EVSM for Office and Services

Enterprise Value Stream Mapping For the Office and ServicesPresented by: Mike Boucher, V.P. Client Services, Lean Advisors, Inc.

Copyright ©2013 Lean Advisors Inc.

Objectives

Apply Lean in an Office / Admin environment. The structure of a Enterprise Value Stream

Map (EVSM) Why Lean is critical in Administrative &

Service environments. How EVSM helps to identify & drive change Key tasks / roles for Senior Leaders

in successful VSM projects. How EVSM initiatives generate

results that are strategically important


Objectives

Our Experience includes: Traditional Manufacturing Healthcare Education Government Retail Financial

All of these sectors rely on office & administrative

processes to be successful – but these areas are

often overlooked or misunderstood


Defining Lean

Lean is a simple strategy that focuses on the

elimination of waste, variation, and work

imbalance.

Each step must create Value for the

Customer.

It is a way of life!



Principles Of Lean

Specify Value

Map The Flow Of Value

Make Value Flow

Seek Perfection

Pull From The Customer

Lean

1

2

34

5

STRATEGIC PLAN & LEAN FOUNDATIONS

(HOSHIN)

Identify Value Streams

Value Stream Mapping

Structured Change Plan

Kaizen

LEAN ENTERPRISE

Identify Lean Champions

Transfer Lean Knowledge

Recognize & Reward

Lean Culture Drives

Sustainability

Lean Management

System

Cross Functional

Engagement


Lean Transformation Model

http://www.leanadvisors.com/lean-consulting/strategic-hoshin-planning-process


Structure of EVSM™

Enterprise Value Stream Mapping™ is a Lean tool that

provides a detailed understanding of the end-to-end

process capturing both Value add and Non-Value add

activities as well as formal and informal information

and communication flows.


Enterprise Mapping Perspective

Where should we start?

What does Enterprise Value Stream Mapping™ inside the

4 walls of the organization really mean?

What does ‘End-to-End’ mean?

ClientRequest

Kaizen

Kaizen

Administration & Office through to Producing the Request and Billing


Who Owns The Value Stream?

Work is often organized by functional – department

priorities not always (rarely) aligned

This is particularly true in Administrative / Office

environments

Work often moves between departments and functions

It’s unusual to find one

person responsible for

end-to-end

improvement

Structure of EVSM™

Identify “Product” Families

Future StateMap

Current StateMap

DevelopImplementation

Plan

Current State

Understanding the Current State

Future StateDesigning a Future State

Implementation PlanDevelop a plan to achieve the future state


Set Strategic Plan – Select Critical VSs

“Product” Families in an Office

Product Families

Identifying “Product” Families is critical and fundamental to Enterprise Value Stream Mapping™.

Group products, transactions and other types of deliverables that follow a similar pathway - sharing and competing for the same resources. Defines the Value Streams

It is also important to identify processing steps supporting multiple Value Streams. A Shared Resource.

Developing a “Product” Family Matrix can be a difficult exercise because it challenges the way we normally view our operations.


Identify “Product” Families


1 2 3 4 5 6 7 8 9 10

A X X X X X

B X X X X X

C X X X X X

D X X X X X

E X X X X X

F X X X X X X

G X X X X X X

Processing Steps / Activities

Pro

duct

s, S

e rv i

c es

o r D

eliv

era b

l es


Office Products & Service

Office Products and Services include: Hiring Payroll Accounts Receivable / Payable Engineering Design Procurement Customer Service Order Processing Scheduling Financial reporting Data processing / entry Productivity & Performance reporting Etc.

Who are the Customers?

From a Lean perspective we consider the Customer as the end user of the Product or Service we provide.

In many office environments, it may be difficult to understand who the customer is.

Office operations often satisfy a multitude of both internal and external customers.

Who prioritizes the work? The person doing the job? The person who screams the loudest? The person with the most authority? The Value Stream - end to end system(s)


Leadership Roles

Directors

Executives

Business Strategy for Selecting Value Streams

Strategy & Goal Deployment

Drivers

Middle Managers

Lean Improvement Initiatives

Plans & Projects

Value Stream Performance

Doers

Process Owners Project Leaders SMEs, Staff

Kaizen Projects

Problem Solving & Implementation

Process Performance



What Impedes Success – No Time

Legend : Red – Not available Black – Possibly Available

January February March April

May June July August

September October November December

Continuous Improvement???

Factors for Successful EVSM Implementation

Value Stream selection linked to a strategic goals

Charters documents that clearly identifies roles,

responsibilities, scope of work and expected deliverables

Senior Leadership MUST support System thinking Introduce the right performance metrics Give teams the responsibility and authority to drive change Be available to remove roadblocks



Plan Knowledge

PassionExecution

Future StateMap

Current StateMap

DevelopImplementation

Plan

6 Month Cycle

Key to Success

Lean Advisors, Inc.

Phone: 877.778.6413

Email: [email protected]

Website: www.leanadvisors.com

THANK YOU ALL FOR JOINING US TODAY!

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Q&A


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