Phase II QS 627/727 Documentation-based Process Improvement.

Phase IIPhase II

QS 627/727 QS 627/727

Documentation-basedDocumentation-based Process Process Improvement Improvement

QS 627/727QS 627/727

► Team members: Team members: ►Walter ChryslerWalter Chrysler ► Janett Gray Janett Gray

►Patrick Hanley Patrick Hanley

► Joseph MainooJoseph Mainoo

►David MuellerDavid Mueller

►Kevin Van DeWarkKevin Van DeWark

Project BackgroundProject Background

► A team-based problem solving project with A team-based problem solving project with three objectives to meet. The team is three objectives to meet. The team is located in various locations which creates located in various locations which creates the need for e-communication. The use of the need for e-communication. The use of online tools such as those used in the ITTTM online tools such as those used in the ITTTM allow for effective communication.allow for effective communication.

► The team decided to research the use of the The team decided to research the use of the SMED (single minute exchange of dies) SMED (single minute exchange of dies) methodology within the service industry to methodology within the service industry to reduce lead times in services being reduce lead times in services being provided. The real question is whether or provided. The real question is whether or not the SMED principles can be utilized in not the SMED principles can be utilized in the service industry.the service industry.

Project Problem StatementProject Problem Statement

► Development of the SMED (Single Minute Development of the SMED (Single Minute Exchange of Dies) concept for use in the Exchange of Dies) concept for use in the service industry. The SMED concept is the service industry. The SMED concept is the efficient, seamless process of system startups efficient, seamless process of system startups and changeovers, resulting in optimization of and changeovers, resulting in optimization of cycle time and increased productivity; cycle time and increased productivity; creating value by eliminating wasted time – a creating value by eliminating wasted time – a foundation of Lean manufacturing. The hotel foundation of Lean manufacturing. The hotel service industry, specifically, room change-service industry, specifically, room change-over will be used to illustrate the designed over will be used to illustrate the designed system created.system created.

Project ObjectivesProject Objectives

►Objective 1: Literature review of the Objective 1: Literature review of the SMED conceptSMED concept

►Objective 2: Adapting the SMED for Objective 2: Adapting the SMED for use in the service industry, illustrated use in the service industry, illustrated in hotel service of changing over of in hotel service of changing over of guests guests

►Objective 3: Completion of Tools 19 – Objective 3: Completion of Tools 19 – 24 of the ITTTM courseware and toolkit24 of the ITTTM courseware and toolkit

Project Research Project Research Methodology:Methodology:

►The research methodology to be used The research methodology to be used is that of using the team to complete is that of using the team to complete each element of the toolkit studied, each element of the toolkit studied, applying each to the defined team applying each to the defined team project and the transference of project and the transference of knowledge from the courseware knowledge from the courseware evidenced in the completed project evidenced in the completed project output portfolio. output portfolio.

Toolkit UsedToolkit Used

► Industrial Technologists’ Toolkit For Industrial Technologists’ Toolkit For Technical Management (ITTTM) . Technical Management (ITTTM) .

► Regular critique assessments (RCA) and Regular critique assessments (RCA) and standard dedicated assessments (SDA) are standard dedicated assessments (SDA) are part of ITTTM courseware systems part of ITTTM courseware systems

► Filling the forms (RCA’s and SDA’s) and the Filling the forms (RCA’s and SDA’s) and the literature in long and short form assisted in literature in long and short form assisted in developing the projectdeveloping the project

Toolkits 19-24 of the ITTTMToolkits 19-24 of the ITTTM

►19: "Kaizen Documentation Foundations 19: "Kaizen Documentation Foundations For Data Driven Process Variation, Waste For Data Driven Process Variation, Waste Reduction, Lean Six Sigma" Reduction, Lean Six Sigma"

►20: "Basic Economic Considerations, 20: "Basic Economic Considerations, Cost Related Documentation Kaizen, Cost Related Documentation Kaizen, Lean Systems, Quality Relationships" Lean Systems, Quality Relationships"

►21: "Ongoing Process Control Plan 21: "Ongoing Process Control Plan (OPCP), Standard Operating Procedures (OPCP), Standard Operating Procedures (SOP): Infrastructure For Understanding (SOP): Infrastructure For Understanding Process" Process"

Toolkits 19-24 of the ITTTMToolkits 19-24 of the ITTTM

►22: "Synchronous Production: Enhanced 22: "Synchronous Production: Enhanced Best Practices, Change, Lean" Best Practices, Change, Lean"

►23: "Failure Mode And Effects Analysis 23: "Failure Mode And Effects Analysis (FMEA), Quality Functions Deployment (FMEA), Quality Functions Deployment (QFD), Reliability, Robust Problem (QFD), Reliability, Robust Problem Solving" Solving"

►24: "Total Productive Maintenance, 24: "Total Productive Maintenance, Safety And Ergonomics: Re-engineered Safety And Ergonomics: Re-engineered Lean Environment" Lean Environment"

Project Management ToolsProject Management Tools

►Various tools utilized to keep the Various tools utilized to keep the team on track for project team on track for project completioncompletion

►Focused team on project Focused team on project objectives, timeline, and objectives, timeline, and deliverablesdeliverables


PPARMP - Project Portfolio PPARMP - Project Portfolio Assessment, Research Assessment, Research Methodology Plan Methodology Plan

PPMTA - Portfolio Presentation PPMTA - Portfolio Presentation Management Team Assessment Management Team Assessment

OPCP - Ongoing Process Control OPCP - Ongoing Process Control Plan Plan

SOGA - Standard Operation SOGA - Standard Operation General AnalysisGeneral Analysis


ISOQSAOPP – ISO/QS Audit, ISOQSAOPP – ISO/QS Audit, Objective Prioritization Plan Objective Prioritization Plan

GOTA – Glossary of Terms, GOTA – Glossary of Terms, ApplicationsApplications

DSDC – Documentation System DSDC – Documentation System Design, Communication Design, Communication

Project Enhancing ToolsProject Enhancing Tools

►Various tools that lead the team to Various tools that lead the team to discovery of methods for the SMED discovery of methods for the SMED principles to be utilized in the hotel principles to be utilized in the hotel industryindustry These included focusing on the following:These included focusing on the following:

►Reviewing literature on the subject of SMED Reviewing literature on the subject of SMED and the hotel industryand the hotel industry

►Costs associated with change and innovationCosts associated with change and innovation►Methodology for change including potential Methodology for change including potential

problems and corrective actionsproblems and corrective actions


►Standard Operating Procedures; including Standard Operating Procedures; including customer demand, time analysis, development customer demand, time analysis, development of better ways of completing tasksof better ways of completing tasks

►Benchmarking best practices from within the Benchmarking best practices from within the organization and through industry practiceorganization and through industry practice

►Auditing Auditing ►SafetySafety►Customer satisfactionCustomer satisfaction►Potential failures and corrective actionPotential failures and corrective action


ROLDA – Review of Literature, ROLDA – Review of Literature, Documentation AssessmentDocumentation Assessment

KCA – Kaizen Cost AnalysisKCA – Kaizen Cost Analysis MAACE – Methods Analysis and MAACE – Methods Analysis and

Cost EstimatesCost Estimates GCA – General Cost AnalysisGCA – General Cost Analysis


SOPATA – SOP and Takt AnalysisSOPATA – SOP and Takt Analysis TAMA – Time and Method Analysis TAMA – Time and Method Analysis OCA – Operation Capacity Analysis OCA – Operation Capacity Analysis GBAPS – General GBAPS – General

Benchmarking/Auditing Process, Benchmarking/Auditing Process, SystemsSystems

CEAS – Characteristic Evaluation CEAS – Characteristic Evaluation and Audit Systemand Audit System


FMEA – Failure Mode and Effects FMEA – Failure Mode and Effects AnalysisAnalysis

QFD – Quality Function DeploymentQFD – Quality Function Deployment GSICPC – General Safety Inspection GSICPC – General Safety Inspection

Checklist/Pareto ChartChecklist/Pareto Chart MTA – Maintenance Tracking AnalysisMTA – Maintenance Tracking Analysis GFAPS – General Failsafing/Auditing GFAPS – General Failsafing/Auditing

Process, SystemsProcess, Systems

Tying the Tools to SMEDTying the Tools to SMED

► One of the fundamental principles of SMED is One of the fundamental principles of SMED is the reduction in lead time to change a the reduction in lead time to change a process. Applied to the hotel industry this process. Applied to the hotel industry this means checking a new customer in after the means checking a new customer in after the previous customer leaves in the minimal previous customer leaves in the minimal amount of time.amount of time.

► The Tools provide the documentation The Tools provide the documentation procedures to focus the organization on procedures to focus the organization on change, innovation, and continuous change, innovation, and continuous improvement; thereby leading to potential improvement; thereby leading to potential reductions in lead time.reductions in lead time.

Tying the Tools to SMEDTying the Tools to SMED

►Through documentation, organizations Through documentation, organizations can focus on tools such as SMED (at least can focus on tools such as SMED (at least the principles of SMED for the service the principles of SMED for the service industry) to make improvements in lead industry) to make improvements in lead time, efficiency, customer service, and time, efficiency, customer service, and quality. Documentation provides the quality. Documentation provides the methods by which organizations share methods by which organizations share knowledge – the sum of the whole is knowledge – the sum of the whole is always greater than the greatest always greater than the greatest individual part.individual part.

Recommendations for the Hotel Recommendations for the Hotel IndustryIndustry

►As a part of the project the team has As a part of the project the team has developed some recommendations for developed some recommendations for the hotel industry. It should be noted the hotel industry. It should be noted that these are only recommendations that these are only recommendations and have not been field tested.and have not been field tested.


► Use of wireless communication devicesUse of wireless communication devices Implement the use of electronic wireless IPAC Implement the use of electronic wireless IPAC

devices for communicating needs to a central devices for communicating needs to a central base, from the housekeeping staff to supply base, from the housekeeping staff to supply areas, to management, to check staff areas, to management, to check staff scheduling and real-time notification of rooms scheduling and real-time notification of rooms cleaned & ready.cleaned & ready.

Eliminates time needed to go get other suppliesEliminates time needed to go get other supplies Communicate the room is ready, soonerCommunicate the room is ready, sooner Miscellaneous elements are eliminated from the Miscellaneous elements are eliminated from the

housekeeping staff’s focus of getting the room housekeeping staff’s focus of getting the room ready; reducing interruptions which is a leading ready; reducing interruptions which is a leading cause of reduced startups.cause of reduced startups.


► Standardization of workStandardization of work Develop best practices for cleaning room, to Develop best practices for cleaning room, to

include areas to clean first. include areas to clean first. ► Write associated standard operating procedures (SOP)Write associated standard operating procedures (SOP)► Train to the new proceduresTrain to the new procedures► Also develop and train to SOPs on the defined method Also develop and train to SOPs on the defined method

for stocking carts and storage area.for stocking carts and storage area. Supplies used Supplies used

► Standardize the type of products used; limit suppliers Standardize the type of products used; limit suppliers and productsand products

► Standardize the way tools and supplies are arranged Standardize the way tools and supplies are arranged on the carts used to carry tools and supplieson the carts used to carry tools and supplies

► Optimizing restocking time, whereby the carts are Optimizing restocking time, whereby the carts are ready at start of work each daily, eliminating delays in ready at start of work each daily, eliminating delays in startup.startup.


► Monitor, at established periodsMonitor, at established periods Ensure noted enhances have occurred, Ensure noted enhances have occurred,

are effective and sustained.are effective and sustained. Assess of safety concerns.Assess of safety concerns. Evaluate appliances in room to make Evaluate appliances in room to make

sure they are working; include sure they are working; include assessment of light bulbs.assessment of light bulbs.


► TrainingTraining Develop training for staff to enhance Develop training for staff to enhance

their abilities to improve the methods in their abilities to improve the methods in which their jobs are completed.which their jobs are completed.

Develop incentives tied to suggestion Develop incentives tied to suggestion program that will increase involvement program that will increase involvement of all staff to add to continuous of all staff to add to continuous improvement efforts.improvement efforts.

Document all training involved in the Document all training involved in the process; audited at appropriate times to process; audited at appropriate times to ensure accuracy.ensure accuracy.


► Documentation required and Documentation required and essential for all elements.essential for all elements.

Phase II QS 627/727 Documentation-based Process Improvement.

Documents

Transcript of Phase II QS 627/727 Documentation-based Process Improvement.