Value Stream Management for the Lean Office: Eight Steps to Planning, Mapping, & Sustaining Lean Improvements in Administrative Areas by Don Tapping & Tom Shuker

Author:Don Tapping & Tom Shuker
Language: eng
Format: mobi
Publisher: CRC Press
Published: 2003-02-19T14:00:00+00:00

Joe

Debbie

CSRI-Susan /

CSRII-John /

CSRI-Susan /

CSRII-John /

Debbie

Joe

Cathi

Jane

Cathi

Jane

Sort orders

Sort by

Sort /30s

Post Orders/30s

to Dept/5s

Customer/5s

Initiate Order/

Check P

art

Assign Deliver

y

Review /15s

45s per line

#/10s per line

Date /30s/ per line

per line

Place in

Date

Out Box/5s

Stamp/2s

Returned

Attach Revisions

File Hard Copy/ 90s

Work/4m

/10s per line

1.5m/order

Place in

Folders for

Expedite

Assign Part #/

CSR/10s

Order/10m

15s per line

Est. Price/60s

per line

480

240

240

120

60

240

240

480

.16

.28

11.25

23.75

.9

3.75

.5

.5

TLT = 2149.19 m or 4.5 days

TCT = 49.19 m

VA% = 2.3%

5

Metrics

8

7

Lead Time Total CycleTime

On-time Delivery

DPPM

Assessment

Base

Proposed

Base

Proposed

Base

Proposed

Base

Proposed

Base

Proposed

Base

Proposed

4.5 days

49.19

32%

4,691

14

min

Figure 42. Current-State Map with Step Charts

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Lean Office Step 6-I.M1 11/21/05 10:36 AM Page 83

Step 6–Phase I. Map the Future State—

Customer Demand

At this point the core implementation team has mapped the current state, performed a lean office assessment, and chosen lean measurables for the value stream. They have learned how to see and think lean. Now it is time to tap the creativity of the workforce and the core implementation team to design the future state. An understanding of how lean applies to administrative value streams is never more crucial than in Step 6. Mapping the future state of a value stream involves identifying all the administrative lean tools—such as FIFO lanes, work-area design, supermarkets, and 5S—that will help ensure you can meet customer requirements, establish a continuous workflow, and distribute work evenly. Your future-state map will actually show where these tools are to be used.

The process for mapping the future state takes place in three phases: 1. Customer demand phase. Understand the customer demand for your services and work units, including quality characteristics and lead time.

2. Continuous flow phase. Implement continuous flow so that internal and external customers receive the right work unit, at the right time, in the right quantity.

3. Leveling phase. Distribute work evenly, by volume and variety, to reduce queue times and allow smaller work units to move, if practical.

In this first section of Step 6 we will be focusing on the customer demand phase of the future state. We will describe the techniques associated with determining customer demand, the tools that can be used to meet it, and the process for mapping.

Phase I: Customer Demand

How often have you heard the statement “The customer is number one,” but seen very little done to actually ensure customer satisfaction? By focusing on customer demand first you will do something about this. Your efforts in this phase will apply specific measures and techniques to ensure consistent fulfillment of customer requirements. You will: 1. Determine takt time.

2. Establish pitch.

3. Determine how to meet demand through:

a. Buffer and safety resources

b. 5S for the office

c. Problem-solving methods

83

Lean Office Step 6-I.M1 11/21/05 10:36 AM Page 84

84

Step 6–Phase I. Map the Future State—Customer Demand

Questions for Focus on Demand

Application of the demand phase can be summarized by the following questions:

• What is the demand? In other words, what is the takt time?

• Are you overproducing, underproducing, or meeting demand?

• Can you meet takt time (or pitch) with current administrative capabilities?

• Do you need administrative buffer resources? Where?

• Do you need administrative safety resources? Where?

• What problems need to be solved right now?

• Where does your office need organization, ordering, and cleaning?

To what degree?

Determine Takt Time

From the data you collect on customer demand, you will determine takt time.

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