The first edition of this book won a Shingo Prize for Excellence in Manufacturing Research, and now, following in the tradition of its bestselling predecessor, The Complete Lean Enterprise: Value Stream Mapping for Office and Services, Second Edition details a robust step-by-step approach for implementing Lean initiatives in the service industry and office environments. A must-read for those looking to maximize the value they provide their customers, this new edition describes how to better align value stream improvements to strategic needs. In addition, it engages the entire organization in experimentation and connects a new management system with tiered visuals in support of leader standard work. This updated edition of a Shingo Prize Winner: * Features new critical steps in planning and preparing for VSM events * Includes new content and examples from the service industry, including healthcare * Provides a new examination of future state mapping * Details methods for engaging an entire organization in continuous improvement by focusing on socialization * Discusses the use of experiments to "learn your way" to a future state * Provides examples of tiered visual management and demonstrates the principles of a lean management system Providing improved ways to involve your organization in transformation and to sustain your efforts, the book expands beyond the "tools focus" to challenge your organization to think and act differently in order to change the culture of your organization as you become more effective and efficient. This book details proven methods for aligning the organization for transformation, creating future state visions of improved effectiveness and efficiency, and engaging all levels of the organization in the transformation. After reading it, you will be better prepared to transform your organization to one that not only sustains improvement gains but is more adaptable to shifts in market and customer needs.
Applying Value Stream Mapping to Information Management Applying Value Stream Mapping to Office and Service Processes Purpose of the Case Study Getting Started: Mapping Office and Service Value Streams Understanding Value Stream Mapping Basics Getting Started: Scoping the Selected Value Stream and Choosing the Mapping Team Identifying Office and Service Waste Determining Value from Waste in Office and Service Activities Introduction to the Quick Loan Bank Case Study Scoping Assessing the Current State Step 1: Document Customer Information and Needs Step 2: Identify the Main Processes (in Order) Step 3: Select Process Metrics Quick Loan Bank Current State Drawing the Current State Map Step 1: Document Customer Information and Needs Step 2: Identify the Main Process Boxes (in Order) Step 3: Select Process Metrics Step 4: Perform Value Stream Walk-Through, Fill In Data Boxes Step 5: Establish How Each Process Prioritizes Work Step 6: Calculate the System Metrics for the Value Stream Step 7: Socialize the Current State Map Designing a Future State Question 1: What Does the Customer Really Need? Question 2: Which Steps Create Value and Which Generate Waste? Question 3: How Can Work Flow with Fewer Interruptions? Question 4: How Will Interruptions in the Flow Be Controlled? Question 5: How Will the Workload and/or Activities Be Leveled? Question 6: How Will We Manage the New Process? Question 7: What Process Improvements Will Be Necessary to Achieve the Future State? Quick Loan Bank Future State What Does the Customer Really Need? Which Steps Create Value and Which Generate Waste? How Can Work Flow with Fewer Interruptions? How Will Interruptions in the Flow Be Controlled? How Will the Workload and/or Activities Be Leveled? How Will We Manage the New Process? What Process Improvements Will Be Necessary to Achieve the Future State? Achieving the Future State Tie the Value Stream Design to the Company's Business Objectives Identify "Chunks" in the Future State and Prioritize Develop a Plan to Implement the Envisioned Future State for Each Chunk Sharing with the Organization Let the Experiments Begin! Leading in the Future State Using the PDCA Model The Role of Leader Standard Work Building the Thinking Muscles through Humble Inquiry Visual Management: Creating a Focal Point for the Management System Examples of Tiered Metrics Summary Appendix I: Suggested Reading Appendix II: Demand Rate Index
