The document discusses using value stream mapping (VSM) and voice of the customer (VOC) techniques to improve a business. It defines VSM as mapping the actions required to deliver a product or service to a customer. A current-state VSM identifies waste, while a future-state VSM sets goals for improvement. VOC involves interviewing customers to understand their needs and experiences in order to guide improvements. The document provides an example interview guide for a VOC project aimed at understanding customer requirements for an aircraft manufacturing company.

1. Brownbag University “Improving Your Business Through VOC and VSM” Mike Pircer MAP Business Solutions, Inc. (248) 379-8344 www.mapbizsolutions.com Dan Walker River’s End Consulting (248) 770-2554 www.riversendconsulting.com

4. Value Stream Improvement vs. Process Improvement Start Finished Product 1 Process 2 Process 3 Process Customer Value Stream

8. Current-State Value Stream Mapping A few VSM Icon Definitions

9. © River’s End Consulting, llc Latest update 02/16/09

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14. 2. Identify what we already know © River’s End Consulting, llc What We Will Do 1. Build a small team of internal experts 7. Develop specific solutions based on the top rated responses 3. Identify what we do not know 4. Develop specific topics of conversation 5. Interview select individuals 6. Sort and analyze the interview responses

15. © River’s End Consulting, llc Purpose: Why interview people To understand what requirements are critical to maximize customer satisfaction and eliminate wasteful processes.

16. © River’s End Consulting, llc What do we already know? Textual Analysis (What we already know) Functions Airplane safety Standards Basic functionality Resists Environmental Degradation Aesthetically Pleasing Mechanical soundness FAA 10330.45 USGR 330.5 Max payload spec 30034 Aircraft paint standard 45.87

17. © River’s End Consulting, llc Unknown, for further investigation 1 How many planes do our customers buy and use 2 Customer desire for color choices 3 How well the customer likes the graphics 4 Pay load capacity needed by the customer 5 Customer needs for additional functionality 6 Manufacturing needs for minimum scrap and over-production 7 The perception of the shareholder related to what we produce 8 9 10

18. © River’s End Consulting, llc Objectives: What we want to know 1 Understand the buying habits of our customers 2 Understand the type of color choices the customer desires 3 Determine how well the graphics we apply meet the needs of our customers 4 Understand the customer needs for payload capacity and basic aircraft functionality 5 Understand the struggles manufacturing experiences during aircraft construction 6 Understand the way our planes are used 7 Understand the perception of shareholder value 8 9

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20. © River’s End Consulting, llc Purpose: To understand what requirements are critical to maximize customer satisfaction and eliminate wasteful processes. Objectives: 1 2 3 4 5 6 7 Understand the buying habits of our customers Understand the type of color choices the customer desires Determine how well the graphics we apply meet the needs of the customer Understand the customer needs for payload capacity and basic aircraft functionality Understand the struggles Manufacturing experiences during aircraft construction Understand the way our planes are used Understand the perception shareholder value Question 1 What determines the quantity of planes you buy? How do you choose the color of your plane? What additional graphic choices do you desire? What is the range of payload capacity you need? Tell me about your experience building the planes. How do you use the planes you buy from us? What is your impression of our cash flow? Question 2 Tell me about your experience with our company. How well do our plane colors meet your needs? How do you decide on the type of graphics you use? What type of cargo do you haul? What kind of difficulties do you experience doing your job? Tell me about your business use of the planes. Tell me your view of how the industry is doing in general Question 3 What other companies do you buy from and why? How do you see an improved process for manufacturing? Question 4 Tell me your view of how the industry is doing in general

21. © River’s End Consulting, llc Interviewee/Objectives: ____________ Date: ________ Questions Interview Team (________) 1 What determines the quantity of planes you buy? (Who do you buy from other than us?) 2 Tell me about your experience with our company 3 Tell me your view of how the industry is doing in general 4 How well do our plane colors meet your needs? 5 What type of cargo do you haul? 6 What additional graphic choices do you desire? 7 What is your overall impression of our quality? 8

22. © River’s End Consulting, llc The Interview One interview facilitator One to two note takers Write Verbatim Notes Very conversational

26. Questions and Answers Mike Pircer MAP Business Solutions, Inc. (248) 379-8344 www.mapbizsolutions.com Dan Walker River’s End Consulting (248) 770-2554 www.riversendconsulting.com

27. Brown Bag Webinar Series Friday, June 26 (11:30am – 12:15pm) VSM – How To Create a Current State Map Friday, July 10 (11:30am – 12:15pm) VOC – How To Set Up a Proper VOC Project Friday, July 24 (11:30am – 12:15pm) VOC/VSM – Group discussion