Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master...

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Session 705 Leggo My Lego!: Learn and Apply Lean Management Like Never Before Jamie Stannard

Transcript of Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master...

Page 1: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Session 705

Leggo My Lego!: Learn and Apply

Lean Management Like Never Before

Jamie Stannard

Page 2: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Introduction

Director, North AmericaImaging Technical Support

[email protected]@JamieStannard

www.linkedin.com/in/jamiestannard

• 20+ years in IT and Technical Support

• HDI member since 2000

• HDI Atlanta board member

• Lean Master Black Belt in TPI

• MBA from Kennesaw State University

• Support Center Director Certification

• Support Center Manager Certification

• KCS Principles Certification

House Keeping & Ground Rules

• Courtesy• Cell phones “Off” or “Silent”• No laptop use, unless taking notes• One person speaks at a time

• Participation• Designed as an interactive workshop• Participation will aid your learning• Please speak, participate and contribute based on our experience• Keep an open mind when trying new techniques

• Other• Recordings available to purchase• DON’T FORGET – Survey evaluation

Page 3: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Agenda

• Baseline Exercise

• Lean Management Overview

• Seven Wastes

• Exercise 2

• Exercise 3

Seven Wastes – Baseline ExerciseRole Starting Inventory

• Tier 1– 16 – 2x3 GREEN– 64 – 1x2 YELLOW

• Tier 2

– 16 – 1x3 TAN

• Team Lead

– 16 – 1x3 TAN

• Development

– 32 – 1x2 YELLOW

• QA

– 16 – 1x2 WHITE or RED or ORANGE

Page 4: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Seven Wastes – Baseline Exercise

Required Team Members

• Communication – Moves the pieces in Round 1• Support Tier 1 – Step 1 builder• Support Tier 2 – Step 2 builder• Support Team Lead – Step 3 builder• Development – Step 4 builder• QA – Step 5 builder• Quality Control – Monitors quality of the build• Customer – Final quality check• Time Keeper – Timer

Seven Wastes – Baseline Exercise

Other Team Members

• Executive Sponsor – Cheerleader / Motivator

• Manager – Monitor, analyze & provide direction

• Knowledge Coach – Take notes on improvements

• Observers – Observe and provide feedback

Page 5: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Seven Wastes – Baseline Exercise

Seven Wastes – Baseline Exercise

Round 1

• Distribute proper inventory to each role.

• Prepping or organizing materialsare NOT allowed.

• Units need to be produced in batches of 4. Only 4 completed units passing Quality Control can be passed to next position.

• Final customer acceptance will mark the end of the exercise.

Page 6: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Seven Forms of Waste (Muda) “TIMWOOD”

Over-Production

Waiting

InventoryTransportation

Defects /Rejects/Re-work

Over-Processing

Motion

•Transportation

•Inventory

•Motion

•Waiting

•Over Processing

•Overproduction

•Defects

List a Transactional Example for EachSeven Wastes

Seven Wastes in Transactional Areas

•Handoffs of information, movement of paperwork

•A task waiting to be started (WIP), tasks not complete

•Walking, routing information

•Delays and queues

•Unnecessary or extra process steps / Variation of process

methods.

•Creating info that others don’t use

•Incomplete or bad information, Improperly processed item

Page 7: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Seven Wastes – Transportation

Identify

• Moving tickets from place to place

• Walking in the office

• Distance to desk side support

Reduce/Eliminate

• Review need for moving ticket

• Cross training

• Relocate used devices to central location

• Locate desktop support personnel in central location or assign regions

Transportation

Transportation – Real Example

20 RMAs a day

40 feet 10 feet

Feet per (8 hours) day

Feet per (5 day) week

Feet per (240 days) year

Miles (5280 feet) per year

Hours (Miles/2)

10,000

2,000

480,000

91

45

Page 8: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Seven Wastes – Inventory

Identify

• Tickets waiting in queue

• Customers on hold

• Out dated knowledge base articles

• Unnecessary incident / repeat incidents

Reduce/Eliminate

• Better operator loading or more efficient

• Update or remove out dated KB articles

• Implement self-service

• Automated message advising of known issues

Inventory

Seven Wastes - Motion

Identify

• Close and open windows/screens

• Copy and paste into different tracking systems

• Moving to retrieve parts

Reduce/Eliminate

• Close Integrate logging and knowledge applications

• True value of info to other departments

• Create assembly area with common parts

• KVM switches

Motion

Page 9: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Motion – Real Example

Dual Monitors – Building computers

Motion – Real Example

Copy/Paste time (seconds)

Number of logs per day

Total time per person per day (minutes)

Total time per team per day (minutes)

Total time per week (hours)

Copy and Paste into second tracking system(40 person team)

35

18

10.5

420

35

Page 10: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Seven Wastes - Waiting

Identify

• Agents placing customers on hold

• Slow network or slow computer

• Tier 2/3 waiting for escalations

• Desktop support waiting for equipment

Reduce/Eliminate

• Proper IVR routing

• Eliminate or properly place caller on hold

• Evaluate/update agent equipment

• Inventory of replacement parts

Waiting

Seven Wastes – Over-Production

Identify

• Unnecessary or too many KB articles

• Too many agents per customer volume

• Too many equipment to use

Reduce/Eliminate

• Focus on what is necessary/value

• Better balance resources or have them do other tasks

• Purchase and deploy what is needed

Over-Production

Page 11: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Seven Wastes – Defects/Reject/Re-work

Identify

• Bad software release or deployment

• Logging incorrect information

• Misrouting IVR

• Bad replacement parts

Reduce/Eliminate

• Help QA or communicate customer’s need

• Document incident/bug correctly

• Audit IVR menus

• Handle parts correctly, challenge vendors

Defects /Rejects/Re-work

Seven Wastes – Over-Processing

Identify

• Too many approvals or sign-offs

• Unnecessary steps to process RMA or escalation

• “That’s how we have always done it.”

Reduce/Eliminate

• Review need for approvals; Empower others to approve

• Audit RMA and escalation process

• Past processes still value today?

Over-Processing

Page 12: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Causes of Transactional Waste

• Functional organization

• Information systems technology gaps

• Excessive controls

• Outdated process design

• No back-up/cross training

• Unbalanced workload

• System batching

• Outdated policies

• Changing priorities

• Responsibilities not defined

• Poor visual control

• Disorganized workplace

• Lack of training

• Obsolete forms

• No SOP’s

• Authorization levels

Process inputProcess output

“Sea of Waste”

Information systems technology gaps

Excessive controls

Unbalanced workload

Responsibilities not defined

Outdated policiesNo back-

up/cross training

Disorganized workplace

Changing prioritiesLack of training

Hidden Waste

Page 13: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Controlled Confidential Distribution

“The greatest waste

is the waste we do

not see.”

Shingo

Seven Wastes – Exercise

Round 2• Distribute proper inventory

to each role.

• Prepping materials and/or movingpeople IS allowed.

• Units need to be produced one piece at a time. 1 completed unit passing Quality Control can be passed to next position.

• Final customer acceptance will mark the end of the exercise.

Page 14: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Seven Wastes – Exercise

Round 3• Distribute proper inventory

to each role.

• No limit on prepping, moving ornumber of people in each role.

• Units can be produced in what ever batching you feel will produce the fastest quality result.

• Final customer acceptance will mark the end of the exercise.

Seven Wastes – Exercise

Lessons Learned

• What were the differences in production? Why?

• What were the big takeaways?

• How does this apply to your support organization?

Page 15: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director

Resources

Presentation / Worksheet

http://www.JamieStannard.com/HDI2018.zip

Lego Digital Designer

http://ldd.lego.com/

Thank you for attendingthis session

Please complete the short evaluation for this session on your mobile device. It is available in your email or through

the conference app.

Director, North AmericaImaging Technical Support

[email protected]

@JamieStannard

www.linkedin.com/in/jamiestannard

Page 16: Session 705 - HDI Conference · •HDI member since 2000 •HDI Atlanta board member •Lean Master Black Belt in TPI •MBA from Kennesaw State University •Support Center Director