Improving Service Quality With Lean Process Tools!1
Topics:Day 1: Historical and Deﬁnition of Enterprise Quality Managing Service Level Agreements (SLAs) Final Projects activity: Project Ideation activity Day 2: Lean Process T&T (Tools and Techniques)Final Projects activity: Presentation of proposed Final Term Project CharterDay 3: Six Sigma DMAIC for process improvementFinal Projects activity: Weekly update and consultationDay 4: Design For Six Sigma (DFSS - DMADV) for process/product innovationFinal Projects activity: Weekly update and consultation!2
Topics:Day 5: Six Sigma Program Best Practices and Success FactorsFinal Projects activity: Presentation of draft version Cause Analysis or SystemRequirementsDay 6: Process Performance Measurement and Balanced Scorecard SystemFinal Projects activity: Weekly update and consultationDay 7: Business Process Management (BPM)Final Projects activity: Weekly update and consultationDay 8: Optimizing Process with Business Process Automation (BPA) ToolsFinal Projects activity: Updates on the implementation plan or experiment planDay 9: Review and Consultation on Term Project Paper (1st review)*includes estimated impactDay 10: Final Revalida of Term Project Case Study (Final review)!3
Value Stream MappingA Popular Lean Process Tool!4
Value Stream Mapping• Also called as VSM• Tool for identifying process wastes and bottle necks• Uses process data for identifying how to improve value streamperformance• ie. Leadtime or Turn Around Time, WIP, Quality andProductivity!5
Value Stream Mapping!6
VSM Commonly Used Symbols!7Available also in Microsoft Visio
!8Can you interpret this VSM?
Value Stream Mapping Method!9Deﬁne the Value StreamDraw the Current StateDraw the Future StateCreate Improvement PlanImplement the planIdentify the gapsMonitor & Control results
!11Whose perspective do wecapture in VSM?
Lean Process Improvement Techniques!12"Design for Six Sigma + Lean Toolset", Stephen Lunau et al, Springer Publishing, 2009
lean Process Improvement TechniquesWorkplace 5S7 Process WastesFloor Layout AnalysisCapacity and QueueingProcess MappingVA/NVA Analysis!13