Hard copy of July 24, 2009 webinar "Putting It All Together". The webinar provided explanations of Value Stream Mapping, Voice of Customer, and Kaizen.

1. Brown Bag University:
Wrapping VSM and VOC Together

2. Brown Bag University:
Value Stream Mapping
• Introductions
• Review
– Current State VSM Process
– Voice of Customer Process
– Alumni Association Case Study
• Developing a Future State VSM
– Keys to Developing a FS VSM
– Alumni Association Case Study
• Kaizen Event
– Defining Kaizen
– Phases of Kaizen
• Questions and Answers

3. Facilitators
Mike Pircer Dan Walker
MAP Business Solutions, Inc. River’s End Consulting
(248) 379-8344 (248) 770-2554
www.mapbizsolutions.com www.riversendconsulting.com
www.linkedin.com/in/mikepircer www.linkedin.com/in/tentmakerenterprise

4. Value Stream Mapping
What is Value Stream Mapping?
• PENCIL AND PAPER!!!
• Door to Door
• Prioritize Improvement Plans

5. Value Stream Mapping
Benefits of Value Stream
Mapping.
• Creates a vision of the
future.
• Enables broad participation.
• Reduces the risk of creating
“islands of excellence”.
• Helps to break down
communication barriers.
• Provides an implementation
road map.

6. Current-State Value Stream Mapping
Current-
A few VSM Icon Definitions

7. Alumni Association Current State VSM

8. Voice of Customer
We are going to ask our Stakeholders
about:
• Experiences with our products and
services
• Experiences with competitor products
and services
© River’s End Consulting,

9. VOC: The Process
1. Build a small team of internal experts
2. Identify what we already know
3. Identify what we do not know
4. Develop specific topics of conversation and generate questions
5. Interview select individuals
6. Sort and analyze the interview responses
7. Take the information forward to future state mapping
© River’s End Consulting,

10. VOC: Case Study
1 2 3 4 5 6 7
Define most Understand the
Understand
Define alumni effective method Understand Define what Alumni impact of online Understand the
Objectives: graduate concept
perception of for population definition desire in a classes on the perception of
of "giving back" to
value. communicating of "involvement". community. alumni event value.
.
value to alumni. community.
Tell me why you
How do online
Tell me what your Describe the most Describe a charity, Please describe a feel compelled to
How would you define classes hinder
understanding of efficient way to church, group, team good Alumni event give back to
Question 1 a community of your participation
what the Alumni communicate info that you've been that you've college.
alumni? in the alumni
Assoc. does. to you. involved with. attended.
association?
Tell me why you
How would an
Describe to me What compels How frequently would Please describe a don't feel
What would you like established social
what the Alumni you to act on the you like to be involved bad Alumni event compelled to give
Question 2 to see in a Alumni networking
Association info you with the Alumni that you've back to college.
community? community
should do for you. received? Association? attended.
benefit you?
To you, what How well was the How would you
would be the value of Tell me the value define your
Tell me about your What is your desire to Describe the responsibility to
value of being a participating in of regularly
Question 3 involvement in other be part of a online class
member of the the Alumni scheduled Alumni post graduation?
organizations. community? community.
Alumni communicated to meetings.
Association? you?
Describe your
How would an
Tell me about how "connectivity" to
What does being established social What types of What does being a
you are involved with How do you define a the College based
Question 4 a Graduate meannetworking events are Graduate mean to
virtual/social community? on the amount of
to you? community valuable to you? you?
networks. online classes
benefit you?
you have taken.
© River’s End Consulting,

11. VOC: The Interviews
One interview facilitator
One or two note takers
Written, verbatim notes
Very conversational format
© River’s End Consulting,

13. Future-State Value Stream Mapping
Future-
Creating the Future-State VSM
• Voice of Process Review (VOP)
• Voice of Customer Review (VOC)
• Determining improvement ideas.
• Draw future-state map.
• Communicate.

14. Alumni Association Future State VSM

15. Kaizen
A Japanese word that means
“Change for the better”.
Rapid improvement.
Action based.

16. Phases of Kaizen Blitz
1. Preparation
2. Kaizen Blitz Event
3. Follow-Up

17. Typical Event (3-5 days)
(3-
• Examine the process
• Sort out the value-added steps
• Brainstorm
• Setup new process and balance work
• Debug and formally document the
new process
• Report out

18. Alumni Association Case Study
Cate- Required End
Task ID gory Task Task Owner Date Status
Initat
e&
Plan
Done, WIP,
*=
Identify name, names or concerns,
group To Do
IP 01 Confirm event is a Board Approved
Produce preliminary budget and confirm
IP 02 sponsorship funding
IP 03 Recruit Work Team Members
IP 04 Launch Event Planning
IP 05 Complete Initial Version of Event Checklist
IP 06 Create online event registration form
Create Info Form for Event & Distribute to Board,
IP 07 promoters, operations and others
IP 08 Post Event on website for initial publication
IP 09 confirm event date
IP 10
Event
Progr
am -
Initial
Planni
ng
E IP 01 Obtain & Confirm sponsorship
E IP 02 Obtain speakers
Get a Production Manager and a back up from the
E IP 03 student chapter

19. Summary
VSM
VOC
Kaizen

20. Questions and Answers
Mike Pircer Dan Walker
MAP Business Solutions, Inc. River’s End Consulting
(248) 379-8344 (248) 770-2554
www.mapbizsolutions.com www.riversendconsulting.com
www.linkedin.com/in/mikepircer www.linkedin.com/in/tentmakerenterprise

21. Recommended References
Books Websites
• Learning to See, Mike Rother and John • The Lean Enterprise Institute (eVSM
Shook software can be purchased from this
site)
• Value Stream Management for the Lean www.lean.org
Office, Don Tapping and Tom Shuker
Training:
• Voices into Choices, Gary Burchill and • cpd.engin.umich.edu: University of
Christina Hepner Brodie Michigan Lean Certification Program.
• Synchronous Management, • www.villanovau.com: Villanova
Mokshagundam Srikanth and Michael University Lean Six Sigma
Umble Certification Program
• Throughput Accounting, Thomas
Corbett