Lean six sigma for the office

This book provides a practical reference of tools, methods, and concepts that enable a reader to understand Lean Six Sigma concepts to improve his or her process using Kaizen events. It presents a simple reference to plan and conduct Kaizen events in service systems and office environments.

Foreword	p. xi
About the Author	p. xv
Introduction	p. xvii
Step 1 Align Improvement Opportunities
1 Strategy Alignment	p. 3
Overview	p. 3
What Is Kaizen?	p. 4
Strategic Alignment	p. 8
General Deployment Strategies	p. 10
Reducing System Complexity	p. 17
Outsourcing Processes	p. 18
How to Deploy Lean in Three Steps	p. 22
Step 1 Align Improvement Opportunities	p. 23
Step 2 Plan and Conduct the Kaizen Event	p. 24
Step 3 Implement Solutions and Change Behaviors	p. 25
Important Elements of a Lean System	p. 26
Understand the VOC	p. 26
Reduce Product and Process Complexity	p. 28
Deploy Lean Six Sigma Teams	p. 29
Implement Performance Measurements	p. 29
Create Value Stream Maps	p. 29
Eliminate Unnecessary Operations	p. 30
Implement Just-in-Time (JIT)	p. 30
Develop Supplier Networks	p. 31
Implement Visual Controls and Pull Systems	p. 32
Continuously Update Process Technologies	p. 32
Summary	p. 32
Suggested Reading	p. 33
2 Project Identification	p. 35
Overview	p. 35
Lean Supply Chain	p. 36
Conducting a Lean Assessment	p. 39
Breaking Down High-Level Goals and Objectives	p. 41
Project Identification-Process Analysis	p. 43
Typical Project Examples	p. 45
Key Metric Definitions	p. 46
Project Charter Example	p. 50
Prioritizing Projects	p. 51
Summary	p. 55
Suggested Reading	p. 56
3 Lean Six Sigma Basics	p. 57
Overview	p. 57
Understand the Voice of the Customer (VOC)	p. 61
Create Robust Product and Process Designs to Reduce Complexity	p. 64
Deploy Lean Six Sigma Teams	p. 67
Performance Measurements	p. 69
Create Value Stream Maps (VSMs)	p. 70
Eliminate Unnecessary Operations	p. 74
Implement Just-in-Time (JIT) Systems	p. 76
Reorganize Physical Configurations	p. 78
5S and Standardized Work	p. 80
Link Operations	p. 82
Balance Material Flow	p. 84
Bottleneck Management	p. 85
Transfer Batches	p. 87
Mistake Proofing	p. 87
High Quality	p. 89
Reduce Setup Time (SMED)	p. 90
Total Preventive Maintenance	p. 92
Level Demand	p. 94
Reduce Lot Sizes	p. 96
Mixed-Model Scheduling	p. 98
Supplier Networks and Support	p. 98
Implement Visual Control and Pull Systems-Kanban	p. 100
Continually Update Process Technologies	p. 102
Summary	p. 105
Suggested Reading	p. 106
Step 2 Plan and Conduct the Kaizen Event
4 Kaizen Event Planning	p. 111
Overview	p. 111
Prepare for the Kaizen Event	p. 113
Select a Project Charter	p. 116
Assign a Project Leader and Team Members	p. 116
Reserve a Conference Room	p. 117
Obtain Supplies and Equipment	p. 118
Ensure Facilities Are Available, Including Breakout Rooms	p. 118
Ensure Support Personnel Are Available to Assist the Team	p. 118
Collect Process Information of Floor Layouts, Workflows, and Procedures	p. 119
Collect Information on Operational Cycle Times	p. 120
Taking Pictures of the Area to Be Improved	p. 121
Obtaining Examples of Process Breakdowns	p. 122
Obtaining Examples of Best-in-Class Process Conditions	p. 122
Developing a Schedule for the Kaizen Event	p. 123
Communicating the Event	p. 124
Marking Areas for the Event	p. 124
Setting Up Flip Charts and Organizing Other Materials	p. 124
Kaizen Event Communication Letter	p. 125
Kaizen Event Kickoff Agenda	p. 126
Conducting the Event	p. 127
Bring Team Together to Discuss Roles and Responsibilities	p. 127
Discuss Operational and Financial Objectives of the Kaizen Event	p. 128
Conduct Team Training as Required	p. 128
Create Detailed Value Stream Maps and Layouts of the Process Workflow	p. 129
Facilitate to Ensure Full Participation of Team	p. 129
Collect Data at Every Operation	p. 131
Analyze Data and Develop Prioritized Improvements	p. 136
Change the Process	p. 137
Apply 5S and Mistake-Proofing Methods	p. 137
Evaluate the Kaizen Event	p. 138
Summary	p. 139
Suggested Reading	p. 140
5 Data Collection and Analysis	p. 141
Overview	p. 141
Value Stream Mapping	p. 143
Brown-Paper Exercise	p. 149
Process Characterization	p. 151
Simple Analysis of Process Data	p. 160
Process Mapping-SIPOC	p. 163
Cause-and-Effect (C&E) Diagrams	p. 164
Five-Why Analysis	p. 165
Histogram	p. 167
Pareto Chart	p. 168
Box Plot	p. 169
Scatter Plot	p. 170
Time Series Graph	p. 170
Control Charts	p. 172
Example: Analyzing Job Shadowing Data	p. 175
Example: Inventory Analysis and Reduction	p. 177
Summary	p. 182
Suggested Reading	p. 184
6 Process Improvement	p. 185
Overview	p. 185
Common Process Changes	p. 185
Control Tool Effectiveness and Sustainability	p. 194
Root Cause Analysis and Improvement Strategies	p. 196
Examples Using Common Process Workflows	p. 199
Example 1 Financial Forecasting	p. 200
Example 2 Accounts Receivable	p. 202
Example 3 New Product Market Research	p. 204
Example 4 New Product Development	p. 205
Example 5 Hiring Employees	p. 208
Example 6 Supplier Performance Management	p. 210
Identifying and Prioritizing Improvement Opportunities	p. 212
Summary	p. 213
Suggested Reading	p. 215
Step 3 Implementing Solutions
7 Building a Business Case for Change	p. 219
Overview	p. 219
Change Readiness	p. 223
Project Transition	p. 225
Building a Business Case for Change	p. 226
Cost-Benefit Analysis	p. 227
Key Stakeholder Analysis	p. 229
Infrastructure Analysis	p. 233
Scheduling Process Change Activities	p. 234
Communication	p. 235
Summary	p. 236
Suggested Reading	p. 237
8 Implementing Solutions	p. 239
Overview	p. 239
Key Questions	p. 240
Control Plan Requirements	p. 241
Important Control Tools	p. 242
Statistical Process Controls	p. 244
Measurement System Improvements	p. 254
Failure Mode and Effects Analysis (FMEA)	p. 255
Other Control Tools	p. 258
Quality Control Plan	p. 259
Communicating the Proposed Changes to Management	p. 259
Follow-Up Activities	p. 261
Creating Metric Dashboards	p. 263
Summary	p. 263
Suggested Reading	p. 265
9 Reinforcing New Behaviors and Organizational Change	p. 267
Overview	p. 267
Process Change across Global Supply Chains	p. 269
Summary	p. 274
Suggested Reading	p. 275
Conclusion	p. 277
Appendix 1 Crystal Ball Software	p. 285
Appendix 2 Minitab Statistical Software and Quality Companion by Minitab	p. 295
Appendix 3 Figures and Tables	p. 299
Glossary	p. 305
Index	p. 321

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