Customer value and understanding how the work gets done better Flashcards
8 wastes manufacturing
Transportation Inventory Motion Waiting Over processing Over production Defects Skills
7 wastes redefined for service
Unnecessary Movement Incorrect Inventory Delay Duplication Unclear Communication Errors in the service transaction Lost opportunity to retain/ win customers
Transportation and Motion
unnecessary movement of individuals (M) materials (T) or information (T)
Refers to extra steps that are inefficient
Can damage inventory
Inventory
excess or incorrect
available stock that is not required
Being out of stock and unable to do exactly what was required
Requires additional storage facilities and transport
could be damaged
WIP means more waiting
Waiting
opposite of flow, i.e line etc
Over processing
additional unwanted activities such as rework, reprocessing, repeated handling and storage
it is more efficient to complete a process correctly first time rather than repeat the process
Over production
Process continues when output is not required
Causes excess inventory
Typically the worst type of waste because it hides of waste
Defect
Unclear communication
Errors in the system transaction
Lost opportunity to retain or win customers
skills
underutilised skillset
limited authority and responsibility
person put on a wrong job
lack of motivation, rewards and recognition
moment of truth
any point when a customer comes in to contact with any aspect of the business
what is a process map
a CI tool that helps to visualise a process
process mapping helps to identify
who does what how tasks are done what are the inputs and outputs where is the waste enhance the memory of business
Risks in process map
buy in issues business politics analysis in vacuum time and resource consuming process mapping for the sake of it
Identifying value adding activities
1) does the step physically change the input or is it a necessary pre-requisite to doing so?
2) would the customer be interested or care about this step?
3) is the step carried out “right first time”
SIPOC stands for
suppliers inputs process outputs customers
