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Presentation from June 12 "Brownbag University" webinar. Utilizing Value Stream Mapping and Voice of Customer to improve your business.
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Improving Your Business ByImproving Your Business ByCombining VSM with VOC.Combining VSM with VOC.
Improving Your Business By CombiningImproving Your Business By CombiningVSM with VOC.VSM with VOC.
• Introductions
• Value Stream Mapping– What is value stream?
– Difference between process mapping and value streammapping.
– Benefits of value stream mapping.
– Typical maps
• Voice of Customer– Importance of VOC
– Steps in obtaining Voice of Customer
– Results
• Bringing VOC and VSM together.
• Questions and Answers
• Brown Bag Series
FacilitatorsFacilitators
Mike PircerMAP Business Solutions, Inc.(248) 379-8344www.mapbizsolutions.comwww.linkedin.com/in/mikepircer
Dan WalkerRiver’s End Consulting(248) 770-2554www.riversendconsulting.comwww.linkedin.com/in/tentmakerenterprise
Defining a Value StreamDefining a Value Stream
What is a Value Stream?• Actions required to bring a product or service to a
customer.
Value-added or non-value added?Three tests:
1. It changes the shape or form.
2. The customer cares about it.
3. It needs to be done right the first time.
Value Stream ImprovementValue Stream Improvementvs.vs.
Process ImprovementProcess Improvement
Value Stream ImprovementValue Stream Improvementvs.vs.
Process ImprovementProcess Improvement
Start FinishedProduct
1
Process
2
Process
3
ProcessCustomer
Value Stream
Value Stream MappingValue Stream Mapping
What is Value Stream Mapping?• PENCIL AND PAPER!!!
• Door to Door
• Prioritize Improvement Plans
Value Stream MappingValue Stream MappingBenefits of Value Stream
Mapping.
• Creates a vision of thefuture.
• Enables broad participation.
• Reduces the risk of creating“islands of excellence”.
• Helps to break downcommunication barriers.
• Provides an implementationroad map.
CurrentCurrent--State Value Stream MappingState Value Stream Mapping
Creating the Current-State VSM• Form the team.
• Educate (if necessary).
• Brainstorm an initial map through:– Team consensus
– “Value Stream Waste Walk”
• Formalize scope and preliminary objectives.
• Draft a rough-cut map.
• Gather necessary data and info.
• Create the final current-state value stream map.
CurrentCurrent--State Value Stream MappingState Value Stream MappingA few VSM Icon DefinitionsA few VSM Icon Definitions
© River’s End Consulting,Latest update 02/16/09
Our customers are unaware of many of our capabilities?
It would be nice to:•Match our customers unknown expectations•With our unknown capabilities
We are unaware of many of our customer expectations?
© River’s End Consulting,
Can We Agree?
© River’s End Consulting,
© River’s End Consulting,
We are going to ask our Stakeholders about:• Experiences with our products and services• Experiences with competitor products and services
© River’s End Consulting,
2. Identify what we already know
© River’s End Consulting,
What We Will Do1. 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
© River’s End Consulting,
Purpose: Why interview people
To understand what requirements are criticalto maximize customer satisfaction andeliminate wasteful processes.
© River’s End Consulting,
Textual Analysis(What we already know)
Functions
Airplane safetyStandards
Basicfunctionality
ResistsEnvironmental
Degradation
AestheticallyPleasing
Mechanicalsoundness
FAA 10330.45USGR 330.5
Max payloadspec 30034
Aircraft paintstandard 45.87
What do we already know?
© River’s End Consulting,
Unknown, for further investigation1 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
© River’s End Consulting,
Objectives: What we want to know
1 Understand the buying habits of our customers
2 Understand the type of color choices the customer desires
3Determine how well the graphics we apply meet the needsof our customers
4Understand the customer needs for payload capacity andbasic aircraft functionality
5Understand the struggles manufacturing experiencesduring aircraft construction
6 Understand the way our planes are used
7 Understand the perception of shareholder value
8
9
© River’s End Consulting,
Value Stream
StakeholderMatrix
ExternalSupplierPaper mfg,Stamp mfg, tapemfg
Internal CFTDesign,ManufacturingEngineering,Finance,Purchasing, Quality
Internal MFGFabrication,Assembly,Decorating andFinishing
CompetitorBaker Stream Mfg
End UserCust ACust B
InfluencersFAA, USGR
Non-T
raditi
on
al
Segm
en
tation Customer
Shareholder
Manufacturing
Supplier
© River’s End Consulting,
Purpose:To understand what requirements are critical to maximizecustomer satisfaction and eliminate wasteful processes.
Objectives:
1 2 3 4 5 6 7
Understand thebuying habits ofour customers
Understand thetype of colorchoices the
customer desires
Determinehow well thegraphics weapply meet
the needs ofthe customer
Understand thecustomer needs
for payloadcapacity andbasic aircraftfunctionality
Understand thestruggles
Manufacturingexperiences
during aircraftconstruction
Understandthe way ourplanes are
used
Understand theperceptionshareholder
value
Question 1What determinesthe quantity ofplanes you buy?
How do youchoose the colorof your plane?
Whatadditionalgraphicchoices do youdesire?
What is the rangeof payloadcapacity youneed?
Tell me aboutyour experiencebuilding theplanes.
How do youuse theplanes youbuy from us?
What is yourimpression ofour cash flow?
Question 2Tell me aboutyour experiencewith our company.
How well do ourplane colors meetyour needs?
How do youdecide on thetype ofgraphics youuse?
What type ofcargo do youhaul?
What kind ofdifficulties do youexperience doingyour job?
Tell me aboutyour businessuse of theplanes.
Tell me yourview of how theindustry isdoing ingeneral
Question 3What othercompanies do youbuy from and why?
How do you seean improvedprocess formanufacturing?
Question 4Tell me your viewof how the industryis doing in general
© River’s End Consulting,
Interviewee/Objectives: ____________ Date: ________Questions Interview Team (________)
1What determines the quantity of planes you buy? (Who do youbuy 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
© River’s End Consulting,
The Interview
One interview facilitator
One to two note takers
Write Verbatim Notes
Very conversational
FutureFuture--State Value Stream MappingState Value Stream Mapping
Creating the Future-State VSM• Voice of Process Review (VOP)
– Review the current-state map with the team anddraw improvement loops.
• Voice of Customer Review (VOC)• Determining improvement ideas.
– Brainstorm ideas.– Identify resources needed and time required to
implement.– Set realistic goals.
• Draw future-state map.• Communicate.
Questions and AnswersQuestions and Answers
Mike PircerMAP Business Solutions, Inc.(248) 379-8344www.mapbizsolutions.comwww.linkedin.com/in/mikepircer
Dan WalkerRiver’s End Consulting(248) 770-2554www.riversendconsulting.comwww.linkedin.com/in/tentmakerenterprise
Brown Bag Webinar SeriesBrown 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
Recommended ReferencesRecommended References
Books• Learning to See, Mike Rother and John
Shook
• Value Stream Management for the LeanOffice, Don Tapping and Tom Shuker
• Voices into Choices, Gary Burchill andChristina Hepner Brodie
• Synchronous Management,Mokshagundam Srikanth and MichaelUmble
• Throughput Accounting, ThomasCorbett
Websites• The Lean Enterprise Institute (eVSM
software can be purchased from thissite)www.lean.org
Training:• cpd.engin.umich.edu: University of
Michigan Lean Certification Program.
• www.villanovau.com: VillanovaUniversity Lean Six SigmaCertification Program