Customer value and understanding how the work gets done better Flashcards Preview

Lean Six Sigma > Customer value and understanding how the work gets done better > Flashcards

Flashcards in Customer value and understanding how the work gets done better Deck (15):
1

8 wastes manufacturing

Transportation
Inventory
Motion
Waiting
Over processing
Over production
Defects
Skills

2

7 wastes redefined for service

Unnecessary Movement
Incorrect Inventory
Delay
Duplication
Unclear Communication
Errors in the service
transaction
Lost opportunity to retain/ win customers

3

Transportation and Motion

unnecessary movement of individuals (M) materials (T) or information (T)

Refers to extra steps that are inefficient

Can damage inventory

4

Inventory

excess or incorrect

available stock that is not required

Being out of stock and unable to do exactly what was required

Requires additional storage facilities and transport

could be damaged

WIP means more waiting

5

Waiting

opposite of flow, i.e line etc

6

Over processing

additional unwanted activities such as rework, reprocessing, repeated handling and storage

it is more efficient to complete a process correctly first time rather than repeat the process

7

Over production

Process continues when output is not required

Causes excess inventory

Typically the worst type of waste because it hides of waste

8

Defect

Unclear communication
Errors in the system transaction
Lost opportunity to retain or win customers

9

skills

underutilised skillset
limited authority and responsibility
person put on a wrong job
lack of motivation, rewards and recognition

10

moment of truth

any point when a customer comes in to contact with any aspect of the business

11

what is a process map

a CI tool that helps to visualise a process

12

process mapping helps to identify

who does what
how tasks are done
what are the inputs and outputs
where is the waste
enhance the memory of business

13

Risks in process map

buy in issues
business politics
analysis in vacuum
time and resource consuming
process mapping for the sake of it

14

Identifying value adding activities

1) does the step physically change the input or is it a necessary pre-requisite to doing so?
2)would the customer be interested or care about this step?
3) is the step carried out "right first time"

15

SIPOC stands for

suppliers
inputs
process
outputs
customers