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Related Flashcards
Related Topics
Cards In This Set
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What is a Process
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 Simply stated…A process is a series of steps and decisions involved in the way work is completed |
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What to look for… in terms of Waste
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 These are the three Waste categories to focus on |
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What is Unevenness
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Variation of Work Content in a Process ExamplesCall Centre receives 20 calls per day to enquire about their application status. Within the next few days they received 80 calls per day causing backlogs and customer issues. Subsequently these calls drop to 5 per day leaving agents idle.
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What is Waste
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Non value activities adding to the product or service in the eyes of the customer Examples•A mortgage application runs through a ten step process which ideally could be done in less steps•A production line is producing high volume of products which are out of customer specifications
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What is Overburden
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Excessive work content above the capacity of the process Examples•Work received is far more than the team could handle causing mistakes and overtime.•Rate of feeding a production line is more than its capacity to process causing machine breakdown and waste.
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To summarise
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Look at Waste, Overburden and Unevenness to improve a process
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Some more examples…
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Mortgage ProcessingThe marketing seem to run a campaign to get more applications for the next 10 days. This could cause large swings in the application volumes received this putting pressure on the team to finish them in time. The result could be errors, delays and ultimately impact to customer.
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Some more examples…
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Manufacturing-Packaging lineSome organisation follow the practice of hiring temporary staff everyday to run the low skilled task on packaging line. On a particular day, there are less temp staff available and the entire operation falls on the few people operating causing slow down, defects, stress.
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Some more examples…
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 Marketing Campaigns or month end activities can cause spikes in the incoming business impacting team capacity, errors, delays and customer issues |
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Seven Wastes
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 Use the Acronym TIMWOOD to remember the 7 waste |
 Transporting |
Unnecessary movement of goods/ services that are being processed. Watch for: Layouts, Complaints, reworkExamples: Handoffs of emails or tasks, too many approvals, unnecessary material movement
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 Inventory |
Stocking or Piling up of anything is waste. Watch for: Obsolete goods, Unused goods occupying space, month end write-offs, Unread emails, Incomplete work piled up, good bough but never used
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 Motion |
Any movement of people, that does not add value to the CustomerWatch for : Excessive walking to do a particular task, toggling multiple screens to get information or do a task.
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 Waiting |
Waiting for anything – People, Material, Machines or Information – is Waste.Watch for: delays, networks slow down, waiting for information from customer, waiting for approvals
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 Overproduction |
Producing more than what customer requires Watch for: Production of goods more than the order due to batch processing, forwarding emails to “everyone
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