Lean Six Sigma for the Office: Integrating Customer Experience for Enhanced Productivity


Step 1 Align Improvement OpportunitiesStrategy AlignmentStrategy AlignmentOperating ModelComparing Lean, Six Sigma, and Rapid ImprovementAgile Project ManagementComparing Deployment StrategiesVoice of the Customer (VOC)Design ThinkingLeanStep 1 – Align Improvement OpportunitiesStep 2 – Plan and Conduct the Rapid Improvement EventStep 3 – Implement Solutions to Change BehaviorsElements of a Lean SystemUnderstand the CustomerReduce ComplexityDeploy TeamsPerformance MeasurementsMap the ProcessEliminate NVA OperationsJust in Time (JIT) ProductionIntegrate SuppliersVisual Controls and Pull SystemsDigitization and AutomationSummaryProject IdentificationLean Supply ChainCT Flow DownOperational AnalysisProject ExamplesMetric CategoriesScoping ProjectsA3 FormProject ChartersProject PrioritizationInformation Technology EcosystemsSummaryLean Six Sigma BasicsUnderstand the Voice of the CustomerCreate Robust Product and Process Designs – Reduce ComplexityDeploy Lean Six Sigma TeamsPerformance MeasurementsCreate Value Stream Maps (VSM)Eliminate Unnecessary OperationsImplement Just-in-Time SystemsReorganize Physical ConfigurationsS and Standardized WorkLink OperationsBalance Material FlowBottleneck ManagementTransfer BatchesMistake-ProofingHigh QualityReduce Set-Up Time (SMED)Total Preventive MaintenanceLevel DemandReduce Lot SizesMixed Model SchedulingSupplier Networks and SupportImplement Visual Control and Pull Systems – KanbanContinually Update Process TechnologiesSummaryStep 2 Plan and Conduct the Rapid Improvement EventRapid Improvement EventsPrepare for the Rapid Improvement EventCreate a Project CharterReserve a Conference RoomObtain Supplies and EquipmentEnsure Facilities Are Available Including Breakout RoomsEnsure Support Personnel Are Available to Assist the TeamCollect Process Information of Floor Layouts, Process, and ProceduresCollect Information of Operational Cycle TimesTaking Pictures of the Area to be Improved Showing IssuesObtaining Examples of Process IssuesObtaining Examples of Best-in-Class Process ConditionsDeveloping a Schedule for the Rapid Improvement EventCommunicating the EventMarking Areas for the EventSetting up Flip Charts and Organizing Other MaterialsRapid Improvement Event Communication EmailRapid Improvement Event Kick-Off AgendaConducting the EventBring Team Together to Discuss Roles and ResponsibilitiesDiscuss Event DeliverablesConduct Team Training as RequiredCreate Detailed Value Flow Maps and Layouts of the ProcessFacilitate to Ensure Full Participation of Team MembersCollect Data at Every OperationAnalyze Data and Develop Prioritized ImprovementsChange the ProcessApply 5S and Mistake-Proofing MethodsEvaluate the Rapid Improvement EventSummaryData Collection and AnalysisBig Data Collection and AnalyticsMetadata Definition and LineageInformation Quality GovernanceValue Stream MappingBrown Paper ExerciseProcess CharacterizationSimple Analysis of Process DataProcess ImprovementCommon Process ChangesControl Tool Effectiveness and SustainabilityRoot Cause Analysis and Improvement StrategiesRobotic Process AutomationAutomating for Solution SustainabilityExamplesExample 1: Financial ForecastingExample 2: Accounts ReceivablesExample 3: New Product Market ResearchExample 4: New Product DevelopmentExample 5: Hiring EmployeesExample 6: Supplier Performance ManagementIdentifying and Prioritizing ImprovementsSummaryStep 3 Implementing Solutions
 
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