Opis: Operational Excellence in Your Office - Tim Healey, Kevin Duggan

Operational Excellence is achieved when all employees in your organization can see the flow of value to your customers and can make adjustments to that flow before it breaks down. Operational Excellence in Your Office: A Guide to Achieving Autonomous Value Stream Flow with Lean Techniques presents nine time-tested guidelines for designing business process flow that enable Operational Excellence in the office. Each chapter describes one guideline by using text, illustrations, and practical examples to provide a comprehensive understanding of why creating flow in the office is essential and how to achieve it. Accounting for the reality that most office employees are required to work on many different projects throughout the day, this book details a step-by-step methodology for leveraging traditional value stream flow to establish Operational Excellence in an office environment. In addition, it describes a more advanced form of flow called "self-healing" flow-in which employees are capable of identifying and fixing problems with the flow without requiring management intervention. Explaining how to achieve Operational Excellence and self-healing flow with the nine guidelines, the book also introduces new concepts such as part-time continuous flow processing cells, workflow cycles, takt capability, integration events, pitch in the office, and ways to tell whether your office is on time. With this book, you will be able to take the knowledge provided and immediately apply it by following the step-by-step checklists included at the end of each chapter. In addition to the lists of action items for implementing each guideline, the book includes "acid tests" you can use to determine if you have implemented each guideline correctly. When finished, you will have designed an end-to-end flow for the services in your office as well as visual systems to help employees distinguish normal flow from abnormal flow so they can fix flow problems on their own, before they negatively impact your customers. "Kevin's definition and approach to achieving Operational Excellence in the office is profound, as it provides a true destination for office personnel (and managers!) improving the processes. It makes sense immediately. The five questions for flow in the office are empowering and drive office employees to create not just flow, but a self-healing, autonomous flow that does not require management intervention. Work every page of this book and watch your organization thrive and innovate in the office to achieve top line business growth. Along with Kevin's other books, the best series of improvement documents available." -Chuck Miles, Director, Materials Management, Logistics and Inventory, GoGo "Operational Excellence is a complete change in philosophy. Lean and Six-Sigma are generally viewed as tool sets, and mostly applied in manufacturing/operations, whereas Operational Excellence is the establishment of a holistic operating system for the entire enterprise. Duggan and Healey's guide to creating flow in the office makes this a powerful transformation, whether you're a seasoned CI professional or an office manager seeking to create value for your customers." -H. Scott Parkin, Director, Operational Excellence, United Technologies Aerospace Systems "Operational Excellence in Your Office is a very practical guide for transforming office value streams to create flow and provide value stream resources with the visual controls necessary to quickly assess the health of value flow and immediately correct any anomalies. Utilizing the nine guidelines effectively will provide the structure for improving office value streams and processes, creating Operational Excellence throughout the organization." -Stephen M. Moore, Vice President, Lean Enterprise & Quality, Parker Hannifin Corporation "This book is a great complement to Creating Mixed Model Value Streams and should be well-received by the many people who have found it a challenge to apply lean concepts in an office environment. Operational Excellence in Your Office provides practical approaches to understanding and managing service value streams while addressing the real world complexity of high-mix service environments. The book presents Operational Excellence concepts in an office setting in a straightforward and non-technical way. The examples will resonate with those familiar with Operational Excellence concepts as well as those considering them for the first time." -Gerry McCool, Senior Director, Lean Six Sigma, Jabil "Achieving Operational Excellence in an office environment can be challenging, but Duggan and Healey have developed a robust process that visually shows when office flow becomes abnormal and corrects it autonomously, resulting in self-healing flow throughout the organization. Creating standard work to correct abnormal flow is ingenious and eliminates e-mails, meetings, phone calls, and everyday firefighting, allowing you to focus on the needs of the customer." -Mark Vidic, Aftermarket Cost Reduction Manager, Caterpillar, Inc. "Kevin Duggan's new book, Operational Excellence for the Office, challenges the widely-held belief that only traditional manufacturing environments - and not offices - realize significant benefits from applying the principles of Operational Excellence. In the book, Kevin shows that office processes are not "different" and provides detailed, step-by-step instructions on how to effectively apply Operational Excellence principles to dramatically improve office flow and successfully operate a business in today's globally competitive environment. The significant advantages to production environments have been well demonstrated - now Kevin shows how offices can realize the same gains." -Jeffrey M. Corbin, Operations Manager, Laitram MachineryPART 1: GETTING STARTED Operational Excellence in the Office The Need for Management Intervention Applying Lean Concepts to the Office The OpEx Difference The Principles of Operational Excellence Operational Excellence: Practical Terms References The Key Function of Any Office Value Stream Design for the Office Determine Service Families Scoping the Matrix Refining the Scope Using the Matrix: The 80/30 Guideline Service Families and Value Streams Create a Current State Value Stream Map for Each Service Family PART 2: APPLYING THE NINE GUIDELINES FOR OFFICE FLOW Guideline #1: Takt and Takt Capability Takt Capability Demand Profiles Calculating Takt Time Guideline #2: Continuous Flow A Typical Office Part-Time Continuous Flow Obstacles to Continuous Flow Creating Processing Cells The Physical Layout Worksheet Guideline #3: FIFO FIFO and the Five Key Questions for Value Stream Flow in the Office What to Do When FIFO Backs Up Visual FIFO Digital FIFO Multiple FIFO Lanes Fast Track FIFO Lanes Worksheet Guideline #4: Workflow Cycles Levels of Workflow Cycles Workflow Cycles and Multiple FIFO Lanes Workflow Cycles and Calendars Scheduling Workflow Cycles: Two Options Sizing FIFO Lanes Guideline #5: Integration Events Guideline #6: Standard Work Activity Level Standard Work Flow Level Standard Work Guideline #7: Single-Point Sequencing Setting the Initialization Point Determining Additional Sequencing Points Guideline #8: Pitch Four Attributes of a Good Pitch Guideline #9: Changes in Demand Demand Fluctuations Changing Takt Capabilities Designing Different Takt Capabilities Applying the Nine Guidelines: The Acid Test Creating Operational Excellence in the Office Abnormality Causes of Abnormal Conditions Self-Healing, Autonomous Flow in the Office Seeing Abnormal Flow Fixing Abnormal Flow Containment Standard Work The Office That Has Achieved Operational Excellence Going Forward Appendix A: Create the Current State Value Stream Map Reference Appendix B: Create the Future State Value Stream Map Reference Appendix C: Create the Implementation Plan Appendix D: Traditional Lean Techniques to Improve the Office Appendix E: The Lean Plateau Index

Szczegóły: Operational Excellence in Your Office - Tim Healey, Kevin Duggan

Tytuł: Operational Excellence in Your Office
Autor: Tim Healey, Kevin Duggan
Wydawnictwo: Productivity Press Inc
ISBN: 9781498714082
Rok wydania: 2016
Ilość stron: 280
Oprawa: Miękka
Waga: 0.82 kg

Recenzje: Operational Excellence in Your Office - Tim Healey, Kevin Duggan