Standardizing processes through value stream mapping, process analysis, and creating standard work instructions can eliminate waste and variation across many industries. Mapping current processes identifies non-value added steps and variations, while standard work provides clear, step-by-step instructions for normal and unusual cases. Simplifying operations through techniques like mistake-proofing can streamline services and reduce costs. Companies that analyze their processes and standardize work to simplify the customer experience are gaining a competitive advantage in the market. Even small changes can have an impact, so businesses should start the process of standardization to remain competitive.

1. Analyze,Standardize andSimplify
Whetheryouare ina supermarket,bank,hotel,carrental facility,oranyservice industryyoumayhave
noticedthe lackof performinganyworkthatisnot efficient. Whenthere are issuesthatare not
standard,people stumblethroughthe processandvirtuallyannoythe customer. The same istrue in all
facetsof worklife andthe answeristhe same. There is nostandard workfor performingthe operations,
a lack or traininginthe unusual circumstances,andthe lackof propermanagementplanning. Inmany
articlesandbooks,the focuson value streammappingandstandardworkis manufacturing. Inreality,it
affectsourentire culture andlives. Little isdone toassure thatprocessesare definedandstandard
workcreatedfor variationstothose processes. If aprice change needsto occur inthe supermarketorif
the use of an alternate fixtureinmanufacturingoccurs,the resultsare the same. The cashiershould
have an easystepby stepmenuonhowto correct minorvariationsinprocessingacustomerandthe
operatorshouldhave standardworkand workaroundsfor the unusual cases.
Where do youbegin? Take the time to holdan eventandcreate a value streammap. Withinthe map
flowall the work-aroundsandunusual processes. Displaythe rework loopstoanormal processand the
turn backsto both internal andexternal customers. Assure the valuestreamdisplaysrealityandnot
opinionsorthe engineeredbelief of the process. Whenthe mapiscomplete,review itwitheveryone
and assure everyelementinthe processisaddressed.
Next,compare the processanalysistoreality. Witnessdifferentpeople performingthe processonall
available shifts. The variationtothe processwill allowyoutoobserve the lackof clarityinyour
processesand the variationsthatcan occur. Take notesandcommunicate withpeopletogetinput
aboutthe variations. Compile yourobservationsandreview withyourentire teamtodeterminethe
correct methodof processing. Thenrecreate yourfuture state standardworktothe optimumprocess.
Whencreatingthe future standardwork,youmust consistently“stepoutof the box”to review if certain
currentstepsare necessaryandwhethersimplificationof operationscanoccur. Alwayslookintoa
leanermentality. There isalwaysawayof eliminatingwaste. Whetherissimplifiedoperations,
reductionof movement,eliminationof non-value addedsteps,orsimplyreducingthe variationof
processesbymistake proofingthem,astreamlinedprocessisthe onlywaytooperate. Inthe service
industry,there tendstobe a focuson arduousstepby stepintervention.Forinstance,checkingintoa
hotel,standinginline andwaitingcanbe annoying. Whyisn’tthere akioskthatwiththe swipe of your
creditcard your reservation isverifiedandsimplequestionsare askedonpreferredaccommodations
(i.e.King,Queen,FloorPreference,etc.) andnumberof keysrequiredisenteredandthe keyswiththe
room numberdropintoa tray? While notall travelersmaypreferthattype of service,anoptioncan
lessenthe linesandwaitforthose that dowant the face to face intervention. Whenthe waitresssits
youat the table,whyisn’tthere aportable tabletthatallowsyoutoenterdrinksandappetizersthat
wouldallowsomeonerequiringquickservice toplace anorderinsimple easysteps? Thiswouldreduce
the waittime for a waiter/waitress. Manycompaniesare beginningtomake changesandthose thatdo
make those changesare grabbingmarketshare from others. Some medical businessesare beginningto

2. make the change through kiosks,definedstationsforcheckin,andlinesonthe floortoeliminate
confusion. These all are waystosimplifythe experience andeliminateunnecessarystepsandcosts.
Look at yourservice,processes andmethodsof operationanddetermine where tostart. Takessmall
bitesof youprocessintoconsideration. Whilemanufacturingisfocusedonleanprocesses,donot
believethatitisonlyfor those typesof businesses. Make yourbusinessuniqueandstreamline it
throughstandardization. These changesdonotrequire amassive effortbutif youdo notbeginthe
process,youmay be leftbehindinthe marketplace.