Lecture 3 - Customer value & understanding how the work gets done Flashcards

Question

What are the effects of the waste ‘Underutilised skillset’

Answer 1

Limited authority and responsibility | Person put on a wrong job Lack of motivation, rewards and recognition

Answer 2

Excessive email attachments Unnecessary copying people into emails Walking to copier or printer Central filing Unnecessary meetings

Answer 3

Purchasing before needed Reports waiting on desk Messages waiting in an inbox Sales orders in a database

Answer 4

``` System downtime Queuing Waiting for approvals Clarification of information Corrections from upstream processes ```

Answer 5

``` Processing order before needed Processing on routine schedule Unintegrated systems Capturing data and not using it Excessive planning ```

Answer 6

``` Poor planning Data entry errors Employee turnover Miscommunication Client dissatisfaction Employee demotivation ```

Answer 7

‘Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression’

Answer 8

‘Sequence of interdependent and linked procedures which, at every stage, consume one or more resources to convert inputs into outputs. These outputs then serve as inputs for the next stage until a known goal or end result is reached’

Answer 9

A continuous improvement tool that enables the visual representation of a process

Answer 10

Process flowchart Deployment flowchart Spaghetti diagram

Answer 11

Improves understanding with the purpose of eliminating non-value-adding activities

Answer 12

Changes could be made without a good understanding of how the process work which could lead to mistakes

Answer 13

``` Who does what How tasks are done What the inputs and outputs are Where the waste is Methods of enhancing business memory ```

Answer 14

``` Buy-in issues Business politics/ Analysis in a vacuum Time and resource consuming Doing it for the sake of it ```

Answer 15

Does the step physically change the input or is it a necessary pre-requisite to doing so? Would the customer be interested or care about this step? Is the step carried out ‘right first time’?

Answer 16

Figure out what you are expecting to gain Get to know your process a little bit before starting (objective) Involve both customers and process stakeholders Effective use of project management will be required Transparency

Answer 17

Suppliers-Inputs-Process-Outputs-Customers

Answer 18

Who are your suppliers? What do they supply? Where do they affect the process flow? What effects do they have on the process and on the outcome?

Answer 19

Why does this process exist? What is the purpose of this process? What is the outcome? What happens to the inputs? What conversion activities take place?

Answer 20

``` Who uses the products from this process? Who are the customers of this process? What product does this process make? What are the outputs of this process? At what point does this process end? ```

Answer 21

``` Value stream mapping High and low lever flow charts IDEF family of methods Deployment charts Spaghetti diagrams Post-It technique Work flow diagrams ```

Answer 22

Demand caused by a failure to do something or do something right for the customer

Answer 23

Clear problem statement supported by data High-level map of process to be improved Description of the improvement project Convincing business case showing that it is aligned with business goals, business benefits and critical customer requirements Team on board Project objectives are understood and agreed Project timeline defined and agreed Project risks identified and evaluated