Lean Day 3

VSM in the Service environment

Case study: Medical billing company wants to improve the utilization of employees and improve their resolution time of the claims.

Step 1: Write down the Process Steps (As-Is)

Step 2: Enter the PR (effort) for each step and capture the no. of outstanding req. at each stage.

Step 3: Note the Agents and Waiting Time at each stage.

Step 4: Enter the Individual and Summary table.

Step 5: Kaizen Burst (identify the improvement)

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3 Step approach to reduce NVA in the Service industry:

Eliminate > Improve> Automate

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Create Flow and Respond to Pull

Create flow:

Value Stream Design (VSD).

Single Piece Flow

SMED 

Line Balancing

Respond to Pull:

Kanban

Just-In-Time (JIT)

Heijunka (Production leveling)

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Additional Lean Tools

Spaghetti Diagram

TPM (Total Productive Maintainance)

OEE (Overall Equipment Effectiveness)

OEE 6 big losses

ANDON

Visual Factory

Visual management

Gemba

Hoshin Kenri (Policy Deployment)

Cellular Manufacturing

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LEAN Ends

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