1. Enterprise Value Stream Mapping For the
Office and Services
Presented by: Mike Boucher, V.P. Client Services, Lean Advisors, Inc.
Copyright ©2013 Lean Advisors Inc.

2. Objectives
 Apply Lean in an Office / Admin environment.
 The structure of a Enterprise Value Stream
Map (EVSM)
 Why Lean is critical in Administrative &
Service environments.
 How EVSM helps to identify & drive change
 Key tasks / roles for Senior Leaders
in successful VSM projects.
 How EVSM initiatives generate
results that are strategically
important
Copyright ©2013 Lean Advisors Inc.

3. Objectives
 Our Experience includes:
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Traditional Manufacturing
Healthcare
Education
Government
Retail
Financial
 All of these sectors rely on office & administrative
processes to be successful – but these areas are
often overlooked or misunderstood
Copyright ©2013 Lean Advisors Inc.

4. Defining Lean
 Lean is a simple strategy that focuses on the
elimination of waste, variation, and work
imbalance.
 Each step must create Value for the
Customer.
 It is a way of life!
Copyright ©2013 Lean Advisors Inc.

5. Principles Of Lean
Specify Value
1
Seek
5
Perfection
2
Lean
4
3
Map The Flow
Of Value
Make Value Flow
Pull From
The Customer
Copyright ©2013 Lean Advisors Inc.

6. Lean Transformation Model
Lean
Management
System
Lean Culture
Drives
Sustainability
STRATEGIC PLAN & LEAN FOUNDATIONS
(HOSHIN)
Identify Value
Streams
Identify Lean
Champions
Value Stream
Mapping
Transfer Lean
Knowledge
Structured
Change Plan
Cross Functional
Engagement
Kaizen
Recognize
& Reward
LEAN ENTERPRISE
Copyright ©2013 Lean Advisors Inc.

7. Structure of EVSM™
 Enterprise Value Stream Mapping™ is a Lean tool
that provides a detailed understanding of the end-toend process capturing both Value add and Non-Value
add activities as well as formal and informal
information and communication flows.
Copyright ©2013 Lean Advisors Inc.

8. Enterprise Mapping Perspective
 Where should we start?
 What does Enterprise Value Stream Mapping™ inside the
4 walls of the organization really mean?
 What does „End-to-End‟ mean?
Kaizen
Kaizen
Request
Client
Administration & Office through to Producing the Request and Billing
Copyright ©2013 Lean Advisors Inc.

9. Who Owns The Value Stream?
 Work is often organized by functional – department
priorities not always (rarely) aligned
 This is particularly true in Administrative / Office
environments
 Work often moves between departments and functions
 It‟s unusual to find one
person responsible for
end-to-end
improvement
Copyright ©2013 Lean Advisors Inc.

10. Structure of EVSM™
Current State
Understanding the
Current State
Future State
Designing a Future
State
Current State
Map
Develop
Implementation
Plan
Future State
Map
Implementation
Plan
Develop a plan to
achieve the future state
Identify “Product” Families
Set Strategic Plan – Select Critical VSs
Copyright ©2013 Lean Advisors Inc.

11. “Product” Families in an Office
 Product Families
 Identifying “Product” Families is critical and fundamental
to Enterprise Value Stream Mapping™.
 Group products, transactions and other types of
deliverables that follow a similar pathway - sharing and
competing for the same resources. Defines the Value
Streams
 It is also important to identify processing steps
supporting multiple Value Streams. A Shared Resource.
 Developing a “Product” Family Matrix can be a difficult
exercise because it challenges the way we normally
view our operations.
Copyright ©2013 Lean Advisors Inc.

12. Identify “Product” Families
1
2
3
4
5
6
A
X
X
X
X
B
X
X
X
X
X
X
X
8
9
X
C
7
10
X
X
X
D
X
X
X
X
X
E
X
X
X
X
X
F
X
X
X
X
X
X
G
X
X
X
X
X
X
Copyright ©2013 Lean Advisors Inc.

13. Office Products & Service
 Office Products and Services include:
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Hiring
Payroll
Accounts Receivable / Payable
Engineering Design
Procurement
Customer Service
Order Processing
Scheduling
Financial reporting
Data processing / entry
Productivity & Performance reporting
Etc.
Copyright ©2013 Lean Advisors Inc.

14. Who are the Customers?
 From a Lean perspective we consider the Customer
as the end user of the Product or Service we provide.
 In many office environments, it may be difficult to
understand who the customer is.
 Office operations often satisfy a multitude of both
internal and external customers.
 Who prioritizes the work?
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The person doing the job?
The person who screams the loudest?
The person with the most authority?
The Value Stream - end to end system(s)
Copyright ©2013 Lean Advisors Inc.

15. Leadership Roles
Directors
Business Strategy for Selecting Value Streams
Executives
Strategy & Goal Deployment
Drivers
Lean Improvement Initiatives
Middle Managers
Plans & Projects
Value Stream Performance
Doers
Kaizen Projects
Process Owners
Project Leaders
SMEs, Staff
Problem Solving & Implementation
Process Performance
Copyright ©2013 Lean Advisors Inc.

16. What Impedes Success – No Time
 Legend : Red – Not available Black – Possibly Available
January
May
September
February
June
October
March
July
November
April
August
December
 Continuous Improvement???
Copyright ©2013 Lean Advisors Inc.

17. Factors for Successful EVSM Implementation
 Value Stream selection linked to a strategic goals
 Charters documents that clearly identifies roles,
responsibilities, scope of work and expected deliverables
 Senior Leadership MUST support
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System thinking
Introduce the right performance metrics
Give teams the responsibility and authority to drive change
Be available to remove roadblocks
Copyright ©2013 Lean Advisors Inc.

18. Key to Success
Execution
Passion
6 Month Cycle
Develop
Current State
Future State
Implementation
Map
Map
Plan
Plan
Knowledge
Copyright ©2013 Lean Advisors Inc.

19. THANK YOU ALL FOR JOINING US TODAY!
Contact Us:
Lean Advisors, Inc.
Phone: 877.778.6413
Email: corp@leanadvisors.com
Website: www.leanadvisors.com
Copyright ©2013 Lean Advisors Inc.