The document outlines the current issues with a company's process for delivering technology to customers including a lack of training, communication, and coordination. It proposes using value stream mapping to analyze the "as-is" process, identify causes of problems, and design a "to-be" process map to improve value delivery with minimum waste by optimizing the design, build, and sustain phases of the customer life cycle.

1. Process Improvement Value Stream Map By Amir Nasiri November 2009

2. Outline Current Status Value Stream Value Stream Steps Why Value Stream Value Stream purpose Cause and Effect Diagram – “Ishikawa” Value Stream Map – “asIs” model Value Stream Mao – “toBe” model

3. Current Status Lack of understanding of product or technology by the customer Inadequate training by us for the customer to use our technology Misunderstood technology Frustration Blaming factor Internal problems not knowing how to deal with issue such as customer complaints Lack of processes Lack of understanding who does what Lack of communication structure Lack of consistency

4. Current Status cont’ Lack of coordination at the start to getting the customer ready Wrong set up Late delivery Over promising Providing wrong information Lack of adequate support and after service We sell then we leave customer alone Lack of follow-up

5. Value Stream Value Stream Map

6. Value Stream Steps

7. Value Stream Purpose Provide optimum value to the customer through a complete value creation process with minimum waste in: Design (concept to customer) Build (order to delivery) Sustain (in-use through life cycle to service)

8. Cause and Effect Diagram – “Ishikawa”

9. Value Stream Map “asIs”

10. Value Stream map “toBe”