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Lean Office ChampionNorthwestern Michigan College            Winter 2012CRYSTAL BAILEYN O R T H W E S TE R N M I C H I G A...
 Purpose:The            Streamline event processes                Events are low volume, but are most timeProject:     ...
Project Metrics and Targets Decrease Lead time on receipt of information from clients Measure effectiveness and satisfac...
Project Deliverables• CURRENT STATE VALUE STREAM MAP• VISUAL COMMUNICATION• STANDARD WORK• FUTURE STATE VALUE STREAM MAP• ...
The Gemba
The Gemba
The Staff
The Staff
Current StateValue StreamMap• Identify The  Steps• Collect The Data    •   CT    •   LT    •   WIP    •   TECH    •   % C/A
Current State Value Stream Map
Current State Value Stream Map
Current Value Stream Map Reflection Process was completed in only two separate sessions, 2 hours each. We knew that much...
Five “S” ProjectsSORTSET IN ORDERSHINESTANDARDIZESUSTAIN
5 s Project – HC Service HallBefore                  After #1
5 s Project – HC Service HallAfter #2                   After #3
5 s Project – HC Service Hall                         After – we cleared anBefore                         entire shelf!!!!!
Project Reflection Reorganization of the service hall overall was greatly  needed, but was not well received; lack of buy...
V   CI   OS   MU   MA   UL   N    I    C    A    T    I   This idea was formed by our LEAN        class. The purpose is to...
V   CI   OS   MU   MA   UL   N    I    C    A    T    I   This idea also came from our LEAN class.        The purpose is t...
This is the visual boardwe currently use fortracking event depositsand contracts. Eventsthat need a deposit andor contract...
Close Up of GMAIL tracking calendar
Contract &Deposit FolderThis folder is utilizedin conjunction withthe GMAIL trackingcalendar.Once an event folderhas all n...
Visual Communication Reflection GMAIL and folder works very well for the Team. Old process was “out of sight, out of min...
Standard Work InstructionsHC Calendar Posting Guidelines• These are posted at each computer  station.• Green items are due...
Standard Work InstructionsThe procedures on the left are posted on our fax machine for all to see.The template on the left...
Standard Work Reflection I Love, Love, Love Standard Work!!!!! Other examples of implemented standard work instructions:...
Future State Value Stream Map   Identify the Steps:    Value Added (Pink)    Non-Value Added but Necessary (Yellow)    ...
Future State     Value Stream         Map    The Action Plan:•    Identify Tasks•    Who is responsible•    Due Date
Future Value Stream Map Reflection Our process is either non-value added but necessary or value  added….it was hard to id...
OtherInnovationsThis is my visual boardthat hangs in my officespace.Tasks that are permanentare listed in label tape.Tasks...
OtherInnovations5S in Action:AFTER picturesof the 5S projecton our frontoffice storagecabinet
OtherInnovations5S in Action:AFTER picturesof the 5S projecton our frontoffice spaceLabels were usedboth inside andoutside.
OtherInnovationsEvent WorkbookContract Page:This is my favoriteproject so far. I say“is” because as weevolve, it will also...
OtherInnovationsEvent WorkbookEstimate Page:Information isconnected directly tothe Contract page byformulas.Highlighted ce...
OtherInnovationsEvent WorkbookFunction Page:Information here isalso connecteddirectly to theContract page byformulas.Sever...
Other    InnovationsEvent WorkbookInvoice Page:Information isconnected directly tothe Estimate page byformulas.This has si...
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Cbailey NMC Final

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Cbailey NMC Final

  1. 1. Lean Office ChampionNorthwestern Michigan College Winter 2012CRYSTAL BAILEYN O R T H W E S TE R N M I C H I G A NCOLLEGE, HAGERTY CENTER
  2. 2.  Purpose:The  Streamline event processes Events are low volume, but are most timeProject:  consuming  Weddings are generally have the highest revenueHagertyCenter  Value Stream Manager:  Chad SchenkelbergerWeddingEvents  Team Members:Process  Crystal Bailey, Carla Waite, Trisha Farrier, Jo Gallegos, Chad Schenkelberger, Nate Glidden, Coburn MacNaughton, Scott Williams
  3. 3. Project Metrics and Targets Decrease Lead time on receipt of information from clients Measure effectiveness and satisfaction through post event client survey
  4. 4. Project Deliverables• CURRENT STATE VALUE STREAM MAP• VISUAL COMMUNICATION• STANDARD WORK• FUTURE STATE VALUE STREAM MAP• IMPROVEMENT PLAN
  5. 5. The Gemba
  6. 6. The Gemba
  7. 7. The Staff
  8. 8. The Staff
  9. 9. Current StateValue StreamMap• Identify The Steps• Collect The Data • CT • LT • WIP • TECH • % C/A
  10. 10. Current State Value Stream Map
  11. 11. Current State Value Stream Map
  12. 12. Current Value Stream Map Reflection Process was completed in only two separate sessions, 2 hours each. We knew that much time was spent on detailing step, and numbers showed us exactly that:  LT = 2 months to 10 months It is clear that our focus for future state will need to involve our Detailing step
  13. 13. Five “S” ProjectsSORTSET IN ORDERSHINESTANDARDIZESUSTAIN
  14. 14. 5 s Project – HC Service HallBefore After #1
  15. 15. 5 s Project – HC Service HallAfter #2 After #3
  16. 16. 5 s Project – HC Service Hall After – we cleared anBefore entire shelf!!!!!
  17. 17. Project Reflection Reorganization of the service hall overall was greatly needed, but was not well received; lack of buy in! One of the key people that was invited did not come, and the result therefore was great resistance. If I could do it all over again……..  All staff meeting with communication of support from the top  Education of 5S with key people prior to start of project
  18. 18. V CI OS MU MA UL N I C A T I This idea was formed by our LEAN class. The purpose is to “see” where O a wedding event is located within N the process as a whole.
  19. 19. V CI OS MU MA UL N I C A T I This idea also came from our LEAN class. The purpose is to keep track of the receipt O of client deposits and contracts N
  20. 20. This is the visual boardwe currently use fortracking event depositsand contracts. Eventsthat need a deposit andor contract are posted ingreen on the calendar,on the day they are due.The standard format fornaming:Contract/Dep –Organization & DateOnce all items arereceived, the tracking Tracking Event Deposits throughpost is deleted from thecalendar. GMAIL Calendar
  21. 21. Close Up of GMAIL tracking calendar
  22. 22. Contract &Deposit FolderThis folder is utilizedin conjunction withthe GMAIL trackingcalendar.Once an event folderhas all necessaryitems, it is removedfrom the yellowfolder and filed in thegeneral sectionaccording to themonth and date ofthe event.
  23. 23. Visual Communication Reflection GMAIL and folder works very well for the Team. Old process was “out of sight, out of mind”. The folder and calendar both make it clear to see what we documents we need for our event reservations and the date these items are due. Reminders are sent in a more timely manner Lead Time for receipt of items has greatly improved
  24. 24. Standard Work InstructionsHC Calendar Posting Guidelines• These are posted at each computer station.• Green items are due dates for contracts/deposits/pre-event payments.• Blue events are confirmed events• Orange events are HOLD events• Yellow events are complete and invoiced
  25. 25. Standard Work InstructionsThe procedures on the left are posted on our fax machine for all to see.The template on the left is our standard wedding email template; this is sent to clients when wesend them their reservation contract. The grey boxes indicate areas to enter information.
  26. 26. Standard Work Reflection I Love, Love, Love Standard Work!!!!! Other examples of implemented standard work instructions:  Purchasing Order Procedures  Hagerty Deposit Procedures  Event Security Needs Email Template  General Events Email Template  Contract/Deposit Due Reminder Email Template  Payroll procedures  Event workbook procedures
  27. 27. Future State Value Stream Map Identify the Steps:  Value Added (Pink)  Non-Value Added but Necessary (Yellow)  Kaizen Bursts (Pink above main flow) Focus on Opportunities
  28. 28. Future State Value Stream Map The Action Plan:• Identify Tasks• Who is responsible• Due Date
  29. 29. Future Value Stream Map Reflection Our process is either non-value added but necessary or value added….it was hard to identify any current steps that could be eliminated The BIG QUESTION we kept asking…….things are changing a lot, so are we getting information too soon from clients?  Proposed implementation of event timeline. Client can see what we expect of them and information can be received when we need it, not too soon when it’s likely to change.  Create a packet specific to our wedding clients – “Bridal Packet”. The idea is to anticipate their needs and give them all sorts of information as soon as they book. Utilize our S:/Drive wedding folders as a communication hub. House a details folder within each wedding folder that contains important information from client emails. The goal is to keep it electronic and make the information accessible to the whole team.
  30. 30. OtherInnovationsThis is my visual boardthat hangs in my officespace.Tasks that are permanentare listed in label tape.Tasks that come upthrough the day are listedon sticky notes and postedon a day according to myschedule.The idea is that anyonecan see the permanenttasks I have on a daily andor monthly basis.
  31. 31. OtherInnovations5S in Action:AFTER picturesof the 5S projecton our frontoffice storagecabinet
  32. 32. OtherInnovations5S in Action:AFTER picturesof the 5S projecton our frontoffice spaceLabels were usedboth inside andoutside.
  33. 33. OtherInnovationsEvent WorkbookContract Page:This is my favoriteproject so far. I say“is” because as weevolve, it will alsohave to evolve.Messages within theworkbook cellsinform the user ofwhat information toenter and in whatorder and format.
  34. 34. OtherInnovationsEvent WorkbookEstimate Page:Information isconnected directly tothe Contract page byformulas.Highlighted cellsindicate necessaryitems to be entered.
  35. 35. OtherInnovationsEvent WorkbookFunction Page:Information here isalso connecteddirectly to theContract page byformulas.Several otherFunction sheets are“hidden” within theworkbook for eventsthat span multipledays.
  36. 36. Other InnovationsEvent WorkbookInvoice Page:Information isconnected directly tothe Estimate page byformulas.This has significantlyincreased the speed atwhich invoices arecompleted:• The estimate provides all the pricing details for the event.• Redundancy of retyping information into the invoice has been eliminated 90% of the time.

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