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7/25/2019 Process Mapping and Waste.ppt
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7/25/2019 Process Mapping and Waste.ppt
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THE SEVEN CLASSESTHE SEVEN CLASSES
OF WASTEOF WASTE What is Waste?What is Waste?
Value for Whom?Value for Whom?
Find and Eliminate Waste.Find and Eliminate Waste.
SS
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#1 Excess Production#1 Excess Production
ExamplesExamples________________________________________________________________________________________________________
Excess production !ides pro"lemsExcess production !ides pro"lemsand createsand creates:: Extra inventory, handlin, e!ui"ment usae,Extra inventory, handlin, e!ui"ment usae,
s"a#e, !uality "ro$lem issues, et#.s"a#e, !uality "ro$lem issues, et#.
Production s!ould "e determined "Production s!ould "e determined "t!e customer$ not %&alse tar'ets(t!e customer$ not %&alse tar'ets(
suc! as utili)ationsuc! as utili)ation..
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#* Waitin' or Watc!in'#* Waitin
' or Watc!in'
CausesCauses Waitin' &or +aterialsWaitin' &or +aterials
Waitin' &or E,uipment-ToolsWaitin' &or E,uipment-Tools Waitin' &or .epairs-Ser/iceWaitin' &or .epairs-Ser/ice
Waitin' &or Lar'e Lots to Finis!Waitin' &or Lar'e Lots to Finis!
Watc!in' 0nrelia"le ProcessesWatc!in' 0nrelia"le Processes
Watc!in' &or Pro"lemsWatc!in' &or Pro"lems
E&&ectsE&&ects Wastes TimeWastes Time
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# Con/eance or# Con/e
ance or
TransportationTran
sportation CausesCausesPoor LaoutsPoor Laouts 2Lon' distances2Lon' distances
"et3een process operations4"et3een process operations4
Lar'e Production LotsLar'e Production Lots
5atc! Processes5atc! Processes
Poor Sc!edulin'Poor Sc!edulin'
E&&ectsE&&ects Wastes TimeWastes Time
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#6 Processin' 7tsel Processin
' 7tsel&
CausesCausesPoorl +aintained E,uipmentPoorl +aintained E,uipment
7mproper- Poor Toolin'7mproper- Poor Toolin'Excess C!ec8in'-Stoppin'Excess C!ec8in'-Stoppin'
7mproper +aterials7mproper +aterials
Errors in Processin'-SetupErrors in Processin'-SetupPoor-no Wor8 7nstructionsPoor-no Wor8 7nstructions
E&&ectsE&&ects Wastes TimeWastes Time
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#9 7n/entor#9 7n/entor
CausesCauses Lon' SetupsLon' Setups
Lar'e 5atc! Si)esLar'e 5atc! Si)es %%+indset( o& Com&ort+indset( o& Com&ort
.eliance on %+.P( to reorder.eliance on %+.P( to reorder
5atc! Processin'5atc! Processin'
E&&ectsE&&ects Wastes Time : HidesWastes Time : Hides.eal Pro"lems.eal Pro"lems 2,ualit$ sc!edulin'$2,ualit$ sc!edulin'$suppliers$ maintenance$ attendance$ etc;4suppliers$ maintenance$ attendance$ etc;4
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#< +otion#< +otion
CausesCausesPoor Laouts : FacilitiesPoor Laouts : Facilities
Poor Wor8 Place =esi'nsPoor Wor8 Place =esi'ns %%Lost 7tems-Searc!in'Lost 7tems-Searc!in'
Lac8 o& Needed Toolin' :Lac8 o& Needed Toolin' :
E,uipmentE,uipment E&&ectsE&&ects Wastes TimeWastes Time
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#> Producin' Failures#> Producin' Failures
CausesCauses Poor Trainin'Poor Trainin'
Poor +anu&acturin' 7nstructionsPoor +anu&acturin' 7nstructions Poor E,uipment : Toolin'Poor E,uipment : Toolin'
Poor +aterialsPoor +aterials
???????????????????????????????????????????????????????????????? E&&ectsE&&ects Wastes TimeWastes Time
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Ho3 to 7denti& andHo3 to 7denti& and
Tar'et Waste 3it! @ai)enTar'et Waste 3it! @ai)en
You cant eliminateYou cant eliminate
what you dont see.what you dont see.
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%dd Value?%dd Value?
Supplier
Internal or
External
Work
Station
Process
Customer
Internal or
External
PROCESS MODELPROCESS MODEL
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C0STO+E. FOC0SC0STO+E. FOC0S
E%&' ()*&ESS '%S +S *W-E%&' ()*&ESS '%S +S *W-
S((/+E) %-0 &S*1E).S((/+E) %-0 &S*1E).
ltimate or external #ustomer.ltimate or external #ustomer. +mmediate or internal #ustomer.+mmediate or internal #ustomer.
0efine and understand your #ustomer2s0efine and understand your #ustomer2sneeds and ex"e#tations.needs and ex"e#tations.
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WHO A.E O0.WHO A.E O0.
C0STO+E.SBC0STO+E.SBW'* %)E 3*) /+1%E &S*1E)S?W'* %)E 3*) /+1%E &S*1E)S?
W'* %)E 3*) +11E0+%EW'* %)E 3*) +11E0+%E&S*1E)S:&S*1E)S:
W'% %)E 3*)W'% %)E 3*)&S*1E)2S -EE0S, )E4+)E1E-S,&S*1E)2S -EE0S, )E4+)E1E-S,
%-0 E5(E&%+*-S:%-0 E5(E&%+*-S:
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+ANA7N 0PST.EA++ANA7N 0PST.EA+
Effe#tive "ro#ess fo#us re!uires you to oEffe#tive "ro#ess fo#us re!uires you to o
$a#6 to the "revious "ro#ess to see6 out$a#6 to the "revious "ro#ess to see6 out
a "ro$lem2s #auses.a "ro$lem2s #auses.
+m"rovement re!uires that 7e al7ays $e+m"rovement re!uires that 7e al7ays $e
a7are of 7hat #omes from the "reviousa7are of 7hat #omes from the "revious"ro#ess. 8Su""lier9."ro#ess. 8Su""lier9.
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=e&inin' Process Flo3=e&inin' Process Flo3
sese VisualVisual"ro#ess ma""in#hartin"ro#ess ma""in#hartinte#hni!ues:te#hni!ues: (ro#ess &harts for (rodu#ts(ro#ess &harts for (rodu#ts Flo7 &harts for SystemsFlo7 &harts for Systems
Fun#tional 0e"loyment 1a" for %#tions andFun#tional 0e"loyment 1a" for %#tions andFun#tionsFun#tions
Value Stream 1a"s 8VS19 for 1aterials andValue Stream 1a"s 8VS19 for 1aterials and+nformation+nformation
Define and understand your processes to
identify and eliminate waste.
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()*&ESS &'%)S()*&ESS &'%)S
%id in%id in::
Visuali;in and understandin the "ro#essVisuali;in and understandin the "ro#ess
+dentifyin s"e#ifi# o"erations for im"rovement+dentifyin s"e#ifi# o"erations for im"rovement
nderstandin effe#ts of #hanes in one ste" on othersnderstandin effe#ts of #hanes in one ste" on others
(ur"oses(ur"oses::
)edu#e o"eratormaterial movement)edu#e o"eratormaterial movement
*rder a#tivities "ro"erly*rder a#tivities "ro"erly
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+. (ro#ess &hart+. (ro#ess &hart
=details all 7or6 done $y or on one "rodu#t=details all 7or6 done $y or on one "rodu#t
Symbol Action Classification Predominant Result
Operation
Transportation
Inspection
Delay
Storae
Produces or Accomplis!es
"o#es
$erifies
Interferes
%eeps
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Operation Process C!art s!owin intensity of material flow and t!e out&flow of c!ips and scrap '"ut!er( R. Systematic Layout
Planning. C)I Publis!in Company( Inc.( )oston( *+,-.
Castin S!eet Steel
Storae
)olts
- Tons Turnins
/.- Tons
Turnins
/.- Tons
-.- Tons
Turn
0 Tons
/&1
/&0 /&*
/&2
/&-
/&3
Scrap
2 Tons
Offal
* TonDrill
, Tons
- Tons
+ Tons
)lan4
+ Tons
Trim
*/.1 Tons
Assemble5
Inspect
6orm
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7ori8ontal line indicates material feedin
into process
$ertical line indicates steps of process
arraned in c!ronoloical se9uence
A.
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). 7ori8ontal lines i#e way w!en lines cross
"aterial in&feed line
Process se9uence line
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C. Typical process diaram
Symbol and :umber
Time5Place Description
Paint/./20/
Test2
0
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D. Assembly wor4 c!artin starts in upper ri!t corner of
s!eet wit! larest component or one !a#in most
operations.
Purc!ased item
or material
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E. Alternate routins s!own by split and re;oined lines
*
2
1
0
-
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6. "aterial returned for rewor4
*
-
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7. Complex c!arts aided by arrows( cur#ed corners
*
3
,
2
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()*()*
%+0E%+0E%naly;e the #hart usin the 4uestionin %ttitude: 0oes%naly;e the #hart usin the 4uestionin %ttitude: 0oes
the a#tivity add value for the #ustomer?the a#tivity add value for the #ustomer?
+F -* +F -*
0etermine ho7 #an a#tivities $e:0etermine ho7 #an a#tivities $e:
Eliminated?Eliminated?
Sim"lified?Sim"lified?
&haned in se!uen#e?&haned in se!uen#e? &om$ined?&om$ined?
Standardi;ed?Standardi;ed?
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F/*W&'%)SF/*W&'%)S
A flowc!art is a pictorial representation of a loical decision process( w!ic! identifies
all of t!e ma;or steps and decision points in#ol#ed in proressin from t!e beinninto t!e end.
6lowc!arts pro#ide a lobal o#er#iew of a >procedure?
clearly identifyin !ow eac! step is related to t!e ot!ers
in order to accomplis! a particular ob;ecti#e.
)ein
Step *
Decision * @es:o
Step 2End
Etc.
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F/*W&'%) SEF/*W&'%) SE
o $ettero $etter understandunderstandand aree on 7hat the "ro#essand aree on 7hat the "ro#ess
is in terms ofis in terms of actions and decision pointsactions and decisionpoints
o determine ho7 the "ro#esso determine ho7 the "ro#ess currently workscurrently works
o determine ho7 the "ro#esso determine ho7 the "ro#ess should workshould work
oo identify wasteidentify wasteand o""ortunities forand o""ortunities for
im"rovementim"rovement
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6OBC7ART SE Continued
To c!ec4 if t!e procedure >as written? flows and
terminates in a loical se9uence( ensurin t!at all steps
are considered and not >left danlin.?
To document procedures
'Common wit! ISO5S +///
To facilitate new employee trainin
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6OBC7ART S@")OS
Depict time consuming stepsin
a process. Examples Inspect a
product( mac!ine a part( record
t!e results( etc.
Acti#ity
or
Tas4
Depict questions/checksand
s!ow alternati#e outcomes
dependin on t!e result.Examples Is t!e part
nonconforminF If yes( do one
t!in. If no( do anot!er.
Decision
:o
6alse
Re;ect
6ail
@es
True
Accept
Pass
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6OBC7ART S@")OS Continued
Depict documents used to
perform tas4s or records
enerated by t!e acti#ity. Examples
Bor4 Instructions 'in
Scrap Record 'out.
Document or Record
'used or enerated
Depict t!e beinnin or end of
a procedure5process.Terminator
')ein or End
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6OBC7ART S@")OS Continued
Depict t!e flow of loic(
decisions( or steps of
documentation.6low
Depict transfer of flow to a
location or s!ow t!e identity of
a location.
A
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Start
Customer Issues Resolution Process (CIRP)
Should issue $e
redire#ted to another
de"artment?
-o
Process Map (Flowchart)February ! "##
)e#ord +ssue
initial issue details
are re#orded in
Fran6lin "lanner
&ustomer +ssue )e"orted
#ustomer issue is re#eived
$y >SE de"artment leader
either via email, voi#e
mail, or $y dire#t #onta#t
+ndentify &oni;ant Enineer
>SE manaement identifies
res"onsi$le #oni;ant
enineer and s#hedules
transmittal meetin
ransmittal 1eetin
>SE manaement
transmits all 6no7n
issue information to
#oni;ant enineer
&larify +ssue
>SE enineer #onta#ts
#ustomer dire#tly to
#larify the issue,
"ro$lem, or #on#ern
+nvestiate @ (erform
)esear#h
revie7 &11As
ather dra7ins
identify relevant sour#es
of information
determine s#o"e of issue
)e"ort +nitial Findin
)e"ort initial findins to
>SE manaement
+s 7or6 #overed
under (rodu#t Su""ort
%reement?
0etermine SE manaement
determines 7hat $udet 7ill$e used to "ay for 7or6
-otify &ustomer
s#o"e of issue is
outside of "rodu#t
su""ort areement
(re"are
4uote?
3es
3es
-o
%uthori;e Wor6
>SE manaement
authori;es 7or6 to $e done
>SE Enineer (erforms Wor6
develo" "lan
develo" s#hedule ma6e #hanes to dra7ins
7rite (%)
et#.
End
-o
Su""ly &ustomer With
Finished (rodu#t
"rovide #ustomer 7ith
finished "rodu#t materials
and data
3es
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EOSCoor$inator
%as& Responsible
Personnel
Determine the $i'isions ha'in the bestan$ worst o'erall results
Form stratey teams
Start "ro#ess
Compare results o three $i'isions orthe pre'ious three years
*naly+e $ata an$ ma&e impro'ementplans
Collect a$$itional $ata
Implement impro'ement Plans an$ inorm$irector
Di'isionManaers
Distribute employeesur'ey results
Director
Discuss results with all $i'ision manaers
Enouh $ata to ma&e impro'ementplans,
Share +nformation
Do urther analysis an$ mo$iyimpro'ement plans
3es
Satisie$ with analysis an$ impro'ementplans,
Stratey%eams
En$ Process
-o
Functional =eploment +ap
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B% ra"hi# tool for des#ri$in ho7 material and
information a#tually move throuh your "ro#ess, and
identifyin the nonvalueadded a#tivities 7ithin the
"ro#ess.
Bsed to streamline and drive #hanes in the "ro#ess$y removin !ueuin, movement, delay and other
a#tivities for 7hi#h a #ustomer is un7illin to "ay.
By"i#ally #reated in t7o "hases: #urrent state and
future state.
-alue Stream Mappin (-SM)
Exam"le from 4uality 0iest 1ar#h CDD, " GExam"le from 4uality 0iest 1ar#h CDD, " G
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Ste" one: 1eetinSte" one: 1eetin
Set u" a meetin $et7een the manaement team andSet u" a meetin $et7een the manaement team and
valuestream "ro#ess o7nersvaluestream "ro#ess o7ners
State the "ur"ose of the VS1 event H to ma" the valueState the "ur"ose of the VS1 event H to ma" the value
stream as it #urrently exists and 7or6s and ain an a##uratestream as it #urrently exists and 7or6s and ain an a##urate
understandin of ho7 the "ro#ess o"erates.understandin of ho7 the "ro#ess o"erates.
sed to !uiet any defensiveness on the "art of "ro#esssed to !uiet any defensiveness on the "art of "ro#ess
o7ners $e#ause the ma" 7ill "ro$e dee"ly into their 7or6o7ners $e#ause the ma" 7ill "ro$e dee"ly into their 7or6
life and ma6e visi$le most of the 7astelife and ma6e visi$le most of the 7aste ..
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Ste" t7o: raininSte" t7o: rainin
rain the VS1 team for t7o "ur"oses.rain the VS1 team for t7o "ur"oses. First, the team needs toFirst, the team needs to understand the #on#e"tsunderstand the #on#e"tsof leadof lead
time, 7aste, valueadded a#tivities and nonvalueaddedtime, 7aste, valueadded a#tivities and nonvalueadded
a#tivities as they "ertain to lean methodoloies.a#tivities as they "ertain to lean methodoloies. Se#ond, the team must 7or6 from a standard set ofSe#ond, the team must 7or6 from a standard set of
definitions and i#ons 7hen dra7in the VS1.definitions and i#ons 7hen dra7in the VS1.
he team then assins t7o to four of its mem$ers tohe team then assins t7o to four of its mem$ers to
#onstru#t the #urrentstate ma".#onstru#t the #urrentstate ma".
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Ste" three: 0ata &olle#tionSte" three: 0ata &olle#tion
(i#6 a "arti#ular "rodu#t of the value stream and follo7 it(i#6 a "arti#ular "rodu#t of the value stream and follo7 it
throuh the "ro#ess if the lead time is less than the num$er ofthrouh the "ro#ess if the lead time is less than the num$er of
days s#heduled for the event. 8usually C days9days s#heduled for the event. 8usually C days9
0ata on ea#h a#tivity 7ithin the value stream should $e0ata on ea#h a#tivity 7ithin the value stream should $e
#olle#ted and #an in#lude:#olle#ted and #an in#lude: &y#le times&y#le times
&haneover or setu" times&haneover or setu" times
-um$er of "eo"le involved-um$er of "eo"le involved
4uantity of units "ro#essed4uantity of units "ro#essed
4uantity of #haneovers for a iven time "eriod4uantity of #haneovers for a iven time "eriod 0o7ntime0o7ntime
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Ste" four: 1a" &onstru#tionSte" four: 1a" &onstru#tion
he #urrentstate ma" #an $e #onstru#ted after ea#hhe #urrentstate ma" #an $e #onstru#ted after ea#h
a#tivity has $een o$served and the data have $eena#tivity has $een o$served and the data have $een
#olle#ted.#olle#ted.
/a$el ea#h a#tivity in a "ro#ess $ox, 7ith the data for that a#tivity/a$el ea#h a#tivity in a "ro#ess $ox, 7ith the data for that a#tivity
listed $elo7 it.listed $elo7 it. se arro7s to sho7 the flo7 of the "rodu#tse arro7s to sho7 the flo7 of the "rodu#t
se trianles $et7een the "ro#ess $oxes to de"i#t inventoryse trianles $et7een the "ro#ess $oxes to de"i#t inventory
levels of 7or6 in "ro#ess $efore ea#h a#tivity.levels of 7or6 in "ro#ess $efore ea#h a#tivity.
0ra7 i#ons and arro7s o""osite the "rodu#t flo7 to sho70ra7 i#ons and arro7s o""osite the "rodu#t flo7 to sho7#ommuni#ation flo7s they sinal u"stream a#tivities that 7ill#ommuni#ation flo7s they sinal u"stream a#tivities that 7ill
rea#t to do7nstream information.rea#t to do7nstream information.
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Ste" four: 1a" &onstru#tion #ont.Ste" four: 1a" &onstru#tion #ont.
he #urrentstate ma" #an $e #onstru#ted.he #urrentstate ma" #an $e #onstru#ted.
0ra7 a sa7 tooth diaram underneath the value stream to de"i#t0ra7 a sa7 tooth diaram underneath the value stream to de"i#t
"ro#ess and lead time. Write the time to "ro#ess a sinle unit of "rodu#t"ro#ess and lead time. Write the time to "ro#ess a sinle unit of "rodu#t
on the diaram2s u""er teeth, and the !ueue time on the lo7er teeth.on the diaram2s u""er teeth, and the !ueue time on the lo7er teeth.
&al#ulate the "ro#ess time for the value stream $y addin the times&al#ulate the "ro#ess time for the value stream $y addin the times
alon the u""er teeth of the sa7 tooth diaram.alon the u""er teeth of the sa7 tooth diaram.
&al#ulate the total lead time $y addin all the times on the u""er teeth&al#ulate the total lead time $y addin all the times on the u""er teeth
and the lo7er a"s toether.and the lo7er a"s toether.
&al#ulate the "er#ent of the total lead time re"resented $y the "ro#ess&al#ulate the "er#ent of the total lead time re"resented $y the "ro#ess
time.time.
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&ustomers $ein
arrivin at I a.m.
for J a.m. o"enin
&ustomers sit
do7n and 7ait for
their num$er to $e
#alled $et7een
ea#h station
&ustomer
)e#eive !ueuin
ti#6et
=&KC minLDD #ustday
C examiners
(ro#essed for
7ritten exam
&K minMD #ustday
G examiner
a6e test on #om
"uter testin station
&KGL to D minGC #om"uters
&om"uteri;ed
testin in Enlish
only
+N to M "eo"le
+L to GD "eo"le
+GDD to CDD "eo"le
/eend
=& K &y#le time
== K +nventory+
==
C min
JD min CD min D min GL min
min CD min
Fiure G: 0river2s /i#ense +ssuan#e:
&urrentState 1a"
%otal processin time . / 1 minutesFiure G: 0river2s /i#ense +ssuan#e:
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&ustomers shuffle
$a#6 and forth
throuh servi#e
#enter: no flo7
%otal processin time . /01 minutes
%otal lea$ time . "2301 minutes
S#ore test and
re#eive "assin
do#umentation
&KC min for
#om"&KL min for
forein lanuae
G examiner
DO failure rate
&om"lete a""li
#ation, sin and
enter in system
&KC.L min
LD #ustday examiners
LO rePe#ted for
la#6 of
do#umentation
&a"ture "hoto and
re#eive money
&KG.L min
LD #ustdayC #ameras
"rinters
C examiners
+GDD to CDD "eo"le
+L to GD
"eo"le
+D to GCD "eo"le
/eend
=& K &y#le time
== K +nventory+
C min
GL min IL min L min
C.L min G.L min
GD min
.L min
(i#6 u" driver2s
li#ense
&K.L min
CL #ustdayC examiners
LO s#ra" rate
+N to L "eo"le
&urrentState 1a"
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Ste" five: )evie7Ste" five: )evie7
*n#e the #urrentstate ma" is #om"leted, #all a meetin*n#e the #urrentstate ma" is #om"leted, #all a meetin
of the manaers and "ro#ess o7ners to revie7 the ma"of the manaers and "ro#ess o7ners to revie7 the ma"
and validate the information.and validate the information.
he data on the ma" are o"en for !uestions, and a #onsensushe data on the ma" are o"en for !uestions, and a #onsensus
must $e rea#hed $efore oin any further.must $e rea#hed $efore oin any further.
%n MD"er#ent a##ura#y level is a##e"ta$le if the team strules%n MD"er#ent a##ura#y level is a##e"ta$le if the team strules
to #ome to a #onsensus on any data $e#ause "rior to #om"letinto #ome to a #onsensus on any data $e#ause "rior to #om"letin
the ma", no level of a##ura#y had existed at all.the ma", no level of a##ura#y had existed at all.
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Ste" six: Set arets for +m"rovementSte" six: Set arets for +m"rovement
se $rainstormin to taret im"rovement initiatives tose $rainstormin to taret im"rovement initiatives to
eliminate and redu#e $ottlene#6s and lead times.eliminate and redu#e $ottlene#6s and lead times.
se an %ffinity 0iaram, +nterrelationshi" 0ira"h, or reese an %ffinity 0iaram, +nterrelationshi" 0ira"h, or ree
0iaram as a""ro"riate.0iaram as a""ro"riate.
%void develo"in im"rovement initiatives that only fo#us on the%void develo"in im"rovement initiatives that only fo#us on the"ro#ess ste"s 7here "rodu#ts are $ein transformed. *ften more"ro#ess ste"s 7here "rodu#ts are $ein transformed. *ften more
than JL "er#ent of the time in a value stream is s"ent "erforminthan JL "er#ent of the time in a value stream is s"ent "erformin
a#tivities that don2t add value. Q)emem$er, the oal of VS1 is toa#tivities that don2t add value. Q)emem$er, the oal of VS1 is to
taret these nonvalueadded a#tivities for 7aste elimination ortaret these nonvalueadded a#tivities for 7aste elimination or
redu#tion.Rredu#tion.R
se an effe#t#ost a""roa#h to "rioriti;e the im"rovementse an effe#t#ost a""roa#h to "rioriti;e the im"rovement
"lan."lan.
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Ste" six: Set arets . &ont.Ste" six: Set arets . &ont.
he team $rainstormed the follo7in im"rovement initiatives:he team $rainstormed the follo7in im"rovement initiatives: % #reative staffin "lan that allo7s for extended hours to eliminate a delue at the% #reative staffin "lan that allo7s for extended hours to eliminate a delue at the
$einnin of the day.$einnin of the day.
Written instru#tions in multi"le lanuaes detailin exa#tly the forms andWritten instru#tions in multi"le lanuaes detailin exa#tly the forms and
do#umentation needed for ea#h servi#e a #ustomer may need.do#umentation needed for ea#h servi#e a #ustomer may need.
)edesin the a""li#ation forms for easier understandin and #reate a des6 7ith)edesin the a""li#ation forms for easier understandin and #reate a des6 7ith
tem"late exam"les 7here #ustomers #an fill out their o7n "a"er7or6.tem"late exam"les 7here #ustomers #an fill out their o7n "a"er7or6.
&reate online "ra#ti#e exams in multi"le lanuaes.&reate online "ra#ti#e exams in multi"le lanuaes. o de#rease the failure rate, #hare for a se#ond test attem"t.o de#rease the failure rate, #hare for a se#ond test attem"t.
% #om"uter$ased testin in multi"le lanuaes, eliminatin "a"er and "en#il testin% #om"uter$ased testin in multi"le lanuaes, eliminatin "a"er and "en#il testin
and manual s#orin.and manual s#orin.
*ne more #amera at the "hoto station to 6ee" u" 7ith demand.*ne more #amera at the "hoto station to 6ee" u" 7ith demand.
% a firstin, firstout line for "hotos and li#ense re#ei"t to "revent #ustomers from% a firstin, firstout line for "hotos and li#ense re#ei"t to "revent #ustomers from
sittin and returnin to the "ro#ess.sittin and returnin to the "ro#ess. )edesin the layout of servi#e #enters to eliminate #onfusion and #reate a #ontinuous)edesin the layout of servi#e #enters to eliminate #onfusion and #reate a #ontinuous
flo7 of #ustomers.flo7 of #ustomers.
&reate a onesto" hel" des6 for #ustomers 7ho have unusual #ir#umstan#es so they&reate a onesto" hel" des6 for #ustomers 7ho have unusual #ir#umstan#es so they
don2t disru"t the flo7.don2t disru"t the flo7.
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Ste" seven: 0ra7 the Futurestate 1a"Ste" seven: 0ra7 the Futurestate 1a"
0ata in the futurestate ma" are derived from tarets that0ata in the futurestate ma" are derived from tarets that
7ill evolve as a result of im"lementin the im"rovements.7ill evolve as a result of im"lementin the im"rovements.
+n most #ases, the futurestate ma" 7ill loo6 similar to the+n most #ases, the futurestate ma" 7ill loo6 similar to the
#urrentstate ma", 7ith the addition of im"roved metri#s.#urrentstate ma", 7ith the addition of im"roved metri#s.
+f a#tivities in the #urrentstate ma" #an $e eliminated or+f a#tivities in the #urrentstate ma" #an $e eliminated or
#om$ined, this should $e refle#ted in fe7er "ro#ess $oxes#om$ined, this should $e refle#ted in fe7er "ro#ess $oxes
in the futurestate ma".in the futurestate ma".
Fiure C: 0river2s /i#ense +ssuan#e:
F t St t 1
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Extend servi#e hours
*"en at I:ND a.m.
)e#eive !ueuin
ti#6et and handout
s"e#ifi# to servi#e
re!uested
&KC min
LDD #ustdayC examiners
Fill out a""ro"riate
a""li#ations and
forms
&K min
Selfservi#e
(ro#essed for 7ritten
exam
&KN min
MD #ustdayG examiner
+G to C "eo"le
+GD to CD
"eo"le
C minGD
min D min min
min N min
D min
CD min
a6e test on #om"uter
testin station
&KGL to D min
GC #om"utersests offered on
#om"uter in many
lanuaes
M
min
)edesin layout for
servi#e #enters to
#reate flo7 from
$einnin to end
&ustomer
+
N to L
"eo"le
FutureState 1a"
%otal processin time . 401 minutesFiure C: 0river2s /i#ense +ssuan#e:
F t St t 1
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0evelo" online"ra#ti#e tests and
#hare for tests after
one failure
%otal processin time 401 minutes
%otal lea$ time . 2/01 minutes
S#ore test and
re#eive "assin
do#umentation
&KC min
G examinerLO failure rate
Sin a""li#ation and
enter in system
&KG.L min
LD #ustday examiners
GO rePe#ted for
la#6 of
do#umentation
&a"ture "hoto and
re#eive money
&KG.L min
CL #ustdayN #ameras
"rinters
N examiners
+GD to GL "eo"le
+N to L
"eo"le
C minM
min min M min
G.L min G.L min
GD min
.L min
a6e test on #om"uter
testin station
&K.L min
CL #ustdayC examiners
LO s#ra" rate
&reate a hel" des6 forany #ustomers 7ith
s"e#ial needs or
"ro$lems that #annot $e
resolved in a timely
fashion
+N to L "eo"le
+GD to GL "eo"le
Fifo /ine
FutureState 1a"
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Ste" seven: 0ra7 the Future #ont.Ste" seven: 0ra7 the Future #ont.
his future state a##om"lished t7o oals of VS1 and leanhis future state a##om"lished t7o oals of VS1 and leante#hni!ues.te#hni!ues.
First, the im"rovement initiative stratey 7as #reated 7ith a sixmonthFirst, the im"rovement initiative stratey 7as #reated 7ith a sixmonth
time frame and the im"rovements that 7ere #alled for 7ere doa$le intime frame and the im"rovements that 7ere #alled for 7ere doa$le in
this time "eriod.this time "eriod.
Se#ond, the team fo#used on im"rovements that 7ere of little or noSe#ond, the team fo#used on im"rovements that 7ere of little or no#ost. his is a 6ey learnin "oint 7ithin lean systems: %void sinifi#ant#ost. his is a 6ey learnin "oint 7ithin lean systems: %void sinifi#ant
investment in #a"ital until the "ro#ess #an2t $e im"roved 7ithout it.investment in #a"ital until the "ro#ess #an2t $e im"roved 7ithout it.
&learly there are many more o"tions to further im"rove the futurestate&learly there are many more o"tions to further im"rove the futurestate
ma".ma".
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Ste" eiht: Formali;e the +m"rovementSte" eiht: Formali;e the +m"rovement
Esta$lish a detailed im"lementation "lan that in#ludes:Esta$lish a detailed im"lementation "lan that in#ludes: he area 7here the im"rovement 7ill o##ur,he area 7here the im"rovement 7ill o##ur,
% des#ri"tion of the im"rovement,% des#ri"tion of the im"rovement,
% !uantifia$le and measura$le oal,% !uantifia$le and measura$le oal,
he "eo"le res"onsi$le for the im"rovementhe "eo"le res"onsi$le for the im"rovement
areted start and #om"letion dates.areted start and #om"letion dates. he se!uen#e of tas6she se!uen#e of tas6s
Set a taret that2s a#hieva$le and measura$le.Set a taret that2s a#hieva$le and measura$le.
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VS1 is a "o7erful tool that #an hel" an orani;ation learn ho7 aVS1 is a "o7erful tool that #an hel" an orani;ation learn ho7 a"ro#ess loo6s from its #ustomers2 "ers"e#tive."ro#ess loo6s from its #ustomers2 "ers"e#tive.
he tool #an $e used to de"i#t the a#tivities 7ithin any $usinesshe tool #an $e used to de"i#t the a#tivities 7ithin any $usiness
"ro#ess, from sho" floor a#tivities to administrative tas6s in the front"ro#ess, from sho" floor a#tivities to administrative tas6s in the front
offi#e.offi#e.
VS1 7ill hel" "eo"le from different de"artments $ride a"sVS1 7ill hel" "eo"le from different de"artments $ride a"s
throuhout the orani;ation and $ein to a""re#iate the im"ortan#e ofthrouhout the orani;ation and $ein to a""re#iate the im"ortan#e of
their roles in the overall "ro#ess.their roles in the overall "ro#ess.
Em"loyees 7ill $ein to thin6 differently a$out the tas6s they "erformEm"loyees 7ill $ein to thin6 differently a$out the tas6s they "erform
and develo" their o7n im"rovement ideas. his is 7hen #ontinuousand develo" their o7n im"rovement ideas. his is 7hen #ontinuous
im"rovement $e#omes a 7ay of life.im"rovement $e#omes a 7ay of life.
VS1 &ommentsVS1 &omments