WK 2 – 03 EXERCISE “Developing Improvements”

[Mike Hincks]

Chapter 5 of Lean For Dummies teaches you how to use your value stream map to identify process improvements. I hope you come to view this activity as I do—that once you can “see” the current state of your process, developing improvements is relatively easy.

Starting from your value stream map for WK 2 - 02 EXERCISE “Mapping a Value Stream,” please do the following:

·         Make a list of possible improvements to your selected process that will take it to its next improved “future state.”

·         Answer the question: Why is envisioning the “ideal state” for your process, before you develop ideas for the next “future state,” so beneficial?

To complete this exercise, place your responses to the two bullet items above into the body of a response to this posting.

To create and send your response, just select this note and click on the Reply button, add the text of your response, and click Send.

Thanks!

[Ryan]

The main improvements I could see to the process would be the following:
- Everyone have their Agenda items to me no later than Tuesday(day before the meeting)

- TAMs plan on covering phones every Wednesday at 11am and don't plan appts for same time

- Book a conference room that we will not be kicked out of(new building have our own conf room)

It is critical to map out the ideal state of the process to see everything that does not fall into the ideal state and then begin working on eliminating what is not in the ideal from what is in the current process.

[David Healey]

I feel that there aren't very many steps, or parts of steps I feel aren't necessary to accomplish the customer's satisfaction.  I feel that instead of removing steps, it would be best to try and shave of time during the steps used in this flow-chart.  A couple areas that could be leaned out are:

• Gather Info step - Instead of taking the time to write everything the customer says, listen instead for key words and phrases that will help me understand the customer's concern/problem. (Time potentially saved: 4 min.)
  
• If WebEx is needed - Have a WebEx session ready so when I get to this step in the call, I can wait for the customer to access the mastercontrol.webex.com site and give them the session #. (Time Potentially saved: 30 sec.) 
  

    Just by cutting out some simple tasks in a couple steps I could potentially save 4 min. and 30 sec.  This could potentially cut the time down from total: 15 min. 30 sec. to 11 min. 30 sec.

Writing something down helps us to create form out of our thoughts.  When we can see it, we can more easily see what improvements can be made.  It makes for a much easier process than just thinking about it cause it's all out in front of you in it's simplest form.

[estolberg]

As I somewhat hinted to in my VSM, the process could be improved by not having to gather the customer's name, company, MC version, etc. If this information was provided for us (either through means of pulling up a contact note when the call comes in, or auto-searching SalesForce), it would be easier to just confirm the information and know that everything is correct for later steps in the process. Likewise, by having this information provided for us, we could eliminate step 2 (searching for company/customer in SF) and step 3 partially (auto-fills in most information based on contact and company MC version). This would bring the total process time down by a couple minutes if not more (would not have to retrace steps to confirm or gather missed information).

By streamlining the process on paper, its easier to throw out processes that don't make sense, but might actually be harder to eliminate in real life (in my case, the cost of purchasing the middleware to connect calls with SalesForce might not be cost-effective in looking at what the resulting benefits are). The ideal state gives you a stretch goal that points you in the right direction so you can take the next step much easier.

[Jared Allen]

Possible improvements: Find ways to decrease page load time, find a way to eliminate the need to switch apps, find a better password generator that creates a valid password on the first try

Envisioning the ideal state before working on the next future state can open your mind to possibilities that you wouldn't have otherwise considered

[Chanse]

Possible improvements:

- Create a security group that can be added to the server templates that contains the VM admins so they don't need to be added manually.    

- Create a rule that states an email must be send stating if MC is needed on the VM, if so, what version.  If not, what O/S version is needed.

Envisioning the "ideal state" is necessary to give yourself an idea to build on to take steps to get closer to the ideal state with each newly implemented "future step" until you can get to the ideal state.  It's better to do it before developing ideas for the future state so you can envision the next logical step toward your ideal state. 

         

[ajones]

Improvements: Coping report from SalesForce to email.  Creating an email template to launch quickly. Use a keyword or keystroke macro to generate notes in the email to save time on typing.

Envisioning the ideal state allows you to run through the process and try to fine tune it before implementing it and having to correct as you go. 

[Ely Mcginty]

I see improvements could be made in the ability to have a technology in place that would retrieve the customer information for us. The process would also take less time if the resources like the kb and SF expand to provide access to more troubleshooting.

I think the ideal state is necessary before developing ideas because it provides a more defined path to develop those ideas. 

[bmiller]

1. We need a way to cut back time spent waiting on customers to send us their database. perhaps taking the ftp process a step further and have it be part of the configuration process for new companies so they can drag and drop the database in a folder on the server which will then send it to us (kind of like an auto-load folder).

2. Once the new KB is the end-all for information it should only take a couple minutes to find what you need when researching similar cases.

3. If we all set up our environments like Erik has where he has working installs of every version of MC he might use then we would improve the time it takes to get the test environment set up.  It takes a lot of time to set something like that up, and to standardize it.  It should be part of training for new hires so they configure it all before they get busy on the phones.

 

Why is envisioning the “ideal state” for your process, before you develop ideas for the next “future state,” so beneficial?

Envisioning the ideal state will allow me to set the goal of what I want to accomplish so that I don't end up in the opposite direction.  If you start with the end in mind, you will get there efficiently, but if you do not you may never get there at all.