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Get Lean - Value StreamMapping for Office and Service    Karen Martin                   Kim Scott    President            ...
What will you learn? Value Stream Mapping helps youunderstand and improve your Office      and Service processes. Digitali...
Introducing Karen Martin•    Founder: The Karen Martin Group, Inc. (1993)•   Consultant / Coach: Lead Lean transformations...
Introducing Karen Martinwww.ksmartin.com/subscribe
Value Stream Mapping’s RootsMike Rother & John Shook, 1999             Beau Keyte & Drew Locher, 2004             Whenever...
Value Stream DefinedValue Stream: All of the activities, required to fulfill acustomer request from order to delivery (and...
The Work We Do:                      Degrees of Granularity Macro View    Strategic;                        Value     Valu...
Office/Service Value Stream Examples:                   By Industry•   Repair/maintenance – Customer request to revenue re...
Support (Value-enabling) Value Streams•   Estimating / RFQ response•   Hiring – Recruitment to 1st (or 90th) day•   New pr...
Value Stream Mapping Benefit:      Seeing the Whole     60,000 foot view; Rooftop view                                    ...
VSM Promotes Systems Thinking System Efficiency =Optimal Value Stream    Performance                   Individual Efficien...
Truth                           How are we                             really performing?    Truth           Truth        ...
Value Stream Mapping:As Much Art as Science                         13
Create a Value Stream “Storyboard” with     Paper & Post-Its (Team-Based)                                          14
Basic Value Stream Map                                                                  ABC Technology, Inc.              ...
Value Stream Mapping Charter                           Event Scope                                            Leadership /...
Value Stream Mapping Process              Define          Product Family            Document           Current State      ...
The Office Version of Product Families                                 Units               Domestic       Consumables     ...
Value Stream Mapping Process              Define          Product Family            Document           Current State      ...
Step 1 – Define Process Blocks• Identify all process blocks in the value stream  (target 5-15 blocks)  – Each process bloc...
Value Stream Mapping Components                                                      ABC Technology, Inc.                 ...
Step 2 – Define I.T. Systems• Identify all I.T. systems used in the process  and information flow  – Note any scheduling t...
Value Stream Mapping Components                                                     ABC Technology, Inc.                  ...
Step 3 – Add Data• Key metrics for all process blocks  – Process Time (PT)  – Lead Time (LT)  – Percent Complete & Accurat...
Post-it Conventions                                        Block #  Process(Verb/Noun) Function # Staff (if relevant)     ...
Value Stream Mapping Components                                                     ABC Technology, Inc.                  ...
Key Metrics: Time                 Scenario 1                  Lead Time (LT) Work           Process Time (PT)             ...
Key Metrics: Time                 Scenario 2                  Lead Time (LT)                     Process Time Work        ...
Key Metrics: Quality• %Complete and Accurate (%C&A)  – % of incoming work that’s “usable as is”: the    downstream custome...
Value Stream Mapping Components                                                     ABC Technology, Inc.                  ...
Step 4 – Create Timeline• Create timeline• Calculate summary metrics  – Timeline PT Sum  – Timeline LT Sum  – Activity Rat...
Summary Metrics: Time• Activity Ratio  – The percentage of time anything is being done    to the work passing through the ...
Summary Metrics: Quality• Rolled % C&A  – The percent of value stream output that passes    through the process “clean,” w...
Value Stream Mapping Components                                                     ABC Technology, Inc.                  ...
Current State Value Stream Map                                                                                            ...
Outpatient Imaging Value Stream                Current State Findings                  Current     Projected          %   ...
Step 5 – Determine VA & N Steps• Identify all value-adding (VA) and  necessary non-value-adding (N) steps  – Add “VA” or “...
Customer-Defined Value• Value-Adding (VA) - any operation or activity  your external customers value, are (or would  be) w...
Eight Wastes (Muda)•   Overproduction • Motion (people)•   Inventory       • Transportation•   Waiting           (material...
Typical Current State Findings                   Unnecessary           Necessary NVA                      NVA             ...
Value Stream Mapping Process              Define          Product Family            Document           Current State      ...
Future State Design• Goal: Eliminate all redundancies and  barriers to flow (the work should never  stop)  – Batches  – Re...
Future State Value Stream Map Outpatient                                                                                  ...
Outpatient Imaging Value Stream            Projected Future State Results                  Current     Projected          ...
Value Stream Mapping Process              Define          Product Family            Document           Current State      ...
Future State Implementation Plan                                           Value Stream Outpatient Imaging                ...
Value Stream Mapping Process               Define           Product Family             Document            Current State  ...
Common Differences - Manufacturing vs. Office VSMs                                      Manufacturing                     ...
How can we help?           Karen Martin, President           7770 Regents Road #635             San Diego, CA 92122       ...
How can we help?• www.igrafx.com/lean• Custom Demonstration• Process Program Assessments        www.igrafx.com/contact    ...
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Value Stream Mapping in Office and Service

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Recorded webinar: http://slidesha.re/1bvM6J6

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Being lean isn’t just reserved for Manufacturing processes - information-intensive operations such as Service and Knowledge processes have the ability to be lean too – let us show you how! Get the scoop on applying Value Stream Mapping, a critical tool in Lean transformation, in Office and Service environments.

What's covered:

- The key differences between Manufacturing and Office/Service Value Stream Maps
- The process of Value Stream Mapping in Office and Service environments
- Common wastes in Office and Service environments and goals for future state planning
- Digitally capturing, sharing, and storing Value Stream Maps

Published in: Business

Value Stream Mapping in Office and Service

  1. Get Lean - Value StreamMapping for Office and Service Karen Martin Kim Scott President iGrafx Senior Consultant, The Karen Martin Group, Inc. Lean Six Sigma Black Belt
  2. What will you learn? Value Stream Mapping helps youunderstand and improve your Office and Service processes. Digitalizing VSMs is easy and makes sharing a snap.
  3. Introducing Karen Martin• Founder: The Karen Martin Group, Inc. (1993)• Consultant / Coach: Lead Lean transformations & develop people in office, service and knowledge environments.• Teacher: University of California, San Diego’s Lean Enterprise program.• Author: Winner - 2013 Shingo Research Prize
  4. Introducing Karen Martinwww.ksmartin.com/subscribe
  5. Value Stream Mapping’s RootsMike Rother & John Shook, 1999 Beau Keyte & Drew Locher, 2004 Whenever there is a product for a customer, there is a value stream. The challenge lies in seeing it. — Mike Rother & John Shook, Learning to See 5
  6. Value Stream DefinedValue Stream: All of the activities, required to fulfill acustomer request from order to delivery (and beyond tocash received). Value Stream Process Process Process Custom erCustomer Customer Request Receipt 6
  7. The Work We Do: Degrees of Granularity Macro View Strategic; Value Value Streamheavy leadership Map involvement Stream Process Process Process Micro View Metrics-BasedTactical; heavy Step Step Step Process Map frontline involvement 7
  8. Office/Service Value Stream Examples: By Industry• Repair/maintenance – Customer request to revenue received• Financial services – Mortgage application• Law – Litigation value stream• Healthcare – Patient care; revenue cycle• Technology – Software development• Government – Permitting• Construction – Large equipment installation• Law enforcement – Arrest processing• Engineering/architecture – Design development• Oil & Gas – Fossil fuel exploration & production 8
  9. Support (Value-enabling) Value Streams• Estimating / RFQ response• Hiring – Recruitment to 1st (or 90th) day• New product development• Business plan development• Annual sales meeting planning & execution• Contract development & execution• And more… 9
  10. Value Stream Mapping Benefit: Seeing the Whole 60,000 foot view; Rooftop view 10
  11. VSM Promotes Systems Thinking System Efficiency =Optimal Value Stream Performance Individual Efficiency = Sub-optimization 11
  12. Truth How are we really performing? Truth Truth Truth CLARITY Truth Truth What’s our customer Truth really experiencing? Truth Truth 12
  13. Value Stream Mapping:As Much Art as Science 13
  14. Create a Value Stream “Storyboard” with Paper & Post-Its (Team-Based) 14
  15. Basic Value Stream Map ABC Technology, Inc. Current State Value Stream Map Softw are Upgrade Order Fulfillment Customer Demand = 500/year Custom erInformation Flow IT-1 IT-2 1 2 3 4 5 Process 1 Process 2 Process 3 Process 4 Process 5 `Material & Dept A Dept B Dept C Dept D Dept EData Flow 5 2 45 pcs 3 10 pcs 2 4 LT = 1 days LT = 0.5 days LT = 2 days LT = 0.5 days LT = 1 days PT = 10 mins. PT = 5 mins. PT = 3 mins. PT = 5 mins. PT = 15 mins. %C&A = 99% %C&A = 75% %C&A = 99% %C&A = 99% %C&A = 95% Timeline 480 mins. 240 mins. 2 days 240 mins. 480 mins. Total LT = 5 days 10 mins. 5 mins. 3 mins. 5 mins. 15 mins. Total PT = 38 mins. Activity Ratio = 1.6% Rolled %C&A = 69.1%
  16. Value Stream Mapping Charter Event Scope Leadership / Coordination Schedule Executive 3 days typically; sequential is Value Stream Contract processing, rebate processing, etc. VP or C-level Event Date(s) Sponsor best Specific What circumstances youre including and Value Stream If needed - often Director or Start/End 6 hrs minimum; 7 or 8 is best Conditions excluding? (type of cust, time of year, etc.) Champion Manager level TimesCustomer Demand How many times is this done per wk, qtr, mo, or yr.? Facilitator Skilled person leading the activity Location Need ample wall space Trigger What need does the value stream address? First Step Task on first process block Meals Always a nice touch; keeps Team Lead Not always needed Last Step Task on last process block Provided? the team from wandering. Boundaries & Interim Aid in consensus building and What is the team NOT authorized to change? The person arranging logistics Limitations Briefing(s) organizational learning. Coordinator (reserving the room, ordering food,FS Implementation sending meeting notices, etc.) Briefing List required attendees; others Typically 90-120 days Timeframe Attendees are optional Event Drivers Mapping Team 1 Why are you doing this? What are the current state issues? Function Name Contact Information 2 1 Leadership-heavy 3 2 4 3 5 4 Goals & Measureable Objectives 5 1 Aim for objectives w/ measurable targets (from X to X). 6 2 7 3 8 4 9 5 10 Planned Deliverables On-Call Support 1 Current state VSM Function Name Contact Information 2 Future state VSM 1 SMEs that may not be needed full time 3 Implementation Plan 2 4 3 5 4 Potential Obstacles Approvals 1 …to the teams success with the mapping activity. Executive Sponsor Value Stream Champion Facilitator 2 3 Signature: Signature: Signature: 4 Date: Date: Date: 16
  17. Value Stream Mapping Process Define Product Family Document Current State Design Future State 3 Day Event Create Transformation Plan Execute!
  18. The Office Version of Product Families Units Domestic Consumables Warranty Service Parts Non-Warranty OrderFulfillment Process Units International Consumables Warranty Service Parts Non-Warranty
  19. Value Stream Mapping Process Define Product Family Document Current State Design Future State 3 Day Event Create Transformation Plan Execute!
  20. Step 1 – Define Process Blocks• Identify all process blocks in the value stream (target 5-15 blocks) – Each process block (post-it) contains an activity or group of activities that occurs before a significant break in the timeline occurs (typically build up of WIP or handoff to another function) – Activity format is verb/noun – what happens to what – WALK THE VALUE STREAM! 20
  21. Value Stream Mapping Components ABC Technology, Inc. Current State Value Stream Map Softw are Upgrade Order Fulfillment Customer Demand = 500/year Custom er IT-1 IT-2 1 2 3 4 5 Process 1 Process 2 Process 3 Process 4 Process 5 ` Dept A Dept B Dept C Dept D Dept E 5 2 45 pcs 3 10 pcs 2 4 LT = 1 days LT = 0.5 days LT = 2 days LT = 0.5 days LT = 1 days PT = 10 mins. PT = 5 mins. PT = 3 mins. PT = 5 mins. PT = 15 mins. %C&A = 99% %C&A = 75% %C&A = 99% %C&A = 99% %C&A = 95% 480 mins. 240 mins. 2 days 240 mins. 480 mins. Total LT = 5 days 10 mins. 5 mins. 3 mins. 5 mins. 15 mins. Total PT = 38 mins. Activity Ratio = 1.6% Rolled %C&A = 69.1%
  22. Step 2 – Define I.T. Systems• Identify all I.T. systems used in the process and information flow – Note any scheduling that occurs (calendar, system, etc.) – Who tells whom to do what? How do they tell them? 22
  23. Value Stream Mapping Components ABC Technology, Inc. Current State Value Stream Map Softw are Upgrade Order Fulfillment Customer Demand = 500/year Custom er IT-1 IT-2 1 2 3 4 5 Process 1 Process 2 Process 3 Process 4 Process 5 ` Dept A Dept B Dept C Dept D Dept E 5 2 45 pcs 3 10 pcs 2 4 LT = 1 days LT = 0.5 days LT = 2 days LT = 0.5 days LT = 1 days PT = 10 mins. PT = 5 mins. PT = 3 mins. PT = 5 mins. PT = 15 mins. %C&A = 99% %C&A = 75% %C&A = 99% %C&A = 99% %C&A = 95% 480 mins. 240 mins. 2 days 240 mins. 480 mins. Total LT = 5 days 10 mins. 5 mins. 3 mins. 5 mins. 15 mins. Total PT = 38 mins. Activity Ratio = 1.6% Rolled %C&A = 69.1%
  24. Step 3 – Add Data• Key metrics for all process blocks – Process Time (PT) – Lead Time (LT) – Percent Complete & Accurate (%C&A)• Work-in-process (WIP) at every step.• Significant barriers to flow (e.g. batching, shared resources, system downtime, etc.) 24
  25. Post-it Conventions Block # Process(Verb/Noun) Function # Staff (if relevant) Significant Barriers to Flow Process Time %C&A Lead Time
  26. Value Stream Mapping Components ABC Technology, Inc. Current State Value Stream Map Softw are Upgrade Order Fulfillment Customer Demand = 500/year Custom er IT-1 IT-2 1 2 3 4 5 Process 1 Process 2 Process 3 Process 4 Process 5 ` Dept A Dept B Dept C Dept D Dept E 5 2 45 pcs 3 10 pcs 2 4 LT = 1 days LT = 0.5 days LT = 2 days LT = 0.5 days LT = 1 days PT = 10 mins. PT = 5 mins. PT = 3 mins. PT = 5 mins. PT = 15 mins. %C&A = 99% %C&A = 75% %C&A = 99% %C&A = 99% %C&A = 95% 480 mins. 240 mins. 2 days 240 mins. 480 mins. Total LT = 5 days 10 mins. 5 mins. 3 mins. 5 mins. 15 mins. Total PT = 38 mins. Activity Ratio = 1.6% Rolled %C&A = 69.1%
  27. Key Metrics: Time Scenario 1 Lead Time (LT) Work Process Time (PT) Work passed toReceived next step LT = PT + Waiting / Delays 27
  28. Key Metrics: Time Scenario 2 Lead Time (LT) Process Time Work Work passed toReceived next step LT = PT + Waiting / Delays 28
  29. Key Metrics: Quality• %Complete and Accurate (%C&A) – % of incoming work that’s “usable as is”: the downstream customer can perform task without having to do rework: • Correct information or material that was supplied • Add information that should have been supplied • Clarify information that should have or could have been clearer – Determined by the person receiving the input; metric goes on the output block. 29
  30. Value Stream Mapping Components ABC Technology, Inc. Current State Value Stream Map Softw are Upgrade Order Fulfillment Customer Demand = 500/year Custom er IT-1 IT-2 1 2 3 4 5 Process 1 Process 2 Process 3 Process 4 Process 5 ` Dept A Dept B Dept C Dept D Dept E 5 2 45 pcs 3 10 pcs 2 4 LT = 1 days LT = 0.5 days LT = 2 days LT = 0.5 days LT = 1 days PT = 10 mins. PT = 5 mins. PT = 3 mins. PT = 5 mins. PT = 15 mins. %C&A = 99% %C&A = 75% %C&A = 99% %C&A = 99% %C&A = 95% 480 mins. 240 mins. 2 days 240 mins. 480 mins. Total LT = 5 days 10 mins. 5 mins. 3 mins. 5 mins. 15 mins. Total PT = 38 mins. Activity Ratio = 1.6% Rolled %C&A = 69.1%
  31. Step 4 – Create Timeline• Create timeline• Calculate summary metrics – Timeline PT Sum – Timeline LT Sum – Activity Ratio (AR) – Rolled %C&A 31
  32. Summary Metrics: Time• Activity Ratio – The percentage of time anything is being done to the work passing through the system (whether value-adding or non-value-adding) – (∑PT ÷ ∑LT) × 100 – Common current state finding in office/service = 1-10% (across entire value stream) 32
  33. Summary Metrics: Quality• Rolled % C&A – The percent of value stream output that passes through the process “clean,” with no “hiccups,” no rework required. – (%C&A x %C&A x %C&A…) x 100 – Common current state finding in office/service = 0-15% 33
  34. Value Stream Mapping Components ABC Technology, Inc. Current State Value Stream Map Softw are Upgrade Order Fulfillment Customer Demand = 500/year Custom er IT-1 IT-2 1 2 3 4 5 Process 1 Process 2 Process 3 Process 4 Process 5 ` Dept A Dept B Dept C Dept D Dept E 5 2 45 pcs 3 10 pcs 2 4 LT = 1 days LT = 0.5 days LT = 2 days LT = 0.5 days LT = 1 days PT = 10 mins. PT = 5 mins. PT = 3 mins. PT = 5 mins. PT = 15 mins. %C&A = 99% %C&A = 75% %C&A = 99% %C&A = 99% %C&A = 95% 480 mins. 240 mins. 2 days 240 mins. 480 mins. Total LT = 5 days 10 mins. 5 mins. 3 mins. 5 mins. 15 mins. Total PT = 38 mins. Activity Ratio = 1.6% Rolled %C&A = 69.1%
  35. Current State Value Stream Map Demand = 15 per day Outpatient Imaging Services Customer Demand: 15 patients per Day (Takt Time 1920 seconds) Pre-register Schedule 8 hours per day Patient Appointment Referring Hospital Physician 4 1 Lead Time = 24 days 5 3 Lead Time = 990 mins. 6 2 Lead Time = 12 mins. Cycle Time = 30 mins. Cycle Time = 11 mins. % C&A = 65 % Lead Time = 990 mins. Lead Time = 12 mins. % C&A = 100 % % C&A = 98 % CT=Cycle Time LT=Lead Time %C&A=% Complete & Accurate Symposium E Pay Excel ADS Meditech Internet Fax Order PACS Waiting Room Auto Fax 50% Solutions Management Us Mail 25% System MD Mailbox 25% Rework Loop via Fax 25% of the time Prep Complete Transmit Read/Dictate Transcribe Review Print Send Check-in Check-in Patient Exam Images Exam Report Draft/Sign Reports Reports Patient Patient (Tech) (Tech) (Tech) (Radiologist) (MDI) (Radiologist) (Imaging) (Imaging) (Admitting) (Imaging)5 mins. 5 5 5 mins. 3 6 45 mins. 2 7 30 mins. 2 8 5 mins. 2 9 248 mins. 2 10 365 mins. 6 11 960 mins. 2 12 110 mins. 2 13 120 mins. 6 14 Cycle Time = 2 mins. Cycle Time = 1 mins. Cycle Time = 10 mins. Cycle Time = 15 mins. Cycle Time = 3 mins. Cycle Time = 15 mins. Cycle Time = 5 mins. Cycle Time = 1 mins. Cycle Time = 1 mins. Cycle Time = 3 mins. % C&A = 90 % % C&A = 98 % % C&A = 100 % % C&A = 90 % % C&A = 100 % % C&A = 95 % % C&A = 75 % % C&A = 95 % % C&A = 99 % % C&A = 90 %5 minutes 45 minutes 30 minutes 5 minutes 248 minutes 365 minutes 960 minutes 110 minutes 120 minutes L/T = 13464 minutes 2 minutes 11520 1 minutes 10 minutes 15 minutes 3 minutes 15 minutes 5 minutes 1 minutes 1 minutes 3 minutes VA/T = 11576 minutes minutes Rolled First Pass yield = 29%
  36. Outpatient Imaging Value Stream Current State Findings Current Projected % Metric State Future State ImprovementLead Time 32.5 hrsProcess Time 56 minsActivity Ratio 2.9%Rolled %C&A 29% 36
  37. Step 5 – Determine VA & N Steps• Identify all value-adding (VA) and necessary non-value-adding (N) steps – Add “VA” or “N” smaller post-it to relevant process blocks – All unnecessary non-value-adding blocks remain unlabelled 37
  38. Customer-Defined Value• Value-Adding (VA) - any operation or activity your external customers value, are (or would be) willing to pay for, or it’s a requirement of doing business with them.• Non-Value-Adding (NVA) - any operation or activity that consumes time and/or resources but does not add value to the product (good or service) the customer receives. – Necessary – support processes, regulatory requirements, etc.; also referred to as “essential” or “value-enabling.” – Unnecessary – everything else - WASTE 38
  39. Eight Wastes (Muda)• Overproduction • Motion (people)• Inventory • Transportation• Waiting (material/data)• Over-Processing • Underutilized people• Errors 39
  40. Typical Current State Findings Unnecessary Necessary NVA NVA Work is idleOrder Delivery Value Add Islands of activity (process times) within long lead times. 40
  41. Value Stream Mapping Process Define Product Family Document Current State Design Future State 3 Day Event Create Transformation Plan Execute!
  42. Future State Design• Goal: Eliminate all redundancies and barriers to flow (the work should never stop) – Batches – Rework – Bottlenecks & WIP – Handoffs – Setup / changeover – Physical layout – Motion & transportation 42
  43. Future State Value Stream Map Outpatient Demand = 15 per day Imaging Services Standard Customer Demand: Work Co-locate Work 15 patients perDay Balance (Takt Time1920 seconds) Schedule appt 8 hours per day Pre-register ReferringHospital Physician 3 1 Lead Time = 15 days 6 2 Lead Time = 45 mins. Cycle Time = 11 mins. % C&A = 85 % Lead Time = 45 mins. % C&A = 98 % Risk Reduction (Joint CT=Cycle Time Commision) LT=Lead Time %C&A=% Complete & Accurate Symposium E Pay Excel Meditech Internet Fax Order PACS Auto Fax 80% Waiting Room Solutions Management Us Mail 15% System MD Mailbox 5% Pull System Value Stream 5S Rework Loop (Supplies Alignment via Fax 10% of Kanban) the time Remove Check in and Reduce Work Batch System Access Balancing Visual Reductions Standard Workplace Voice Work Set-up Continuous Recognition Reduction Flow Prep Complete Transmit Read/Dictate Review Print Send Check-in Patient Exam Images Exam Draft/Sign Reports Reports Patient (Tech) (Tech) (Tech) (Radiologist) (Radiologist) (Imaging) (Imaging) (Imaging) 5 mins. 35 mins. 5 20 mins. 6 5 mins. 7 120 mins. 8 420 mins. 9 2 mins. 10 30 mins. 11 3 4 2 2 2 2 2 2 6 Cycle Time = 1 mins. Cycle Time = 10 mins. Cycle Time = 10 mins. Cycle Time = 2 mins. Cycle Time = 15 mins. Cycle Time = 1 mins. Cycle Time = 1 mins. Cycle Time = 3 mins. % C&A = 98 % % C&A = 100 % % C&A = 90 % % C&A = 100 % % C&A = 95 % % C&A = 95 % % C&A = 99 % % C&A = 90 % 0.0833 hrs. 0.583 hrs. 0.333 hrs. 0.0833 hrs. 2 hrs. 7 hrs. 0.0333 hrs. 0.5 hrs. LT = 11.3 hrs. 1 mins. 10 mins. 10 mins. 2 mins. 15 mins. 1 mins. 1 mins. 3 mins. CT = 43 mins. CT/LT Ratio = 6.32% Rolled First Pass yield = 40% Note: Process Time (PT) is referred to as Cycle Time (CT) on this map
  44. Outpatient Imaging Value Stream Projected Future State Results Current Projected % Metric State Future State ImprovementLead Time 32.5 hrs 11.3 hrs 65%Process Time 56 mins 43 mins 23%Activity Ratio 2.9% 6.3% 117%Rolled %C&A 29% 40% 38% 44
  45. Value Stream Mapping Process Define Product Family Document Current State Design Future State 3 Day Event Create Transformation Plan Execute!
  46. Future State Implementation Plan Value Stream Outpatient Imaging Implementation Plan Review Dates Executive Sponsor Allen Ward 11/1/2007 Value Stream Champion Sally McKinsey 11/21/2007 Value Stream Mapping Facilitator Dave Parks 12/13/2007 Date Created 10/18/2007 1/10/2008 Block Implementation Schedule (weeks) Date Goal / Objective Improvement Activity Type Owner # 1 2 3 4 5 6 7 8 9 10 11 12 Complete Implement standard work for referral 2 Improve quality of referral KE Sean ORyan process Reduce lead time beween schedulingand Dianne 3, 4 Cross-train and colocate work teams PROJ preregistration steps Prichard Eliminate the need for two patient check- Michael 5, 6 Collect copays in Imaging KE ins OShea Dianne 6 Eliminate bottleneck in waiting area Balance work / level demand KE Prichard Eliminate lead time associated with 9 Implement voice recognition technology PROJ Sam Parks transcription step 10 Eliminate batched reading Reduce setup required KE Sam Parks Reduce inventory costs, regulatory risk Michael 7 5S CT supplies area; implement kanban KE and storage needs OShea 12 Reduce delay in report delivery Implement additional fax ports PROJ Martha Allen Increase percentage of physicians 12 Reduce delay in report delivery receiving electronic delivery (rather than KE Martha Allen hard copy) Approvals Executive Sponsor Value Stream Champion Value Stream Mapping FacilitatorSignature: Signature: Signature:Date: Date: Date:
  47. Value Stream Mapping Process Define Product Family Document Current State Design Future State 3 DayREPEAT Event Create Transformation Plan Execute!
  48. Common Differences - Manufacturing vs. Office VSMs Manufacturing OfficeCustomer icon Upper right CenterSupplier icon Upper left None Raw material, sub-assemblies, Paper, verbal, and electronic“The thing” we’re following finished goods Information More structured / formalized I.T. Multiple I.T. systems andInformation Flow systems work-aroundsSchedule notification Multiple points across VSM Work not scheduledMaterial flow (via hollow Yes Sometimesarrow)WIP icon Inventory triangle In-bin (if preferred) Based on the time to process all ofLT determination for each Based on a single item passing the accumulated WIP betweenblock through the value stream process blocksHands-on time to do the Cycle Time Process Timework Percent Complete & AccurateQuality Metric First Pass Yield (FPY) (%C&A) Applicable in areas with dedicatedTakt Time Typically can be applied resources
  49. How can we help? Karen Martin, President 7770 Regents Road #635 San Diego, CA 92122 858.677.6799 ksm@ksmartin.com Twitter: @karenmartinopexBlog & newsletter: www.ksmartin.com/subscribe
  50. How can we help?• www.igrafx.com/lean• Custom Demonstration• Process Program Assessments www.igrafx.com/contact 503-404-6050
  51. Thanks!

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