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Future Future State Value Stream Map Map
State Value Stream
Source Refrigeration & HVAC, Inc.
Service Organization
Service Delivery
T&M Target example, refrigeration component repair, non-peak season (35 w ork orders per day)
Created February 13, 2009
CONFIDENTIAL

Create Source
preferred T & C's

Explore flat rate
pricing

Customer
%C&A = 99%

Establish
parameters for time
& parts by
service type

EDI Interf ace
Create EDI
Interface w/
Customers

Create Tech
performance
report

Create EDI
Interface w/
Verisae

Supplier

Great
Plains

No EDI

Special Order
Part
Improve Tech
Training; Create
Sub-levels

Improve Tech
Onboarding

Tech
Create Tech
Support Center

Implement
GPS

Contact Tech
Support As
Needed

Install kanban
on trucks

?

Centralize
Dispatch

10%
Assess
Problem

Dispatcher
120 mins.
PT = 7 mins.
%C&A = 85%

2 hrs.

Make Repair;
Complete call
on handheld

Tech

PT = 75 mins.
%C&A = 90%

PT = 0 mins.

`

24 hrs.
PT = 120 mins.
%C&A = 75%

2 hrs.
1.25 hrs.

Create stnd work
for invoicing

PT = 5 mins.
%C&A = 99%
1x daily

Billing Admin

Compare
invoice
register to
invoices and
mail invoices
4 hrs.

PT = 25 mins.
%C&A = 95%

24 hrs.
2 hrs.

Create
Customer Billing
Teams

Review W.O.,
payroll, AP &
invoice; post
immediately

Tech
2 hrs.

1.25 hrs.
1.25 hrs.

Create invoice
exception report

Get Part from
Truck

75 mins.

1.25 hrs.
0.117 hrs.

?

Enter data
into Verisae
and Excel
from Daily
Report
Billing Admin

Standardize
Truck Inventory

PT = 75 mins.
%C&A = 95%

Tech
75 mins.

Separate labor
& payroll

Pick up Part
at Parts Store
Tech

Tech

Create W.O.
Dispatch Tech

Excel
Spreadsheet
(Customer)

Verisae
(Customer)

Billing Admin

Receive
Cash; Post
Payment
Collections
60 days

PT = 5 mins.
%C&A = 99%
1x daily
4 hrs.

0.417 hrs.

480 hrs.
0.0833 hrs.

Lead Time = 520 hrs.
Process Time = 5.12 hrs.

Acronym Key
%C&A %Complete and Accurate
AR

Activity Ratio

FTE

Full Time Equivalent

LT

Lead Time

PT

Process Time

RFPY

Rolled First Pass Yield

Lead Time to invoice = 34.5 hrs
NOTE: Business hours
Process Time = 5.1 hrs.
Activity Ratio = 14.8%
RFPY = 45.4%
Lead time to cash = 67 days

76

Veröffentlicht in: Business, Technologie
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