CE basics And 10 Golden Rules Flashcards
1
Q
Why CE?
A
CE addresses waste, inflexibility and variability
2
Q
What is the definition of waste?
A
Work that does not add value to the product e.g. Checks, duplication, etc
3
Q
What are the eight types of waste?
A
WOMTCOST Waiting Over processing Movement Transport Correction Overproduction Supplies Talent
4
Q
What are the five stages of CE?
A
Pre-diagnose Diagnose Design Implementation Continuous improvement
5
Q
What are the 5 dimensions of CE?
A
POCOM Process efficiency Operational Management Customer Organisation and skills Mindset and behaviour
6
Q
What are the 10 golden rules of minimum implementation standard for CE?
A
- Operational Management
- Performance dialogues
- Continues improvement
- Operating procedures
- Visual management of work progress
- Daily and weekly meeting rhythm
- Visible vision and change story
- Employee mindset and behaviour
- Management mindset and behaviour
- Management coaching on the 10 standards
7
Q
What is Customer Excellence?
A
Customer Focus
Operational Excellence
