Transforming Administrative Services through a Lean Philosophy (237808352)

8/11/2019 Transforming Administrative Services through a Lean Philosophy (237808352)

http://slidepdf.com/reader/full/transforming-administrative-services-through-a-lean-philosophy-237808352 1/26

!"#$" &'"()*+",- .)#'

!"#$%&'"()$* ,-()$)%."#/01 21"0)31% !4"'5*4, 61#$ 74)8'%'94:

/0&12&3/45') 678 796:

0*; 0#("< =; 1*)#$)*

>? @A* B"'#'C) D E5+"')++ 3)*("C)+ D F*)#+5*)*

0#'# !"GG)*

HF I E5+"')++ 2'#G-+,8 3)'"A* 0)J#*,$)', .)#' .)#<)*

2G K-#'

0"*)C,A*8 .)#' H'"L#L()+

!"#$" &'"()*+",-

MN@A*<8 MO"A



•

;#3<*"'5$- = >'$.1?.

• 61#$ @)%.'": = A)#()

• 61#$B% C'81 D EFEF 2."#.1*)3 78#$

• G)%)'$

• 61#-1"%4)9 C'81 '& 21$)'" A#$#*1(1$.

•

>58.5"1• >4#$*1 2."#.1*:

•

H(98':11 I1018'9(1$.

!"#$" &'"()*+",- .)#'



H',*A<5CLA' ,A .)#'

• P"+,A*- QGAR#G D !"#$"

• 2 +-+,)$#LC #JJ*A#CO ,A )'+5*) S) #*)

J*A("<"'T +,5<)',+8 T5)+,+8 #'< CG")',+ S",O

,O) +)*("C)+ #'< J*A<5C,+ ,O)- S#',8 SO)'

,O)- S#', ,O)$

• 2 $"'<I+), #'< A5* C5G,5*)

• 2 UA5*')- 'A, # <)+L'#LA'



.)#' MRU)CL()+ #, !"#$"

• MRU)CL()+ $5+, R) R#G#'C)< ,A >"+"A'V

• W5#G",- "+ X4AR M')Y

! !"#$%&'"()*' ,-.#/01#2

!

K)()'5)

! ?*A<5CL(",- H$J*A()$)',

! 1A+, K)<5CLA'

!

1A+, 2(A"<#'C)

! ZQ*))'[ H'"L#L()+



!"#$" .)#' /',)*J*"+) !"#$%

34 567"(1# 8)$9:&;

<4 5=#>0?; @#A B#1#>)# ,77("&)>:0#2

C4 D#E># D#6$>= ?(" F#"1:/#2

G4

HI7$>= D#6$>= J#$= K:6#L4 M$&/' F)779; &( D#6$>=

N4 H9:6:>$&# O$2&#

P4 B#=)/# F)779; J#$= K:6#2

Q4

B#=)/# K(&$9 R(2&2S4 D#1#9(7 J#$=#"2

3T4 H67(A#" H679(;##2



!"#$" &'"()*+",- .)#' 3,*5C,5*)

Lean Structure

61#$

J'#8%

61#$

61#-1"%4)9

61#$

F)#$+

.)#'

>4#(9)'$

.)#'

!''8%



!&I.)#' 3,*5C,5*)Executive Steering Team

• CEO & Senior Staff + LEANChampion

•

Provides overall direction• Identify target Lean processes

• Approve team goals and metrics

• Assures sustained results

Lean Champion/Leader

LEAN Champion Leader / Resident Expert

• Learns LEAN methodology

• Coordinates MU-Lean Project initiatives

•

Trainer, Facilitator, Coach• Maintains program metrics

• Maintains Standards

• Oversees Lean Leader CertificationProgram

• Executive Steering Team Member

Resource /Steering Team Member (RST)

• Process owner + key customer +stakeholder + expert

• Provide direction / resource / support to PIT

• Help & Support MU-Lean PIT members

• Engage with MU-Lean PIT during event asrequired

• Approve process redesigns if applicable

•

Support PIT in implementing new process

RST

RST

RST

PIT PIT

PIT

Department Steering TeamIn addition to the Executive Steering Team at theDivision Level, the larger Departments will also have

Department Steering Teams per approval of ExecutiveSteering Team and CEO- Assists PIT as Steering Member of PIT Team

Process Improvement Team (PIT)

• PIT Team Leader

• Cross functional, multi-layered

• Scribe

• Walk process and collect real-time data

• Redesign process

• Develop action plans

•

Create Standard Work• Write procedures and develop metrics

• Implement process changes

The MU-Lean Teams must have a dedicated area to meet and work onMU-Lean Projects





F)CO'"C#G FAAG+ @A* E5"G<"'T !&I.)#'

TU AVD61#$ L'"<S''<% W 61#$ 61#-1" >1"/X3#/'$

EU

AVD61#$D2;7N Y;5%)$1%% 7"'31%% N(9"'01(1$.Z

[U

AVD61#$ \#)]1$ H01$.%

Û H$.1"9")%1 A#99)$*

_U G#851 2."1#( A#99)$*

Ù

a8'M >4#".%

bU

29#*41c >4#".%dU 73e ,$#8:%)%

fU

7"'31%% C'5.1

TFU 2Lg! ,$#8:%)%

TTU ̀ D2

TEU

2."#.1*: I198':(1$. D @'%4)$ \#$")T[U 2.#$-#"- L'"<

TÛ G)%5#8 !''8%

T_U

;1$34(#"<%

TÙ A2 = G)%)'h A2 D 7"'i13.h A2 D gQ31

OrganizationDevelopmenttools to help

people producechange

T-Tools



3,#'<#*< ?*AU)C, 1-CG)



?*AC)++ H$J*A()$)', ?*AU)C,

3,)J+6;

H<)'L@- ,O) ?*AU)C,7; H<)'L@- ,O) 0)G"()*#RG)+

^; H<)'L@- ,O) F)#$ !)$R)*+

:; H<)'L@- ,O) F*#"'"'T K)_5"*)$)',+

`;

H<)'L@- M,O)* K)+A5*C)+ a))<)<b; 3CO)<5G) #'< ?G#' 2CL("L)+

c; H<)'L@- ,O) 15**)', 3,#,)

\; B5,5*) 3,#,) #'< H$JG)$)',#LA'

d; 35CC))< #'< 35+,#"'

69;

.!3 e 3#f#" III a""Of# 3",)8 0#,#R#+) #'< g)R+",) 4j9kPPMMMU5$).%U(5'4)'U1-5P45(#$"1%'5"31%P81#$P

66; /$JGA-)) 0)()GAJ$)', I .)#' F*#"'"'T D 1)*LhC#LA'



HF ?*AU)C, 35JJA*, D .)#<)*+O"J

•

E5<T),

• F*#()G D /NJ)'+) K)JA*, ?*AU)C,

• /'*AGG$)', 1)',)* ?*AU)C,+

•

1AGG)T) A@ /<5C#LA'I1O#'T) A@ ?*AT*#$

• ?*AT*#$ K)(")S

61#$ !1#( 7"'i13. C1l5)"1(1$.% N! 2599'".P,*)81 L'"<



>'881*1 '& H-53#/'$ @1#8.4 #$- 2'3)1.: >4#$*1 '& 7"'*"#( 7"'i13.





3))"'T g#+,) "' ,O) /P3 1M? 15**)', 3,#,) gA*fjAS



/P3 1M? B5,5*) 3,#,) gA*fjAS



.)#' 2T"G)

!& .)#' F*#"'"'T gOAG) >)*+"A' \k bI7Ì67



1#J#R"G",- !#,5*",- !A<)G+ l1!!m

!& .)#' F*#"'"'T gOAG) >)*+"A' \k bI7Ì67





61#$ 25**1%/'$ 7"'*"#(• I1018'91- S: >"'%% a5$3/'$#8 61#$ !1#( = EFT[

• J'#8%

–

>58.5"1 >4#$*1 = H01":'$1 3#$ S13'(1 #$ #*1$. '& 34#$*1 – ;'j'( V7 D L41"1 >4#881$*1% W 61#$ 2'85/'$% #"1 ;1%. V$-1"%.''-

– @'M =

• 7"'0)-1 H(98':11% #$- >5%.'(1" M).4 1#%: (1.4'- .' 9"1%1$. .41)" )-1#% &'"

o3'$/$5'5% )(9"'01(1$.B

•

H#%: = V%1" a")1$-8: = A1#%5"#S81 = ,5.'(#.1- D 25%.#)$#S81• C581 T D g"*#$)]#/'$ (5%. 3'((5$)3#.1 #$- &'88'M .4"'5*4

• pN 4#01 # 61#$ N-1#q 7)8'.1- S: 7aI 8#%. l5#".1" EFT[

– C1l51%.1- D g$1 *''- %5**1%/'$ 91" ('$.4 &"'( 1(98':11%

– T_F 25**1%/'$% C131)01- D ^_r ;13#(1 7"'i13.% D Tf >'(981.1

•

N(981(1$.1- A)#() V$)01"%).: D K#$5#": EFT^

– _T m1M N-1#%P25**1%/'$% &"'( ` I19#".(1$.%

– TP[TPT^ = EFT N-1#% %5S()j1- D [dU`r m1M 7"'i13.%

– _P[TPT^ D [f^ N-1#% 25S()j1- 0)# oN 4#01 # 61#$ N-1#B 6)$< '$ L1S%).1



.)#' ?*AC)++ K)+5G,+

• A)#() V$)01"%).:• M[UJ#$> B#2)9&2 \ ]^<TTQU]^<T3G

– B#=)/0(> :> R(2&2

–

567"(1#6#>& :> 8)$9:&; – 567"(1#6#>& :> B#27(>2:1#>#22 &( R)2&(6#"2

– 5>/"#$2#= F$9#2 &( R)2&(6#"2

– B#=)/#= J$-(" &'"()*' H9:6:>$0(> (? O$2&#= K:6#

– R(>0>)()2 567"(1#6#>& _()">#; U HI7$>=#=



!"#)$)$* W I1018'9(1$.

25((#":

_P[TPT^

i

3GTL = 1(98':11% ."#)$1-h [ddb %1#.%h TdhbFE 4'5"%

i

NQ D 61#$ 61#-1"% )$ .41 >1"/X3#/'$ 7"'*"#( D H#34 (5%. 3'(981.1 T_3'5"%1% YTEU_ I#:%Zh 7#"/3)9#.1 )$ _ 7"'i13.%h 61#- !4"11 7"'i13.%h 7#%%

#$ H?#(h 7"1%1$. # 2)*$)X3#$. 61#$ 7"'i13. h >'$/$51 H-53#/'$C1l5)"1(1$.%

i

<GUCT D A'$.4% .' >'(981.1

• <C D >1"/X1- 21$)'" 61#$ 61#-1"% _PfPT^

•

C D A'"1 9"'i13.1- .' S1 31"/X1- S: 1$- '& X%3#8 :1#"• <T = m1M D 61#$ >1"/X3#/'$ >#$-)-#.1% 91" :1#"

• 3TT` D 61#$ N$."'-53/'$ .' A)#() H(98':11% = EFEF J'#8



,33'(98)%4(1$.%

_P[TPT^

• _`b D 2.#n (1(S1"% 4#01 S11$ )$0'801- )$ 61#$ 9"'i13.% #% 1).41" .1#( 81#-1"%

'" .1#( (1(S1"%

• [`d D !1#( 81#-1"%

• T[dd D !1#( A1(S1"%

• Ed^ D >'(981.1- 7"'i13.%

•

fb D ,3/01 7"'i13.% Y`Dd A1(S1"%P!1#(Z

• `^ = a5.5"1 7"'i13.% N-1$/X1-

• Td '& TF^ ,3/01 7"'i13.% )$ N>,h H$"'88(1$.h N!h V,h a2;

• sTfUd A)88)'$ )$ a)$#$3)#8 N(9"'01(1$.%

– T_ r D C101$51

–

d_ r D >'%. C1-53/'$ W >'%. ,0')-#$31

–

,8%'

• b_ r D C1%58.1- )$ 7"'-53/0).: N(9"'01(1$. YH%/(#.1Z

• [_r D C1%58.1- )$ J"11$ N$)/#/01% YH%/(#.1Z

• [[r D 7"'35"1(1$. C18#.1-

• [f^ = 25**1%/'$% .4"'5*4 oN 4#01 # 61#$ N-1#B



!A',OG- 3,#,5+ D EA#*< A@ F*5+,))+

K)JA*,



,335(58#.1- ,$$5#8 61#$ 7"'i13. A1.")3%

_P[TPT^

!A',OG- 3,#,5+ D EA#*< A@ F*5+,))+

K)JA*,

AVD61#$ 7"'i13.2.#.5% !'.#8% >'(981.1- 7"'i13.%

2CL() 1A$JG),)< B5,5*) FA,#G

>'%. ,0')-#$31 >'%. C1-53/'$ C101$51 J1$1"#.1- !'.#8

61#$ 7"'i13. !'.#8 D AV dc 7\: b: ::` n668b968996 n`87bd8`dc n78d6d8c\` n6d8cd98^\7



W5)+LA'+o

Documents

Transforming Administrative Services through a Lean Philosophy (237808352)