1. Lean Six Sigma Learning
THE ROAD MAP
6 STEPS FOR IMPROVEMENTS
IN THE OFFICES
© 3M 2008. All Rights Reserved.

2. Lean Six Sigma Learning
Identify process
1- Identify what add value to the customers;
and value
Projects ahead of schedule (July to Dec. 2004)
Draw current
400 2 – Understand the current process
100
state 3 – Identify wastes;
80
Analyze the
300
4 – Find the root cause of wastes;
wastes 60
Days
200
%
Draw Future
6 5 – Draw a high performance process
40
State
100 based on 3 lean solutions
15 10 20
2
4
6 – Implement actions and manage to
7 2 3 2 1 2
0 0
ZE CAP S N
M AP3V perfection; M
MC ZEM BT
B B S H N G S HV Other
M S M
Implementation17,7
Pump Type
Quantity of days 129
%
68
33,5
57 39
14,8 10,1
25
6,5
21 14
5,5
14 7
3,6
6
3,6
5
1,8
0
1,6 1, 3 0,0
Accumulative% 33, 5 51,2 66,0 76,1 82,6 88,1 91,7 95,3 97,1 98,7 100, 0 100,0
© 3M 2008. All Rights Reserved. 2

3. Lean Six Sigma Learning
FILES
VOC.xls
VOC analysis.xls
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4. Lean Six Sigma Learning
VOICE OF CUSTOMER
What happens Attractives
Attractives
with time? (unknown)
(unknown)
Performance
Performance
(Spoken)
(Spoken)
Time
Not done
utra l Well done
Ne
(or done in a bad way)
Basic
Basic
(Expected)
(Expected)
© 3M 2008. All Rights Reserved. 4

5. Lean Six Sigma Learning
INTERPRETING RESULTS
Functional presentation NEGATIVE (-)
Customer
requirements Satisfied Neutral Unsatisfied
Attactive Performance
?
Functional presentation POSITIVE (+)
Satisfied
Reverse Indiferent Basic
Neutral
Reverse Reverse
Unsatisfied ?
© 3M 2008. All Rights Reserved. 5

6. Lean Six Sigma Learning
Identify process
1- Identify what add value to the customers;
and value
Projects ahead of schedule (July to Dec. 2004)
Draw current
400 2 – Understand the current process
100
state 3 – Identify wastes;
80
Analyze the
300
4 – Find the root cause of wastes;
wastes 60
Days
200
%
Draw Future
6 5 – Draw a high performance process
40
State
100 based on 3 lean solutions
15 10 20
2
4
6 – Implement actions and manage to
7 2 3 2 1 2
0 0
ZE CAP S N
M AP3V perfection; M
MC ZEM BT
B B S H N G S HV Other
M S M
Implementation17,7
Pump Type
Quantity of days 129
%
68
33,5
57 39
14,8 10,1
25
6,5
21 14
5,5
14 7
3,6
6
3,6
5
1,8
0
1,6 1, 3 0,0
Accumulative% 33, 5 51,2 66,0 76,1 82,6 88,1 91,7 95,3 97,1 98,7 100, 0 100,0
© 3M 2008. All Rights Reserved. 6

7. Lean Six Sigma Learning
UNDERSTAND THE CURRENT
PROCESS
Voice of Customer
Survey
> 70% answers to be trustful
Prioritized &
Critical
Critical
Analysis
VSMs
Gather people’s
activity information
30 days to avoid seasonality
© 3M 2008. All Rights Reserved. 7

8. Lean Six Sigma Learning
GATHER PEOPLE’S ACTIVITY
INFORMATION
Data Gathering.xls
Data Gathering - Consolidation.xls
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9. Lean Six Sigma Learning
VALUE STREAM MAPPING
VSM.xls
VSM.pdf
VSM.vsd
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10. Lean Six Sigma Learning
WASTES IN OFFICES
 BOUNDARY WASTES
 KNOWLEDGE WASTES
 PLANNING WASTES
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11. Lean Six Sigma Learning
9 WASTES IN OFFICES
USELESS
WAITING
INFORMATION
LARGE BATCHES LACK OF
LEVELLING
BOUNDARY
BOUNDARY
PLANNING
PLANNING
REDUNDANT
TASKS
LACK OF
SYNCHRONISM
POOR QUALITY
STOP AND GO
REINVENTION KNOWLEDGE
KNOWLEDGE TASKS
© 3M 2008. All Rights Reserved. 11

12. Lean Six Sigma Learning
Identify process
1- Identify what add value to the customers;
and value
Projects ahead of schedule (July to Dec. 2004)
Draw current
400 2 – Understand the current process
100
state 3 – Identify wastes;
80
Analyze the
300
4 – Find the root cause of wastes;
wastes 60
Days
200
%
Draw Future
6 5 – Draw a high performance process
40
State
100 based on 3 lean solutions
15 10 20
2
4
6 – Implement actions and manage to
7 2 3 2 1 2
0 0
ZE CAP S N
M AP3V perfection; M
MC ZEM BT
B B S H N G S HV Other
M S M
Implementation17,7
Pump Type
Quantity of days 129
%
68
33,5
57 39
14,8 10,1
25
6,5
21 14
5,5
14 7
3,6
6
3,6
5
1,8
0
1,6 1, 3 0,0
Accumulative% 33, 5 51,2 66,0 76,1 82,6 88,1 91,7 95,3 97,1 98,7 100, 0 100,0
© 3M 2008. All Rights Reserved. 12

13. Lean Six Sigma Learning
DMAIC TOOLS (ubertool)
BRAINSTORMING
PARETTO
CHART
CHECK-LIST
CHARTS
PRIORITY MATRIX
ISHIKAWA
5W
1H 5W / 1H
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14. Lean Six Sigma Learning
DMAIC TOOLS (ubertool)
Quick Hits Complex
PLAN = 5W1H & 5
JUST DO IT!
WHYs
~ 40% of cases ~ 60% of cases
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15. Lean Six Sigma Learning
5W1H
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16. Lean Six Sigma Learning
5 WHYS
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17. Lean Six Sigma Learning
FILES
5W1H
5 Whys
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18. Lean Six Sigma Learning
Identify process
1- Identify what add value to the customers;
and value
Projects ahead of schedule (July to Dec. 2004)
Draw current
400 2 – Understand the current process
100
state 3 – Identify wastes;
80
Analyze the
300
4 – Find the root cause of wastes;
wastes 60
Days
200
%
Draw Future
6 5 – Draw a high performance process
40
State
100 based on 3 lean solutions
15 10 20
2
4
6 – Implement actions and manage to
7 2 3 2 1 2
0 0
ZE CAP S N
M AP3V perfection; M
MC ZEM BT
B B S H N G S HV Other
M S M
Implementation17,7
Pump Type
Quantity of days 129
%
68
33,5
57 39
14,8 10,1
25
6,5
21 14
5,5
14 7
3,6
6
3,6
5
1,8
0
1,6 1, 3 0,0
Accumulative% 33, 5 51,2 66,0 76,1 82,6 88,1 91,7 95,3 97,1 98,7 100, 0 100,0
© 3M 2008. All Rights Reserved. 18

19. Lean Six Sigma Learning
3 LEAN SOLUTIONS
1 – FLOW;
2 – STANDARDIZATION;
3 – QUALITY MANAGEMENT;
© 3M 2008. All Rights Reserved. 19

20. Lean Six Sigma Learning
FLOW
 LEVEL THE WORKLOAD;
 ELIMINATE
INTERRUPTIONS;
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21. Lean Six Sigma Learning
LEVEL THE WORKLOAD
DEMAND
• QUESTIONS:
• WHAT IS THE CAPACITY OF THE PROCESS?
• IS THERE A BOTTLENECK?
• IS THERE AN OVERLOAD?
• WHAT IS THE RIGHT TIME TO START?
• WHO SETS PRIORITY?
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22. Lean Six Sigma Learning
BALANCE CHART
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23. Lean Six Sigma Learning
BALANCE CHART
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24. Lean Six Sigma Learning
BALANCE CHART
Balance chart.xls
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25. Lean Six Sigma Learning
ELIMINATE INTERRUPTIONS
PROCESS •PRECIOUS
DATA INFORM.;
DEPTS • GOOD
DECISION
INFORMATION
FLOW
WITH NO HAND
OFFS
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26. Lean Six Sigma Learning
TRADITIONAL PROCESS
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27. Lean Six Sigma Learning
LEAN PROCESS
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28. Lean Six Sigma Learning
3 LEAN SOLUTIONS
1 – FLOW;
2 – STANDARDIZATION;
3 – QUALITY MANAGEMENT;
© 3M 2008. All Rights Reserved. 28

29. Lean Six Sigma Learning
STANDARDIZATION: OFFICE
STANDARD WORK INSTRUCTION
Content:
1 – Work flow
SWI.xls
2 – Processes Inputs and Outputs
3 – Method: detailed instruction, step by
step (element instruction)
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30. Lean Six Sigma Learning
3 LEAN SOLUTIONS
1 – FLOW;
2 – STANDARDIZATION;
3 – QUALITY MANAGEMENT;
© 3M 2008. All Rights Reserved. 30

31. Lean Six Sigma Learning
• LEAN MANAGEMENT SYSTEM
• VISUAL MANAGEMENT
• LESSONS LEARNED
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P 31

32. Lean Six Sigma Learning
Daily Accountability Routine
7.00 – 8.00 am
Supervisor Operators
Tier 11
Tier Data acquisition
8.00 – 8.30 am
Superintendent Supervisor Process Eng Maintanance Planning
Tier 22
Tier
Task Accountability Board
Task Accountability Board
9.00 – 9.30 am
Plant Manager Gather together the information
Tier 33
Tier Superintendent
to share with tier 4
9.30 – 10.00 am
Site Plant Maintanance Planning
Tier 44
Tier Managers
Manager Manager Manager
Signatures YYYYY XXXXX XXXXX
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33. Lean Six Sigma Learning
LEAN MANAGEMENT
Lean Management.xls
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34. Lean Six Sigma Learning
VISUAL MANAGEMENT
Make easy and widely accessible
the comparison of the expected
performance versus actual
© 3M 2008. All Rights Reserved. 34

35. Lean Six Sigma Learning
VISUAL MANAGEMENT
Call Center Management
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36. Lean Six Sigma Learning
VISUAL MANAGEMENT
Delivery Issues
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37. Lean Six Sigma Learning
VISUAL MANAGEMENT
Kamishibai – Routine control
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38. Lean Six Sigma Learning
VISUAL MANAGEMENT
Action Log
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39. Lean Six Sigma Learning
VISUAL MANAGEMENT
KPIs Visual Management.xls
© 3M 2008. All Rights Reserved. 39

40. Lean Six Sigma Learning
LESSONS LEARNED
Structured meetings with the following
targets:
 Measure results
 Focus in facts and data
 Process analysis
 Feedback of internal customer
 Written improvement plan
© 3M 2008. All Rights Reserved. 40
P 40

41. Lean Six Sigma Learning
Identify process
1- Identify what add value to the customers;
and value
Projects ahead of schedule (July to Dec. 2004)
Draw current
400 2 – Understand the current process
100
state 3 – Identify wastes;
80
Analyze the
300
4 – Find the root cause of wastes;
wastes 60
Days
200
%
Draw Future
6 5 – Draw a high performance process
40
State
100 based on 3 lean solutions
15 10 20
2
4
6 – Implement actions and manage to
7 2 3 2 1 2
0 0
ZE CAP S N
M AP3V perfection; M
MC ZEM BT
B B S H N G S HV Other
M S M
Implementation17,7
Pump Type
Quantity of days 129
%
68
33,5
57 39
14,8 10,1
25
6,5
21 14
5,5
14 7
3,6
6
3,6
5
1,8
0
1,6 1, 3 0,0
Accumulative% 33, 5 51,2 66,0 76,1 82,6 88,1 91,7 95,3 97,1 98,7 100, 0 100,0
© 3M 2008. All Rights Reserved. 41

42. Lean Six Sigma Learning
A3 REPORT
DATE E.O. F. B. M. E. P. P. D. M. A.C. C. F.
Title 17/06/08
BACKGROUND / TARGETS FUTURE STATE
•Historical Context • Actions and why are recommended
•What is the problem? What is the relation • Countermeasures to the root-cause
with the business?
CURRENT STATE
•Where are we?
ACTION PLAN
•How are we?
•Facts and data
• Which activities are required to reach the
target condition?
• Responsible and when?
ANALYSIS
•What is the root cause? INDICADORES
•What is the restriction? • Measurement of impact of the actions in
the KPIs
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43. Lean Six Sigma Learning
FILES
A3 Report Template.xls
A3 Report Example.xls
© 3M 2008. All Rights Reserved. 43