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Future State Value Stream Map Holding Effective Kaizen Events

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Future State Value Stream Map
Source Refrigeration & HVAC, Inc.
Service Delivery
T&M Target example, refrigeration component repair, non-peak season (35 work orders per day)
Created February 13, 2009
CONFIDENTIAL
Customer
%C&A = 99%
Dispatcher
Create W.O.
Dispatch Tech
PT = 7 mins.
%C&A = 85%
Supplier
Tech
Assess
Problem
PT = 75 mins.
%C&A = 90%
Billing Admin
Review W.O.,
payroll, AP &
invoice; post
immediately
PT = 25 mins.
%C&A = 95%
Billing Admin
Compare
invoice
register to
invoices and
mail invoices
PT = 5 mins.
%C&A = 99%
1xdaily
Collections
Receive
Cash; Post
Payment
2 hrs.
0.117 hrs.
1.25 hrs.
1.25 hrs.
1.25 hrs.
1.25 hrs.
2 hrs.
2 hrs.
24 hrs.
0.417 hrs.
4 hrs.
0.0833 hrs.
480 hrs. Lead Time = 520 hrs.
Process Time = 5.12 hrs.
Tech
Make Repair;
Complete call
on handheld
PT = 120 mins.
%C&A = 75%
Verisae
(Customer)
Great
Plains
Tech
Pickup Part
at Parts Store
PT = 75 mins.
%C&A = 95%
`
Excel
Spreadsheet
(Customer)
Billing Admin
Enter data
into Verisae
and Excel
from Daily
Report
PT = 5 mins.
%C&A = 99%
1xdaily
Tech
Special Order
Part
10%
60%
Tech
Contact Tech
Support As
Needed
Tech
Get Part from
Truck
PT = 0 mins.
30%
EDI Interf ace
No EDI
120 mins. 75 mins. 75 mins. 2 hrs. 24 hrs. 4 hrs. 60 days
Create Tech
Support Center
Create EDI
Interface w/
Customers
Centralize
Dispatch
Improve Tech
Onboarding
Standardize
Truck Inventory
Improve Tech
Training; Create
Sub-levels
Install kanban
on trucks
Create
Customer Billing
Teams
Create stnd work
for invoicing
Create invoice
exception report
Explore flat
rate pricing
Create Tech
performance
report
Implement
GPS
Create Source
preferred T & C's
Separate labor
& payroll
Create EDI
Interface w/
Verisae
Establish
parameters for time
& parts by
service type
Lead Time to Invoice = 34.5 biz hrs
Lead Time to Cash = 67 biz days
Process Time = 5.1 biz hrs.
ActivityRatio = 14.8%
RFPY = 45.4%
Repair Service Delivery – Request to Cash
Future State Value Stream Map

Veröffentlicht in: Business
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