WASTE is an activity that does not add value to the customers.
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5S :
Sort
Set in order
Shine
Standardize
Sustain
Understand by examples: 5S in Service and IT industries
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3 enemies of Lean
3M:
Muri: Overburden
Mura: Inconsistency
Muda: Waste
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Types of Wastes:
DOWNTIME:
Defects (Solve by Six Sigma, 7 QC, PDCA)
Overproduction (Solve by Kanban)
Waiting (Solve by VSM)
Non-Utilized resources (Solve by Gemba walk, Andon, Involvement)
Transportation (Solve by Spaghetti diagram, VSM)
Inventory (Solve by Pull System, Kanban cards)
Motion (Solve by Spaghetti diagram, VSM)
Extra Processing (Solve by understanding ROI, VSM)
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Reasons for Wastes:
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Waste Examples in the Service industry
Transport
• IT/Service tickets going through multiple hands – customer, onsite coordinator, offshore teams
(L1, L2)
• Re-assignment to the right groups because of wrong allocation first time
• Ticket containing insufficient information leading to queries and multiple hand-offs
Inventory
• The backlog of Tickets waiting to be worked on
• Tickets pending for user clarifications
• Tickets waiting to be picked up at the beginning of the day
Motion
• Seeking information from a colleague (SOP, document, email, etc.)
• Engineer searching for information in email/share point sites / calling colleagues
Waiting
• Waiting for customer feedback, information, resources
• Waiting for completion of predecessor tasks, clarification on requirements
• Delay / Lack of user response
• Ticket/Change Request waiting in queue to be attended by assigned engineer
Over-processing
• Multiple/Unnecessary reviews of the same ticket to ensure better quality
• QC of noncritical parameters
Over-production
• Creating reports no one requires & with no value adds
• Providing “Value Adding features” when not required for the customer
• Printing counterparty confirmation though it’s available by email
Defects & Rework
• Poor documentation & non updated SOP’s
• Re-open tickets
• Incomplete documentation (Knowledge Management document not updated)
Non-Utilized resources
• Not involving the resources which have the critical information
• L2 Engineer utilized to perform L1 tasks
• L1 Engineer is not utilized to potential
