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Current State Value Stream Map
Service Organization
Source Refrigeration & HVAC, Inc.
Current State Value Stream Map
Serv ice Deliv ery
Created February 11, 2009
CONFIDENTIAL

Customer

Great
Plains

Verisae
(Customer)
Special Order
Part

Excel
Spreadsheet
(Customer)

Supplier

Tech

Upload time
card

Close call in
Verisae

Process Time
Cards

Tech

Account
Manager
(West)

Payroll Admin

PT = 0 mins.
%C&A = 70%
Batch: 1x/day

PT = 1 mins.
%C&A = 90%
Batch: 1x/day

Complete Call
in GP

Pick up Part
at Parts Store

Review
Service Call
Data

?%
Tech

40%

Receive
customer call

Select &
Dispatch Tech

Call Center

Dispatcher &
Service
Manager

5 m.

120 m.
PT = 2 mins.
%C&A = 60%

0.0833
 hours

PT = 5 mins.
%C&A = 60%

Tech

PT = 90 mins.
%C&A = 90%

PT = 0 mins.

640 m.

240 m.
PT = 5 mins.
%C&A = 80%

PT = 120 mins.
%C&A = 40%

2 hours
75 minutes

Dispatcher

Tech
120 m.

1.25 hours
90 minutes

Make Repair;
Call to raise
the NTE

Get Part from
Truck

75 m.

1.5
 hours
5 minutes

?%

Tech
90 m.

2 hours
2 minutes

Assess
Problem

PT = 75 mins.
%C&A = 95%

5 minutes

PT = 15 mins.
%C&A = 85%
Batch: 1x/day

Billing Admin
6 days
PT = 25 mins.
%C&A = 75%

Posting Admin
240 mins.
PT = 3 mins.
%C&A = 98%
Batch: 1x/day

640 m.

Account
Manager

3 minutes

Enter Invoices
into Verisae &
Excel; Mail
Invoices
Billing Admin

120 m.

PT = 10 mins.
%C&A = 85%
Batch: 3-5x per wk
10.7
 hours

4 hours
25 minutes

Review
Invoices;
Close in
Verisae (Pac)

Review &
Post Invoices

Review Open
Ticket Report

48
 hours
10 minutes

A/P Admin

PT = 10 mins.
%C&A = 90%
Batch: 1x/day

PT = 10 mins.
%C&A = 50%
Batch: 2x/day

10.7
 hours

4 hours
120 minutes

Service
Manager

Process A/P

Receive
Cash; Post
Payment
Collections
60 days

PT = 4 mins.
%C&A = 95%
Batch: 1x/week
480
 hours

2 hours
10 minutes

4 minutes

Lead Time = 572 hours
Process Time = 349 minutes

Acronym Key
%C&A %Complete and Accurate
AR

Activity Ratio

FTE

Full Time Equivalent

LT

Lead Time

PT

Process Time

RFPY Rolled First Pass Yield

Lead Time to invoice = 86.2 hrs
Process Time =5.9 hrs.
NOTE: Business hours
Activity Ratio = 6.8%
RFPY = 1.1%
Lead time to cash = ? days

75

Publicada em: Negócios, Tecnologia
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