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

[Mike Hincks]

Chapter 7 of Lean For Dummies introduces you to specific customer and value stream tools. These are the tools that enable you to accurately hear, decipher, and capture the voice of the customer as well as the tools needed to begin to analyze your value stream.

As you consider your functional role at MasterControl, there are specific tools in Chapter 7 that will likely be of particular interest to you.

For this discussion, select a tool covered in Chapter 7 and describe how it could be applied to the benefit of your work at MasterControl.

Please include your thoughts on this discussion question as a response to this posting. To create and send your response, just select this note and click on the Reply button, add your file or photo, and click Send. Also be sure to read and comment on the ideas posted by the other Improvement Team members.

Thanks!

[David Healey]

I like the "Box Score" tool explained in the Lean book page 141.  This tool appeals to me because it shows the break down of the metric (topic or task), the "Current State" (current time it takes to complete the task), and the "Ideal State" (the goal or ideal time to complete the task).  This tool would be a great, quick reference for me to check on the time I am taking to complete a certain task. 

[Ryan]

I think the Mind Map is one we currently use to some degree because we are working on all of the symptoms for issues and then their resolution, especially so we can place them in the KB for more effective and efficient use of our time in troubleshooting. With our Kaizens we are using process decision program charts to determine our current steps and then develop an ideal chart of steps to work towards. For me, this makes every part of our processes plain and simple to see and helps me realize where the waste is and how I can change it to be more effective and efficient.

[Jared Allen]

Relations diagrams are a tool we can use for much of what we do in TS.  With the complex nature of many of the problems we investigate, this approach can help up identify all the possible causes and make it easier to track as we narrow down to the final solution.

[ajones]

I like using the tree diagram to be able to brake down a customer's problem or a task that I need to complete at work.  By using a tool like this I can take a complex issue or tasks and break it up into sections with smaller tasks to complete.  Once I get those small tasks complete, then completing the overall task becomes much easier and can lead to less time spent on the whole project as well as making the project feel less overwhelming.  

[Chanse]

I think Relations Diagrams are a useful tool for TS.  It would be too complex for some of the easier cases we get but when a very difficult issue comes in, using the relation diagram will help keep track of the main issue, identify all possible causes and break them down into what's could be causing the issue which will help find a solution as quickly as possible.

[Ely Mcginty]

A tree diagram would be perfect for our positions as TSE's because it helps isolate issues and the appropriate troubleshooting necessary which then reduces time on the call troubleshooting.

[estolberg]

While not immediately an obvious choice because they typically deal with physical movements, I think a Spaghetti Diagram is a beneficial tool within Tech Support. By changing the physical rooms and locations into a more "virtual" environment, we can track movements between resources and see if there is a logical trend on how people navigate for a typical case. By determining the order and "most used" resources, we could better align access and flow to solve issues faster. Much like the 'Tip' in the book, we could virtually see where people are "crashing into each other" (such as multiple people trying to log into the same server).

[lgleason]

The Relations Diagram tool would be beneficial to the installation team when new processes are developed. Often, the interrelationships of a situation are complex and feedback from multifunctional teams is valuable. The team can then analyze the complexities and interactions to arrive at solutions.   

[bmiller]

The 5 Ws and 1 H

Seems like this is what we use every day in tech support.  What is wrong, when did it start happening, why is it acting that way, where... okay, not every day for this one.  Who, and how relating to roles and rights... etc.