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The road to continuous improvement - Sandrine Olivencia
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The road to continuous improvement - Sandrine Olivencia

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  • 1. The road to continuous improvement Sandrine Olivencia www.theleanedge.org www.operae.fr
  • 2. Once upon a time… • Large bank back office lean deployment: 6 M savings first year 21 M after 3 years High levels of satisfaction among employees • Next logicial step: lean and IT Find a pilot project Find an IT lean coach
  • 3. Story outline Plan: the problem Do: lean implementation Check: results Adjust : lessons learned
  • 4. Plan phase: the problem
  • 5. The context • Team: integrated 10 person team with a real problem • Clients: bank’s agency network • Value: deliver simple, yet fully functional solutions in less than 4 months
  • 6. The problem # Cumulative no. Objective: 11 Production Projects delivered 9 10 deliveries in 9 months 6 2 2 0 0 1 1 1 Customer Satisfaction 5 2.3 ☺ 3.7 Quality # incidents per delivery 4 0.75
  • 7. Learning to see: 3-day kaizen workshop
  • 8. Voice of the client • Give me exactly what I want • Where I want • When I want • Be reliable • Don’t make me waste my time
  • 9. Waste hunt 7 Wastes • Overproducing • Waiting • Conveyance • Processing • Inventory • Motion • Correction
  • 10. Quality Auto-quality
  • 11. Variability Men Machine Method Material
  • 12. Do phase: implement lean
  • 13. The lean method Visualize the production to reveal problems React immediately, don’t let problems get out of control Solve problems one by one searching for the root cause To improve our work and managerial practices
  • 14. The lean practise for visualizing production: the « obeya »
  • 15. Macro plan Weekly plan Performance indicators See together Problem solving wall Models Learn Act together together Voice of the client
  • 16. Visualize production to reveal problems react immediately, and resolve problems one by one to improve work and managerial practices
  • 17. Macro plan
  • 18. Weekly plan Autres Maintenance Taches tasks Taches Project projets tasks Incidents Incidents
  • 19. Performance wall Cost distribution Pace of Errors / reworks delivery Respect of Customer deadlines satisfaction
  • 20. Ex: pace of delivery
  • 21. Ex: customer satisfaction
  • 22. Ex: Errors and reworks
  • 23. Ex: Cost distribution
  • 24. Red bins Visualize production to reveal problems react immediately, and resolve problems one by one to improve work and managerial practices
  • 25. Visualize production to reveal problems react immediately, and resolve problems one by one to improve work and managerial practices
  • 26. Visualise production to reveal problems react immediately, and resolve problems one by one to improve work and managerial practices
  • 27. Visualise production to reveal problems react immediately, and resolve problems one by one to improve work and managerial practices Obeya Problem solving in teams Templates and checklists for collecting client needs New process for validating user requirements Application design checklist Project planning and estimating template Functional test template and standard Project follow up template etc.
  • 28. One problem solving example
  • 29. Time NOK OK
  • 30. Check phase: the results
  • 31. 3 day Workshop and 2 month on-site coaching # Cumulative no. of deliveries 11 Production 9 Objective = 10 6 2 2 0 0 1 1 1 Month Customer Satisfaction ☺ 5 3.7 2.3 Quality # incidents per delivery 4 0.75
  • 32. Adjust phase: lessons learned
  • 33. Adjust phase: lessons learned • I do what I must to protect my clients • I make it a point to keep lead time under control • I aim to reduce project lead time • And this will help me reduce my costs • I need to see results as quickly as possible
  • 34. All to the gemba
  • 35. Conclusion • Lean = > developing people (!=Taylorism = > improving productivity) • The hard part is finding the right problem quickly and resolving it rigorously to find the true solution • The sensei, at the beginning, is able to instantly point out the good problems and sets the bar high for learning • Managerial challenge is the fuel to continuous improvement
  • 36. Thank you www.operae.fr www.leanedge.org