Most traditional applications of continuous
improvement programs, methods and tools have focused on manufacturing
operations and paid little to no attention to all of the supporting activities that
have to take place before an order actually is released to the shop
floor. In fact, across industries these activities account for an
estimated 60 - 90% of the
quoted lead time and account for the majority of order execution errors.
While many companies have deployed continuous process improvements
with fantastic results in manufacturing; those results do not translate
into noticeable improvements from the customer’s point-of-view. The main
reason for this situation lies in the difficulty most organizations have with
measuring activity in the office, identifying wasted activity, and modifying
the process in such a way that waste is eliminated from the process
altogether.
Lean Value Solutions provides a workshop
session to introduce the concepts of Office and Service Excellence to
organizations. In the workshop, managers will use tools to review customer service
goals, develop a macro business process model and establish performance
metrics. Senior and mid-level management are usually the target audience
for this activity. We will work with you to design and administer a process
assessment. It is an overall study of your business unit that examines the
important aspects of customer value creation, the organization's strengths and
weaknesses and identified opportunities for improvement.
Our consultants will help you select and customize
the elements of the Process Value Management (PVM) methodology consistent with
current best practices in the discipline. We will help you develop
your internal capability to perpetuate the application of continuous process improvement
program throughout your organization. Dedicated mentors will train and
coach your internal facilitators in the use of methodologies and tools. Mentors
will partner with your staff to lead one or more pilot Process Value
Management (PVM) events. The events will address one of the vital opportunities
that will be identified during the macro process assessment. Process
Improvement Teams will "improve" key business processes beginning
with understanding the current process and concluding with implementation of
changes.
Lean Value Solutions will provide the guidance,
coaching, and feedback to give your staff the "live" experience as
process consultants. Each development session with your staff will include
specific observations, complete analysis of individual and team performance,
and personal feedback. We will support your staff development until they are
capable of working on their own.