This document outlines the topics and activities for a 10-day training course on improving service quality with lean process tools. The course covers topics such as lean process techniques, value stream mapping, six sigma DMAIC and DMADV methodologies, process performance measurement, and business process management and automation. On each day, participants work on a final project applying the concepts learned. Activities include project planning, weekly updates, and multiple reviews of a case study paper. The document also provides overviews of specific lean tools like value stream mapping, the seven wastes, and 5S workplace organization.

1. Improving Service Quality With Lean Process Tools
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2. Topics:
Day 1: Historical and Definition of Enterprise Quality
Managing Service Level Agreements (SLAs)
Final Project's activity: Project Ideation activity
Day 2: Lean Process T&T (Tools and Techniques)
Final Project's activity: Presentation of proposed Final Term Project Charter
Day 3: Six Sigma DMAIC for process improvement
Final Project's activity: Weekly update and consultation
Day 4: Design For Six Sigma (DFSS - DMADV) for process/product innovation
Final Project's activity: Weekly update and consultation
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3. Topics:
Day 5: Six Sigma Program Best Practices and Success Factors
Final Project's activity: Presentation of draft version Cause Analysis or System
Requirements
Day 6: Process Performance Measurement and Balanced Scorecard System
Final Project's activity: Weekly update and consultation
Day 7: Business Process Management (BPM)
Final Project's activity: Weekly update and consultation
Day 8: Optimizing Process with Business Process Automation (BPA) Tools
Final Project's activity: Updates on the implementation plan or experiment plan
Day 9: Review and Consultation on Term Project Paper (1st review)
*includes estimated impact
Day 10: Final Revalida of Term Project Case Study (Final review)
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4. Value Stream Mapping
A Popular Lean Process Tool
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5. Value Stream Mapping
• Also called as VSM
• Tool for identifying process wastes and bottle necks
• Uses process data for identifying how to improve value stream
performance
• ie. Leadtime or Turn Around Time, WIP, Quality and
Productivity
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6. Value Stream Mapping
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7. VSM Commonly Used Symbols
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Available also in Microsoft Visio

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Can you interpret this VSM?

9. Value Stream Mapping Method
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Define the Value Stream
Draw the Current State
Draw the Future State
Create Improvement Plan
Implement the plan
Identify the gaps
Monitor & Control results

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Whose perspective do we
capture in VSM?

12. Lean Process Improvement Techniques
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"Design for Six Sigma + Lean Toolset", Stephen Lunau et al, Springer Publishing, 2009

13. lean Process Improvement Techniques
Workplace 5S
7 Process Wastes
Floor Layout Analysis
Capacity and Queueing
Process Mapping
VA/NVA Analysis
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14. Workplace 5S
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• Sort
• Systematize
• Sweep
• Standardize
• Self-Discipline

15. 7 Process Wastes (TIMWOOD)
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16. 7 Process Wastes (TIMWOOD)
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Value Add Non-Value Add
Typically 95% of the total
processing time is non-
value add

17. Floor Layout Analysis (Spaghetti Diagram)
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18. Capacity and Queuing
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19. Capacity and Queuing
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20. Capacity and Queuing
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21. Process Map & Processing Time Value Analysis
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22. Updates on the Term Project Paper
Due next week May 11, 2013
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23. Final Term Project's Charter
• Business Case
• Problem Statement, Historical Trend
• Goal or Objective
• Timeline
• Methodology
• Members and Stakeholders
• Scope
• Risks
• Budget
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