1. Lean Office Champion
Northwestern Michigan College
Winter 2012
CRYSTAL BAILEY
N O R T H W E S TE R N M I C H I G A N
COLLEGE, HAGERTY CENTER

2.  Purpose:
The  Streamline event processes
Events are low volume, but are most time
Project: 
consuming
 Weddings are generally have the highest
revenue
Hagerty
Center  Value Stream Manager:
 Chad Schenkelberger
Wedding
Events  Team Members:
Process  Crystal Bailey, Carla Waite, Trisha Farrier,
Jo Gallegos, Chad Schenkelberger, Nate
Glidden, Coburn MacNaughton, Scott
Williams

3. Project Metrics and Targets
 Decrease Lead time on receipt of information from
clients
 Measure effectiveness and satisfaction through post
event client survey

4. Project Deliverables
• CURRENT STATE VALUE STREAM MAP
• VISUAL COMMUNICATION
• STANDARD WORK
• FUTURE STATE VALUE STREAM MAP
• IMPROVEMENT PLAN

5. The Gemba

6. The Gemba

7. The Staff

8. The Staff

9. Current State
Value Stream
Map
• Identify The
Steps
• Collect The Data
• CT
• LT
• WIP
• TECH
• % C/A

10. Current State Value Stream Map

11. Current State Value Stream Map

12. Current Value Stream Map Reflection
 Process was completed in only two separate sessions,
2 hours each.
 We knew that much time was spent on detailing step,
and numbers showed us exactly that:
 LT = 2 months to 10 months
 It is clear that our focus for future state will need to
involve our Detailing step

13. Five “S” Projects
SORT
SET IN ORDER
SHINE
STANDARDIZE
SUSTAIN

14. 5 s Project – HC Service Hall
Before After #1

15. 5 s Project – HC Service Hall
After #2 After #3

16. 5 s Project – HC Service Hall
After – we cleared an
Before
entire shelf!!!!!

17. Project Reflection
 Reorganization of the service hall overall was greatly
needed, but was not well received; lack of buy in!
 One of the key people that was invited did not come,
and the result therefore was great resistance.
 If I could do it all over again……..
 All staff meeting with communication of support from the top
 Education of 5S with key people prior to start of project

18. V C
I O
S M
U M
A U
L N
I
C
A
T
I This idea was formed by our LEAN
class. The purpose is to “see” where
O
a wedding event is located within
N
the process as a whole.

19. V C
I O
S M
U M
A U
L N
I
C
A
T
I This idea also came from our LEAN class.
The purpose is to keep track of the receipt
O
of client deposits and contracts
N

20. This is the visual board
we currently use for
tracking event deposits
and contracts. Events
that need a deposit and
or contract are posted in
green on the calendar,
on the day they are due.
The standard format for
naming:
Contract/Dep –
Organization & Date
Once all items are
received, the tracking
Tracking Event Deposits through
post is deleted from the
calendar. GMAIL Calendar

21. Close Up of GMAIL tracking calendar

22. Contract &
Deposit Folder
This folder is utilized
in conjunction with
the GMAIL tracking
calendar.
Once an event folder
has all necessary
items, it is removed
from the yellow
folder and filed in the
general section
according to the
month and date of
the event.

23. Visual Communication Reflection
 GMAIL and folder works very well for the Team.
 Old process was “out of sight, out of mind”. The
folder and calendar both make it clear to see what we
documents we need for our event reservations and
the date these items are due.
 Reminders are sent in a more timely manner
 Lead Time for receipt of items has greatly improved

24. Standard Work Instructions
HC Calendar Posting Guidelines
• These are posted at each computer
station.
• Green items are due dates for
contracts/deposits/pre-event
payments.
• Blue events are confirmed events
• Orange events are HOLD events
• Yellow events are complete and
invoiced

25. Standard Work Instructions
The procedures on the left are posted on our fax machine for all to see.
The template on the left is our standard wedding email template; this is sent to clients when we
send them their reservation contract. The grey boxes indicate areas to enter information.

26. Standard Work Reflection
 I Love, Love, Love Standard Work!!!!!
 Other examples of implemented standard work
instructions:
 Purchasing Order Procedures
 Hagerty Deposit Procedures
 Event Security Needs Email Template
 General Events Email Template
 Contract/Deposit Due Reminder Email Template
 Payroll procedures
 Event workbook procedures

27. Future State Value Stream Map
Identify the Steps:
 Value Added (Pink)
 Non-Value Added but Necessary (Yellow)
 Kaizen Bursts (Pink above main flow)
Focus on Opportunities

28. Future State
Value Stream
Map
The Action Plan:
• Identify Tasks
• Who is responsible
• Due Date

29. Future Value Stream Map Reflection
 Our process is either non-value added but necessary or value
added….it was hard to identify any current steps that could be
eliminated
 The BIG QUESTION we kept asking…….things are changing a lot, so
are we getting information too soon from clients?
 Proposed implementation of event timeline. Client can see what we expect of
them and information can be received when we need it, not too soon when it’s
likely to change.
 Create a packet specific to our wedding clients – “Bridal Packet”. The idea is to
anticipate their needs and give them all sorts of information as soon as they book.
 Utilize our S:/Drive wedding folders as a communication hub.
House a details folder within each wedding folder that contains
important information from client emails. The goal is to keep it
electronic and make the information accessible to the whole team.

30. Other
Innovations
This is my visual board
that hangs in my office
space.
Tasks that are permanent
are listed in label tape.
Tasks that come up
through the day are listed
on sticky notes and posted
on a day according to my
schedule.
The idea is that anyone
can see the permanent
tasks I have on a daily and
or monthly basis.

31. Other
Innovations
5S in Action:
AFTER pictures
of the 5S project
on our front
office storage
cabinet

32. Other
Innovations
5S in Action:
AFTER pictures
of the 5S project
on our front
office space
Labels were used
both inside and
outside.

33. Other
Innovations
Event Workbook
Contract Page:
This is my favorite
project so far. I say
“is” because as we
evolve, it will also
have to evolve.
Messages within the
workbook cells
inform the user of
what information to
enter and in what
order and format.

34. Other
Innovations
Event Workbook
Estimate Page:
Information is
connected directly to
the Contract page by
formulas.
Highlighted cells
indicate necessary
items to be entered.

35. Other
Innovations
Event Workbook
Function Page:
Information here is
also connected
directly to the
Contract page by
formulas.
Several other
Function sheets are
“hidden” within the
workbook for events
that span multiple
days.

36. Other
Innovations
Event Workbook
Invoice Page:
Information is
connected directly to
the Estimate page by
formulas.
This has significantly
increased the speed at
which invoices are
completed:
• The estimate provides all the
pricing details for the event.
• Redundancy of retyping
information into the invoice
has been eliminated 90% of the
time.