Axiom Improvement Management System
Transcript of Axiom Improvement Management System
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Lean Journey
Axiom Telecom – Dubai -UAE
TPS- AIMS (AIMS – The Axiom Way–
Axiom Improvement Mgmt. System.
In line with TPS
By
M Radhakrishnan – Group Business Excellence Mgr.
Axiom Telecom - Dubai
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About Axiom Telecom – Dubai UAE
Axiom Telecom, established in 1997 by Faisal Al Bannai,
Founder & CEO is dedicated to providing the best value for
money to its customers, alongside genuine and value
added services and the most attractive incentives.
4,368 points of sale in the GCC
Owns 62% of all handsets sold in UAE
No. 1 mobile distributor / retailer in Middle East by volume
Major telecom services player in UAE and KSA
Leading position in smartphones
27 After Sales service locations in GCC
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2005 - 2007
2008 - 2009
2010 - 2011
2012 - 2013
Accomplishment
s:
Accomplishments:
Accomplishments:
Accomplishments:
ISO Certification
Systems/Procedures
Internal Audits
Mystery Shopping
KPI / SLA
Axiomway
Customer
Surveys
EFQM
TPS /
AIMS
Quality
Dashboard
AIMS Level 1 & 2
Program
Axiom Quality Award
“Basics “ Execution
Excellence for
Operations
Leadership Alignment
L 1 69% Staffs Certified
Savings - 1M AED
L2 25 Projects
Savings - > 3M AED
5S 142 Locations in UAE &
150 in KSA Certified
Quality Improvement
5 Improvement projects
Completion
Finance & Logistics BPR
New Axiom way
Kaizen Awards – 106
On-line Quality Audit
System
EFQM gap analysis
ISO 9001:2008 -
Recertification
Business Excellence
Formation of the Quality
Department
Process SOP’s
System for Internal Quality
Audit
ISO 9001:2000
Certification
2 Six Sigma Projects
completed
Axiom Quality Award
2010 – Award Money 0.3M
2011 – Award Money 0.4M
Kaizen Awards – 268 (Q3)
Tatweer Newsletter
AIMS Module
CSR Committee
Application for DQA
Arab Achievement Award
(Best Retail Project)
Online Mystery Shopper
programme - Retail
Online Audit Module for
Van
Online Van Basic
Execution
Van Mystery Shopping
Programme
Retail Gemba Walk
CEO Innovative Reward
Programme
DQA Award winning -
2012
Sr.Mgmt – A3 training
Quarterly Business Plans
Market Survey’s
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How it is started – The Trigger Point
CEO Faisal Al Bannai of Axiom Telecom visit- To
Mercedes Benz
Inspired by the comments made by the CEO of
Mercedes Benz on TOYOTA’s profitability
Decided to pick up the bets practice from – Toyota /
Japan
TPS: improve customer satisfaction by eliminating
waste thereby improving profitability
Why TPS ?
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The famous KAIKAU Visit To Toyota /Japan –
by Axiom Sr. managers
35 Managers along with CEO /VPs/COO/CFO visited the Toyota Manufacturing set
up and other Japanese industries – guided by a reputed consulting company from
USA
Inspired by the visit and learning – Axiom decided to proceed with implementin
Axiom Senior Managers – Embracing TPS in Japan on their JKE trip (Nov 2009)
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HOUSE OF AIMS
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Overall Plan for 18 months - Axiomized TPS
Sr. Mgmt. Alignment workshop
Vision/mission /Core values – Review & Refine
Selection of TPS facilitators
Training the TPS facilitators on
Facilitation skills and
TPS philosophy and related tools and techniques (5s/ KAmshibhai / A3etc)
Phase 1
5s Deployment
Kaizen
A3 projects
Phase 2
Level wise certification
Alignment of Reward and Recognition
Sustenance Program – aligning KPIs and TPS score with Bonus/Incentives
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New Bench Mark & Challenge
How to customize and deploy at a Retail Ambience?
More than customization – understanding the Philosophy and applying it to our
nature of business
Example:
5s – What is 5s – exposing abnormalities as it happens and as quick as
possible
Retail : Define the abnormalities and plan ur 5s accordingly
Stock out (SED graph)
Resolution score and Trend
3c tracker (Concern – Cause – Correction)
Kaizen Portal
A3 projects
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Strategy
Planning
2009 2010
Hoshin
Planning
Japan Kaikaku
Visit
TPS Kick-Off
TL/GL Training
TPS Facilitators
Training
VSM Project -1
VSM Project - 2
5S/7W/Kaizen Training &
Implementation
Lean Maturity Matrix
Assessment - 1
SIOP Training
TPS-AIMS Journey in Axiom
2011
5S
Awards
2012
AIMS-Level 1
Kaizen Portal
AIMS-Level 2
A3 Approach
A3 projects
Lean Maturity Matrix
Assessment - 2
AIMS Sustenance
programme
(5S & A3)
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AXIOM TPS Team
UAE- AIMS Facilitators with CEO
Member of the AIMS Steering Committee
during their regular meeting – chaired by
CEO
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5S SORT SET SHINE STANDARDIZE SUSTAIN
Represents 5 disciplines to maintain visual at
work place.
Systematic Approach for Productivity Quality
and safety in all
Type of Business
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Company-wide 5S Deployment As a base to Lean, a company has to be 5S certified before they can
be Lean. A company-wide 5S deployment was planned by the AIMS
Facilitators which required about 8 Months to cover the entire
organization in all countries..
Around 300 locations were covered in UAE, KSA and LG as part of
5S deployment
A Standard Communication Board
used
in the retail location
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5S Training & Deployment
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5S Implementation
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5S Best Performers - Awards
5S Awarding Ceremony
After successfully implementing 5S, the
Best performers were awarded by the CEO
under the following categories:-
1. Best 5S Store
2. Best 5S Champion
The awards were based on the following
criteria:-
1. On time completion of all “S”
2. Bringing in Innovation in workplace
3. Visualization of Abnormalities in the
Workplace.
4. Showing the right attitude for
Improvement
5. Sustaining on the Improvement
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KAIZEN
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Kaizen Cycle
Generate
Ideas
Implement
the Idea with
a Team
Make it Visual
& Create a
Standard
Improve the
Results
Share the
Learning with
Others
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Kaizen Evaluat io n
A Kaizen is valid when it impro ves an exist ing standard, o r establishes a new standard.
It is no t a Kaizen if it resto res a deviat io n fro m standard.
Start
Date10th Mar 2011
Safety Quality Delivery
Cost/Cash Energy Saving
Seven Wastes
Transportation Inventory
Motion Waiting Defects
Over Processing Over Producing
Feedback for Originator
New & Old Dummies all together stored in one
box, mixed up which causes scratches, Loss, takes
time to locate a specific dummy.
All Dummies segregated & only required models
stored Brand-wise & Model-wise. This way we
eliminated all unrequired dummies by sending them
back to VM to be used in any location that requires.
This has improved the eficiency & even allocation of dummies, minimizing the chances of no dummies on the powerwall
while preserving whatever stocks of dummies we have.
Date of
Completion12th Mar 2011
Actual Date of
Completion12th Mar 2011
Target Department
(X)
Process
Identified
Current Condition
Sketch / Picture
Target Condition
Sketch / Picture
Description - Current Condition Description - Target Condition
Owner Date Implemented
My Recommendation Effects on the Following :
KAIZEN SUGGESTION FORM
Axiom XYZ Location Dummies Storage
Estimated Impact
Team Leader / Store Manager / Supervisor / Area
manager
Copied the practise in ALL locations of our Area.
Shared the idea with other Area Managers to copy the
practise.
Previously it required approximately 60 sec to allocate a
particular dummy model & after Kaizen we require 5 Sec
only. Therefore the savings are 55 sec x frequency in a
month x 12 month x cost of man hour = 1000 AED per
Year (example )
11th April 2011
Yokoten (Replication) Opportunities
Kaizen No.
00001
x
X X
X
KAIZEN
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Kaizen On-line
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Kaizen On-line
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Level 1 Training
(100% Staff)
Level 2 Training
(30% Staff)
Level 3 Training
(5% Staff)
Phase 2 -Level Certification Plan
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AIMS – Axiom Improvement Management System
PROGRAMS FOR CONTINUAL IMPROVEMENTS
Level Certification Plan –
Level 1, 2 & 3
5S
7 Waste
Kaizen
PPS – A3
VSM
Standard Work
Poka Yoke
JIT
Gemba Walk
Kamishibai
+ Reward and Recognition based on the performance
+ Integrate with Axiom Way / SOPs/ Standard work to Sustain
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LEVEL ONE
Introduction to Lean
Advanced 5S
Mini VSM
Root Cause Analysis Methods
Seven waste
Kaizen
AIMS LEVEL 1
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Key Level 1 Indicator
KAIZEN GROWTH
150
2894
3570
116
1882
3298
0
500
1000
1500
2000
2500
3000
3500
4000
2009 2010 2011
Kaizen Growth
No of Kaizens Suggested No of Kaizens Implemented
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Axiomized Level 2
TPS Training
( Covered 30% of Certified Level 1
employees)
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AIMS Level 2
Level 2
A3 Problem Solving
QC Tools
Single Piece Flow
Takt Time/
Yamazumi
Value Stream Mapping
Yokoten
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AIMS Level 2 Certification - Storyboard First Level 2 Pilot Session (Kick Off) by Paul Wilcock Participants engaged in the Pole Game Activities/exercises supported by Paul Wilcock
Teams engaged in "Bakery" Case Study Team are coached on 1st/2nd step visualization Feedback presentation by team member
Feedback presentation by team member Visualization of the 1st & 2nd steps of A3 Worksheet Post Quiz/Feedback using the ARD system
Sharing the correct answers for the Post Quiz Ana receives the "Best Participant" gift from Radha 1st Level 2 Pilot Batch (Part A session) wrap-up
AIMS Level 2 Certification - Storyboard
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Level 2 Certification program
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An A3 project
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Key Level 2 Indicator
More than 132 Mini to Major projects completed.
Savings of 7M (AED) & above
Kaizen Improvements per employee is 3.6 to 4
2009 2010 2011
Total 106 268 237
0
50
100
150
200
250
300
No
. o
f E
mp
loye
es
Employee Rewards
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Overall KEY INDICATORS Lean Maturity Matrix Assessment
To Assess and Improve the
leadership maturity level for
reinforcing the TPS concepts, all
departments have been assessed on
the Lean Maturity Model specific to
the following elements :-
1. Leadership Philosophy
2. Education & Training
3. Customer & Process focus
4. Visual management
5. Built-in Quality
6. Problem Solving
7. Empowerment & Respect
for people
8. Continual Improvement
Program
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Phase 3 - AIMS Sustenance – 2013-2014
Basic Refresher Trainings – Online Learning
5S – Revised version Implementation
A3 Improvement projects - Quarterly
Improvements linked to Quarterly Kaizen Awards
AIMS Assessment Scores linked to the KPI’s
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Awards & Accolades
• International Entrepreneurship - Appreciation & recognition for
Axiom's contribution and support to the development of
Entrepreneurship 2005
• Appreciation & recognition for Axiom's contribution and support
towards making Global Village 2005 a spectacular success 2005
• Entrepreneur of the Year Award - Faisal Al Bannai was presented
with the Entrepreneur of the Year award at the Arabian Business
Ceremony 2005
• Lifetime Achievement Award - Faisal Al Bannai was awarded 2005
• Best Customer Service Award by Ethos Research 2006
• Overall Customer Experience by Ethos Research 2006
• Overall Best Performing brand by Ethos Research 2006
• Key Sponsor Award - Dubai Shopping Festival - from Sheikh
Mohammad Bin Rashid 2006
• Award for contribution to the corporate social responsibility –
Mohammad Bin Rashid programme for Leadership development 2006
• DSF Innovation Award for outstanding promotions 2007
• Best Service Provider Award in distribution networks - Thuraya 2007
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• Key Sponsor Award - Dubai Shopping Festival - from Sheikh
Mohammad Bin Rashid 2007
• Best Electronics and Entertainment Store - Axiom Mall of Emirates 2010
• Best Electronics and Telephone Accessories Store - Axiom Ajman
City Centre 2010
• Participation in Saudi Water Savers campaign in KSA - Arab News dt
June 10, 2010, page 14 2010
• Certificate of appreciation for the partnership with Higher Colleges of
Technology - Dubai Men's College in year 2009-10 2010
• Telecoms Innovation Award, Middle East 2010
• Green Telecoms Company of the Year, Middle East 2010
• Received Appreciation of Support and Participation in Saudi Water
Savers campaign 2010
• Arab Achievement Award 2011
• DUBAI QUALITY AWARD 2012
Awards & Accolades
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Axiom won the DQA Award- 2011
The Award was presented by
His Excellency Sheikh
Maktoum bin Mohammed bin Rashid Al Maktoum, (Deputy Ruler of Dubai)
to our
Chairman
Abdul Aziz Al Bannai flanked
by our
CEO Faisal Al Bannai
on the 4th April 2012
in Rashid Auditorium, WTC, Dubai
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AIMS – Axiom Improvement Management System
Journey to Operational Excellence using LEAN