2nd Edition
The Complete Lean Enterprise Value Stream Mapping for Office and Services, Second Edition
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
Biography
Beau Keyte, Drew A. Locher
"Beau Keyte and Drew A. Locher have accomplished an ambitious task—one that can benefit anyone concerned with creating maximum value for customers with as little waste as possible. ... Beau and Drew expand the use of the now-proven Value Stream Mapping (VSM) tool to indirect, support operations, and services, locations and sources of so much waste. VSM as introduced by Beau and Drew seeks to enable users to see administrative and service waste, identify its sources, and develop a future state that eliminates it so that scarce resources can then be focused on those activities truly necessary to create value. You could find no two more experienced guides for this journey than the well-traveled Beau and Drew."
—From the Foreword by Dan Jones and John Shook
