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Instruction and discussion forum for MC's Support Team training - Aug 20 through Sept. 10 2012.

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Mike Hincks, … jlongsjo21

3/8/13

_Course Forum Check-in

I am here On Friday, August 17, 2012 4:37:36 PM UTC-6, Mike Hincks wrote: As soon as you read this

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_Course Forum Check-in

I am here On Friday, August 17, 2012 4:37:36 PM UTC-6, Mike Hincks wrote: As soon as you read this

3/8/13

Mike Hincks, … Mike Hincks17

4/2/13

WK 1 – 04 EXERCISE “MC Ops Ex House”

So are you saying we can't create a service or product so good people would be willing to wait

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WK 1 – 04 EXERCISE “MC Ops Ex House”

So are you saying we can't create a service or product so good people would be willing to wait

4/2/13

Mike Hincks, … csimpson10

3/25/13

WK 2 – 02 EXERCISE “Mapping a Value Stream”

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WK 2 – 02 EXERCISE “Mapping a Value Stream”

3/25/13

Mike Hincks, … jlongsjo14

3/13/13

WK 1 – 03 DISCUSSION “People vs. Tools”

Tools - like our KB, Salesforce, and WebEx - definitely make for improvement, but we must have people

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WK 1 – 03 DISCUSSION “People vs. Tools”

Tools - like our KB, Salesforce, and WebEx - definitely make for improvement, but we must have people

3/13/13

Mike Hincks, … jlongsjo20

3/13/13

WK 1 – 02 DISCUSSION “Mass Production vs Lean Enterprise"

Primary Business Strategy We are definitely on the Lean Enterprise side here - we focus on solving

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WK 1 – 02 DISCUSSION “Mass Production vs Lean Enterprise"

Primary Business Strategy We are definitely on the Lean Enterprise side here - we focus on solving

3/13/13

Mike Hincks, … jlongsjo18

3/12/13

WK 1 – 01 DISCUSSION “Business Benefits”

Our team could benefit by having to do less work to get our job done. This could be achieved through

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WK 1 – 01 DISCUSSION “Business Benefits”

Our team could benefit by having to do less work to get our job done. This could be achieved through

3/12/13

Mike Hincks, … csimpson12

3/7/13

WK 2 – 01 EXERCISE “Value-Add and Non-Value”

Customer Call 1. Gather contact info a. 2min b. non-value-added 2. Gather preliminary customer

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WK 2 – 01 EXERCISE “Value-Add and Non-Value”

Customer Call 1. Gather contact info a. 2min b. non-value-added 2. Gather preliminary customer

3/7/13

Mike Hincks, … csimpson11

3/5/13

Mura- asymmetrical(absence of symmetry) unbalanced u=unbalanced a=asymmetrical

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Mura- asymmetrical(absence of symmetry) unbalanced u=unbalanced a=asymmetrical

3/5/13

Mike Hincks, … csimpson13

3/5/13

WK 1 – 06 EXERCISE “7 Forms of Waste”

Transport: Commute, FTP transfer Waiting: Waiting for deployment to run, waiting for VM to boot.

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WK 1 – 06 EXERCISE “7 Forms of Waste”

Transport: Commute, FTP transfer Waiting: Waiting for deployment to run, waiting for VM to boot.

3/5/13

Mike Hincks, … csimpson12

3/5/13

WK 1 – 05 DISCUSSION “Concepts and Ideals”

Simplicity in any task is of great importance to any organization. I am not saying that a simply task

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WK 1 – 05 DISCUSSION “Concepts and Ideals”

Simplicity in any task is of great importance to any organization. I am not saying that a simply task

3/5/13

Mike Hincks, … Chanse6

12/12/12

WK 3 – 07 EXERCISE “Going to Gemba”

Unfortunately in the position I'm in working the swing shift, I'm not in a position to do

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WK 3 – 07 EXERCISE “Going to Gemba”

Unfortunately in the position I'm in working the swing shift, I'm not in a position to do

12/12/12

Mike Hincks, … Chanse7

12/12/12

WK 3 – 06 DISCUSSION “Strategy Deployment”

A little more cross-departmental discussion would probably help. TS, QA and dev having more

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WK 3 – 06 DISCUSSION “Strategy Deployment”

A little more cross-departmental discussion would probably help. TS, QA and dev having more

12/12/12

Mike Hincks, … Chanse8

12/11/12

WK 3 – 05 DISCUSSION “Visual Management”

A display board is an easy tool to spot with very little effort. After you get into a habit of doing

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WK 3 – 05 DISCUSSION “Visual Management”

A display board is an easy tool to spot with very little effort. After you get into a habit of doing

12/11/12

Mike Hincks, … Chanse6

12/11/12

WK 3 – 04 EXERCISE “Creating Standard Work”

Update case progress weekly Check the date of the last case update sent to the customer (partner). If

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WK 3 – 04 EXERCISE “Creating Standard Work”

Update case progress weekly Check the date of the last case update sent to the customer (partner). If

12/11/12

Mike Hincks, … Chanse8

12/11/12

WK 3 – 03 EXERCISE “5S an Area of Your Work”

I picked my computer desktop. Before it just had icons scattered about. I used the 5S to combine the

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WK 3 – 03 EXERCISE “5S an Area of Your Work”

I picked my computer desktop. Before it just had icons scattered about. I used the 5S to combine the

12/11/12

Mike Hincks, … bmiller10

10/25/12

WK 3 – 02 DISCUSSION “Applying Flow and Pull Tools at MasterControl”

I love the concept of Creating work modules or work cells. Imagine small groups of 3 taking ownership

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WK 3 – 02 DISCUSSION “Applying Flow and Pull Tools at MasterControl”

I love the concept of Creating work modules or work cells. Imagine small groups of 3 taking ownership

10/25/12

Mike Hincks, … bmiller10

10/25/12

WK 3 – 01 DISCUSSION “Applying Customer and Value Stream Tools at MasterControl”

The 5 Ws and 1 H Seems like this is what we use every day in tech support. What is wrong, when did it

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WK 3 – 01 DISCUSSION “Applying Customer and Value Stream Tools at MasterControl”

The 5 Ws and 1 H Seems like this is what we use every day in tech support. What is wrong, when did it

10/25/12

Mike Hincks, … bmiller9

10/2/12

WK 2 – 04 DISCUSSION “Kaizen”

Ryan has some important points he has brought up. I believe to achieve bigger goals, we need to focus

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WK 2 – 04 DISCUSSION “Kaizen”

Ryan has some important points he has brought up. I believe to achieve bigger goals, we need to focus

10/2/12

Mike Hincks, … bmiller9

10/2/12

WK 2 – 03 EXERCISE “Developing Improvements”

1. We need a way to cut back time spent waiting on customers to send us their database. perhaps

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WK 2 – 03 EXERCISE “Developing Improvements”

1. We need a way to cut back time spent waiting on customers to send us their database. perhaps

10/2/12

8/17/12

Please post any questions about Week 3 process and/or content in this thread. Just select this note,

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Please post any questions about Week 3 process and/or content in this thread. Just select this note,

8/17/12

8/17/12

WK 3 – 00 AGENDA and Learning Tasks

Welcome to Week 3 of our MC Ops Ex Improvement Team training. This announcement posting lists the

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WK 3 – 00 AGENDA and Learning Tasks

Welcome to Week 3 of our MC Ops Ex Improvement Team training. This announcement posting lists the

8/17/12

8/17/12

Please post any questions about Week 2 process and/or content in this thread. Just select this note,

unread,

Please post any questions about Week 2 process and/or content in this thread. Just select this note,

8/17/12

8/17/12

WK 1 – 00 AGENDA and Learning Tasks

Welcome to Week 1 of our MC Support Team training. This announcement posting lists the agenda for

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WK 1 – 00 AGENDA and Learning Tasks

Welcome to Week 1 of our MC Support Team training. This announcement posting lists the agenda for

8/17/12

8/17/12

WK 2 – 00 AGENDA and Learning Tasks

Welcome to Week 2 of our MC Support Team training. This announcement posting lists the agenda for

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WK 2 – 00 AGENDA and Learning Tasks

Welcome to Week 2 of our MC Support Team training. This announcement posting lists the agenda for

8/17/12

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