Transcript Slide 1

Module 3
Future State
Agenda for all 5
Module
Description
Homework
1
Introduction to Lean
Thinking
Project documentation and
customer information
2
Current State Analysis
Current State Map
3
Future State
Future State Map
Implementation Plan
4
Sustainable Change
Complete A3
5
Lessons Learnt and Final
Presentation
Continue implementation and
further Lean work
Review of Module 2
You can now:• Create a current state map
• Understand root cause analysis
• Understand Plan Do Check Act and A3
• Run a mapping workshop
Lets Review Your Homework
Current State Mapping
Agenda
• Things to avoid/build in to your future state
• Brainstorming ideas
• Developing an aspirational state
• Developing future states
• Choosing the right solutions
• Implementation planning and monitoring
You Should…
Be able to:• Understand how to generate ideas with an
improvement team
• Use various techniques to develop aspirational states
• Develop future state maps that meet customer
requirements
• Create basic implementation plans that can be easily
monitored
What is Lean?
Put plans in place
to standardise the
process & set
further review
dates
Plan
Act
Evaluate the effect of
implementation; have
actions delivered
expected results?
Investigate the
current situation &
understand fully the
nature of the problem
to be solved
Do
Check
Develop a future
state. Implement
short term fixes and
long term plans to
eliminate root causes
Put plans in place
to standardise the
process & set
further review
dates
Plan
Act
Evaluate the effect of
implementation; have
actions delivered
expected results?
Investigate the
current situation &
understand fully the
nature of the problem
to be solved
Do
Check
Develop a future
state. Implement
short term fixes and
long term plans to
eliminate root causes
A3 – Business School
The Future State
I’ve got my
current state
now what?
So many issues
and suggestions
where do we
start?
What must the
future have that
the current didn’t?
Runners, Repeaters, Strangers
Runner:
Are tasks that occur on a daily
basis and are sufficient volume to
justify a dedicated process
e.g. changes to staff details
Repeater:
Are tasks that occur on a
regular basis but less
frequently than runners and
are not part of the day to
day activity of the
organisation
e.g. managing adoption
leave
Stranger:
Are tasks that occur infrequently and are
best dealt with as they occur on an ad hoc
basis
e.g. member of staff arrested
http://www.youtube.com/watch?v=3s2VdtYw-g0&feature=related
Making Work Flow Batch & Queue/Push
• Producing or processing multiple items and then
moving it all (in a batch) to the next stage before
they are needed there
–
–
–
–
Inventory (work in progress) waiting to be worked on
Poor resource allocation
Longer cycle times
Defects may not be identified until a number of batches
have gone a long way through the system
• Lower morale as people are always surrounded by piles of
unfinished work!
• Takes longer
Batch & Queue –
Processing Exam Papers
Example: An exam paper is marked by 3 examiners. At
each stage (A,B and C) a paper takes 30 minutes to
process. There are 10 papers to mark.
5 hours
5 hours
15 + hours
5 hours
One Piece Flow
• ‘One piece flow’ aka ‘single piece flow’,’ make one,
move one’ and continuous flow) involves :
– With single piece flow one item at a time is processed and
there is no build up of inventory as work is processed to
customer demand (pull).
– Keeps work moving
– Work is more varied
– Quicker
Single Piece Flow
Example: An exam paper is marked by 3 examiners. At
each stage (A,B and C) a paper takes 30 minutes to
process. There are 10 papers to mark.
The Penny Game
Poka Yoke
• Shut out Type
– Preventing an error
being made e.g. a
three pin plug
• Attention Type
– Highlighting that an
error has been made
e.g. spell checker
My name
is
Msr Smith
Experts
• Have you got your experts in the right place?
• Do decisions get made too late on in the process?
• Are errors being picked up at the end?
• Put expertise where needed (early in the process)
• Get the expert to send the work down the right path
• Put experts where errors can be picked up early and
use the expert to put preventative measures in place
The Future State
Ok so we
know what
the problem is
what do we do
about it?
http://www.youtube.com/watch?v=qtw33b9TCfU
Brainstorming – The Rules
•
•
•
•
•
•
•
•
No judgment
Going for quantity of ideas
All people are to be involved
Record responses as they are said with no
editing
Can add to comment but not alter or delete
All viewpoints recorded
3rd Party recorder
Create a limit (time, no of ideas, pages of
flipchart etc)
Some Suggestions…
• Drop the barometer from the top of the building and time its descent.
Calculate the height based on the acceleration of gravity.
• Tie the barometer to the end of a piece of string. Lower the barometer
over the building and measure the length of the string.
• Counting the number of steps taken whilst carrying the barometer up the
stairs to the roof and multiplying that by the height of the stair tread.
• Walk the barometer up the side of the building, end to end. Measure the
length of the barometer and calculate the building’s height.
• Place the barometer vertically on the ground. Compare the ratio of the
barometer’s height to the length of its shadow and the ratio of the
building to the length of its shadow.
• Offer to give the barometer as a gift to the janitor in exchange for
information about the height of the building.
• Chuck the barometer at the teacher, then whilst he is knocked out, read the
answer sheet.
Lean and Mapping
CURRENT
STATE
FUTURE
STATE
FUTURE
STATE
FUTURE
STATE
IDEAL
STATE
Aspirational
• What is it?
– Blue sky thinking
– No constraints
• Why do it?
– Break paradigms
– Initial future state is not always visionary
– Brilliant ideas
• How do you do it?
One Way to do it
If it was a ship what kind of ship would it be?
http://www.youtube.com/watch?v=cvJ9tacoXuw&feature=player_embedded
Another Way
ADVIS Reception Aspirational Map ~ 31st July 2007
REGIS
automatically
generate
letters etc
Start Online process
* Pop ups at each stage of the process
* Online forms on PDAs
The Bank
automatically
generate data
required
REGIS
$
Bank
Free T-Shirt
‘I got my Visa at
Cardiff University’
½ Price
Visas
Beach and Clean
Environment
ADVIS Reception issue Visa
Cardiff University
Home Office
Automated process begins
* Bank
* Sims
* Transcripts
* Police Registration
* Photos
* Sponsor Letter
Automated Process
Once successfully complete English
Language course computer is updated
and information automatically sent
through to the Home Office
Split the
Cash with
ADVIS
Deliver the Visa
on a silver tray
‘Delighter’
Another Way
Smooth
journey
Infrastructure
Integration
Continuity
Big
Students
reach the
island
Good
steer
Structured
Visible
Modern
Appropriate
skills
Enjoyable
Easy
Spread
the
word
Don’t
know that
the Centre
is there
Engine
room
working
Effortless
Everyone
wants to
come
Satisfaction
Even
water
Clarity
£££
Recognised
by School
Calm
Achievement
Family
Support
Predictable
Lean and Mapping
CURRENT
STATE
FUTURE
STATE
FUTURE
STATE
FUTURE
STATE
IDEAL
STATE
36
The Future State Should…
• Be customer focussed
Quality
– Build the customer feedback into your future state
(Kano)
• Remove waste and failure demand Time
– Build in error proofing
• Align process and resource to meet demand
– Consider runners, repeaters and strangers
Waste
– Manage batch sizes and bottlenecks
– Expertise at the front
• Incremental steps as well as step changes
Cost
Developing Future States
• Sometimes you can collect good ideas as you
progress
• Aim for a solution to every issue
• Massive post-its over blocks of issues, collate into
themes
• Brainstorm improvements
– In teams
– Individually
• Think radically – bring in ideas from the aspirational
• Think short term, medium term, long term
Before
DMS 1813
CARBS
Postgraduate Admissions Process
onal
rnati
Inte itment
recru ties
vi
ti
ac
Application
received in
admissions office
(90% electronic)
Office
downloads:–
transcripts,
references,
English language
qualifications
ns
catio
Appli ed oniv
rece ut still
line b rinted
get p t
ou
Make up pack (1 FTE
+4 temps)
- application forms
and docs
- front sheet (from
Registry) completed
by admissions tutor &
signed
Packs go to tutors
in paper form.
Some turn round
in 24 hours.
Others up to 2
weeks.
Back to office
To complete sheet
-check educational institution
(NARIC)
- ranking of institution
- English language qualifications
- GPA
Recommend – CF/UF/reject
Decision logged
(SIMS) + offer
released (to
REGIS)
Application
shredded (10k)
Could tors
istra
admin ake
m
ions?
decis
Up to 5
working days
to REGIS
making offer to
student
If UF: Accept or
reject offer
If CF: Wait for
results or presessional engl etc)
Cut off around July
Keep
ing
activi warm
ties?
Once accepted,
get CAS letter –
unique number to
apply for VISA can’t then apply
anywhere else
Enrolment
online – from 3
weeks prior to
start date
Fee payment
(1 or 3
instalments)
(FINCE)
E
FINC
Could e to
com
ke
to ta
S
B
CAR ments?
pay
is no
There int of
o
one p ct for
ta
con
ents
stud
After
Enrolment week
Week long
induction
- formal welcome
Course based
induction
-Course social
No
g, no
ostin
signp
ess
proc
Collect id
cards
Choosing the Right
Improvement Suggestions
• Need to reach a consensus
• Make sure that the change is in the customer’s
best interest, not the process operator’s
• Try things out!
– Plan Do Check Act – means that even when
something doesn’t work, you’ve still LEARNED
• Can’t do everything at once so prioritise
– Short, Medium and Long Term implementation
Pain Gain Chart
Put plans in place for
long term
implementation
Not for now
Implement
ASAP
Implement
PHARM PGT - Future State
Enquirer
Applicant
1. Good web
presence
7. All required
information on one
application form
2. Timely response to
enquiries
8. Student
responsible for the
submission of all
paperwork
3. Library of
resources for all to
access
9. Scanner for
supplementary
application forms
4. Analysis of
customer experience
5. Review the look of
the website
(modernise)
6. Gather information
on enquiries
10. Ask Registry for
an update on
information for
English language
requirements and
degree equivalents
11. Amend
acceptance form with
admissions
requirements for
each course
12. Clarification of
MIPHE
administration and
roles from Cardiff /
Germany
13. Review of
rejection codes to
ensure that they are
fit for purpose
14. Investigate the
possible use of an
electronic signature
for Head of School
approval
15. Check SIMS
online applications at
least once a week
16. Transparency of
dates and deadlines
for all courses (flow
diagram)
17. Students to set
up transfer of Cardiff
e-mails to personal
accounts: add
guidelines to the
student handbook
18. Different letter
needed for MIPHE
payment
19. Only send
standard thank you
latter to paper
applications
Student
20. Set up a central
Cardiff University
account for payment
by Saudi Arabian
students and arrange
transfer of funds to
Germany
21. Finance to
invoice students early
and let us know if
there are problems
before the Board of
Examiners
22. Ability to
overwrite student
module selection
23. Investigate
reasons for large
dropout for MIPHE
course
24. Clarify with
Registry that all of our
students are distance
learning / part-time
25. Contact Jill
Bedford in Registry to
deal with the various
issues discussed to
include: What is the
process from the
Board of Examiners to
graduation; why the
different dates for
undergraduate and
postgraduate taught –
can the deadline be
changed; clarity of the
information to Registry
and how they use the
information.
26. Speak to INSRV
regarding the rollover
of Blackboard and
consistency of
access, with a log of
figures where
appropriate
27. Better
understanding of
process regarding
Blackboard modules
(Bernadette / Robert)
28. Training to
investigate capability
of Blackboard for
student feedback
(bespoke course)
29. Use of coffee /
tea machine and
order milk cartons
and biscuits from the
catalogue for use on
weekend courses
30. IT support for
weekend schools
31. Review Cardiff
University expenses
policy and
procedures
32. Use of Bristol
Online Surveys
(BOS) for course
evaluations (bespoke
training session to be
organised)
33. Speak to the
Chair of the Learning
and Teaching
Committee regarding
Postgraduate Taught
issues
34. Clarification of
roles for IT support
(hardware vs.
software)
35. Submission of
multiple choice
questionnaires via
Blackboard; review
the way that
coursework is
submitted
Other
36. Interpretation of
Turnitin reports by
Course
Administrators
(discussion / training)
37. Discussion
regarding
moderation / double
marking. Markers to
input marks onto
spreadsheet
38. Speak to Tony
Caffel regarding
CLAWS procedures
for spreadsheets and
SIMS
39. Input into
SONMS discussion
regarding
moderation / 2
degree marking
(Away Day)
40. Mapping
retrospective and
prospective
mitigating
circumstances /
interruption of studies
and electronic
records of these
41. SIMS allows
module mark only
with no breakdown;
can this be changed?
42. Use headed
notepaper for
Blackboard results in
a locked PDF file
43. Calculate cost
per student per
course (financial cost
and hours of time)
44. Request for
monthly financial
reports per course
45. Need for
somebody to
undertake financial
modelling
46. Know when
letters are sent to
students from
Registry
47. Dummy student
account for checking
Blackboard
48. Opportunities for
bespoke / group
training (for example
INSRV / REGIS)
49. Consider the use
of other resources for
example UniStaff.
PHARM PGT - Priorities
High benefit
7
4
20
41
12
13
1
5
18
8
21
22
45
27
46
3
30
26
34
43
33
35
32
37
38 25
36
48
10
23
17 9 2 19
24 16 11 14 42
29 15 28 49
39
40
47
6
31
44
Hard to implement
Easy to implement
Key
Enquirer
Applicant
Student
Other
Low benefit
PHARM PGT - Priorities
Enquirer
Applicant
1. Good web
presence
7. All required
information on one
application form
2. Timely response
to enquiries
8. Student
responsible for the
submission of all
paperwork
3. Library of
resources for all to
access
9. Scanner for
supplementary
application forms
4. Analysis of
customer experience
5. Review the look of
the website
(modernise)
6. Gather
information on
enquiries
10. Ask Registry for
an update on
information for
English language
requirements and
degree equivalents
11. Amend
acceptance form with
admissions
requirements for
each course
12. Clarification of
MIPHE
administration and
roles from Cardiff /
Germany
13. Review of
rejection codes to
ensure that they are
fit for purpose
14. Investigate the
possible use of an
electronic signature
for Head of School
approval
15. Check SIMS
online applications at
least once a week
16. Transparency of
dates and deadlines
for all courses (flow
diagram)
17. Students to set
up transfer of Cardiff
e-mails to personal
accounts: add
guidelines to the
student handbook
18. Different letter
needed for MIPHE
payment
19. Only send
standard thank you
latter to paper
applications
Student
20. Set up a central
Cardiff University
account for payment
by Saudi Arabian
students and arrange
transfer of funds to
Germany
21. Finance to
invoice students early
and let us know if
there are problems
before the Board of
Examiners
22. Ability to
overwrite student
module selection
23. Investigate
reasons for large
dropout for MIPHE
course
24. Clarify with
Registry that all of our
students are distance
learning / part-time
25. Contact Jill
Bedford in Registry to
deal with the various
issues discussed to
include: What is the
process from the
Board of Examiners to
graduation; why the
different dates for
undergraduate and
postgraduate taught –
can the deadline be
changed; clarity of the
information to Registry
and how they use the
information.
26. Speak to INSRV
regarding the rollover
of Blackboard and
consistency of
access, with a log of
figures where
appropriate
27. Better
understanding of
process regarding
Blackboard modules
(Bernadette / Robert)
28. Training to
investigate capability
of Blackboard for
student feedback
(bespoke course)
29. Use of coffee / tea
machine and order
milk cartons and
biscuits from the
catalogue for use on
weekend courses
30. IT support for
weekend schools
31. Review Cardiff
University expenses
policy and
procedures
32. Use of Bristol
Online Surveys
(BOS) for course
evaluations (bespoke
training session to be
organised)
33. Speak to the
Chair of the Learning
and Teaching
Committee regarding
Postgraduate Taught
issues
34. Clarification of
roles for IT support
(hardware vs.
software)
35. Submission of
multiple choice
questionnaires via
Blackboard; review
the way that
coursework is
submitted
Other
36. Interpretation of
Turnitin reports by
Course
Administrators
(discussion / training)
37. Discussion
regarding
moderation / double
marking. Markers to
input marks onto
spreadsheet
38. Speak to Tony
Caffel regarding
CLAWS procedures
for spreadsheets and
SIMS
39. Input into
SONMS discussion
regarding
moderation / 2
degree marking
(Away Day)
40. Mapping
retrospective and
prospective
mitigating
circumstances /
interruption of studies
and electronic
records of these
41. SIMS allows
module mark only
with no breakdown;
can this be changed?
42. Use headed
notepaper for
Blackboard results in
a locked PDF file
43. Calculate cost
per student per
course (financial cost
and hours of time)
44. Request for
monthly financial
reports per course
45. Need for
somebody to
undertake financial
modelling
46. Know when
letters are sent to
students from
Registry
47. Dummy student
account for checking
Blackboard
48. Opportunities for
bespoke / group
training (for example
INSRV / REGIS)
49. Consider the use
of other resources for
example UniStaff.
MoSCoW
• Words not Numbers
• Understand the importance the customer places on each
requirement
• Good if you have a tight timescale
Must have – miss one and the project fails
o
Should have – not time critical or have a workaround
Could have – nice to have, can delight the customer
o
Won’t have – would like to have in the future
Put plans in place
to standardise the
process & set
further review
dates
Plan
Act
Evaluate the effect of
implementation; have
actions delivered
expected results?
Investigate the
current situation &
understand fully the
nature of the problem
to be solved
Do
Check
Plan & Do
Develop a future
state. Implement
short term fixes and
long term plans to
eliminate root causes
Minimise the Plan
What Makes a Good Plan?
“Some of our action plans” he said, ” have delivered great results,
and improvements to our top line and our bottom line…and some
have just generated meetings and activities and no results.”
• Include short, medium and long term actions
• Don’t plan to plan
• Be specific
– “Attend ABC conference in November” is far easier to act on
than “Research latest thinking on student fees”
• When you attach the resource tell them and help them
• Make it visual
– Ensure spread workload
– Highlight dependencies and critical path
The more you do in the workshop the less you need to plan
RAG Reports
Action will not meet target. Requires
escalation.
Action will not meet target. Action can be
taken internally to bring back in line.
Action on target.
Visual
Exception reporting
Escalation of issues
Used at all levels of a project
Action Plan
Action
By
When
Why/Benefit
It is essential to: - list all of steps necessary to implement
change
- assign people against tasks
- regularly review progress against action list
RAG
Status
Your Homework
Future State & Implementation Plan
Lets Recap
1. What is a runner, repeater and stranger?
2. What are the two types of Poka Yoke?
3. What ways can you design an aspirational state?
4. What is pain/gain used for?
5. What does MoSCoW stand for?
6. What does RAG stand for?
Useful Websites
• www.cardiff.ac.uk/lean
• www.leanuk.org
• http://www.systemsthinking.co.uk/home.asp
• http://www.bobemiliani.com/
• www.st-andrews.ac.uk/business-improvements
Further Reading
Lean Administration 1: How to
make business processes
transparent by Bodo Wiegand
and Philip Franck
Lean Administration 2: How to
manage office and service
processes by Bodo Wiegand
and Katja Nutz
Breaking Through to Flow:
Banish Fire Fighting and
Produce to Customer Demand
by Ian Glenday
Any Problems
Kate Hales
02920 870445
[email protected]