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The following schools had at least one person from their team score 100% on their quiz! Bruce Randolph Montbello John F. Kennedy Denver School of the Arts. SBOE CI Session 2 – CI Tools. Presented by the DPS Continuous Improvement Team. Introductions. Veronica Bradsby Kathryn McIver

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The following schools had at least one person from

their team score 100% on their quiz!

Bruce Randolph

Montbello

John F. Kennedy

Denver School of the Arts


Sboe ci session 2 ci tools

SBOE CI Session 2 – CI Tools

Presented by the DPS Continuous Improvement Team


Introductions
Introductions

  • Veronica Bradsby

  • Kathryn McIver

  • Joy Peak

  • Katie Wolters


Goals
Goals

  • After tonight’s session you will be able to:

    • Name the 8 Types of Waste

    • Name the 5 steps of 5S

    • Create a Process Map

    • Identify your Customers and be able to research their requirements


Roles
Roles

  • CI Mentors

    • Share expertise of CI tools

    • Act as neutral facilitators

    • Keep teams on track to achieve goals

  • School Teams

    • Participate and ask questions

    • Work toward project goals


Today s agenda
Today’s Agenda

  • Introduction

  • Review of S.M.A.R.T. goal writing

  • Review of Scoping Documents/Charters

  • Lean Basics – 8 Wastes and 5S

  • Process Mapping

  • Working with Customers

  • Wrap up and Next Steps


Please
Please…

  • Use for note-taking if you wish, but refrain from other technological tasks during our time together

  • Silence cell phones

  • Assume positive intent

  • Ask questions! (If you’re wondering, others are as well)


A review
A review…

  • S.M.A.R.T. goals are important.


Goal s of the project
Goal(s) of the Project

  • Specific– The project scope needs to be accurate and leave no doubt as to what the project will achieve.

  • Measurable– How will you know when the project is complete?

  • Attainable & Actionable– Make the project as small as possible. Remember eating the elephant. It is far easier to manage a few smaller projects than one big one. A good goal statement will include an action word.

  • Realistic– Make the project easy to deliver, if it is over complicated then it is likely to hit problems.

  • Timely– Does the project have to be complete by a certain date? If so put it in the scope that the project has to be complete by that date.


Goal s of the project1
Goal(s) of the Project

  • Our goal is to decrease the number of unsatisfied delivery customers per quarter at the Elm St. location of Mr. Pizza by 30%, from 10 to 7 per month, as measured by the number of in-person, telephone, or electronically submitted complaints by the end of December, 2013.


Expected benefits
Expected Benefits

  • Summarize the benefits you expect to achieve as a result of completing your project.

  • How will you measure success?


Expected benefits1
Expected Benefits

  • By completing this project we anticipate increased customer satisfaction as evidenced by decreased complaints and increased numbers of delivery orders at the Elm St. location or Mr. Pizza.


Your turn
Your Turn

  • Choose a spokesperson

  • Spokesperson will have 1 minute to share their school’s goal with another school at their table.

  • The other school will have 3 minutes to determine whether the goal meets the SMART criteria.


Share out
Share Out

  • Would anyone like to share their goal statement? Did you have a SMART goal, or are you planning on making changes?


8 types of waste
8 Types of Waste

  • Waiting

  • Overproduction

  • Rework

  • Motion

  • Processing

  • Inventory

  • Intellect

  • Transportation


Waiting
Waiting

  • Waiting for…

    • Information

    • Materials

    • People

    • Supplies

    • ???


Overproduction
Overproduction

  • Printing too many copies


Rework
Rework

  • Correcting errors

  • Duplicating efforts

  • ???


Motion
Motion

  • Searching for information

  • Searching for materials or supplies


Processing
Processing

  • Performing unnecessary steps in a task

  • Editing a document beyond what could have been published


Inventory
Inventory

  • Email or other inboxes


Intellect
Intellect

  • Individuals are not empowered


Transportation
Transportation

  • Moving materials or people from one location to another



5S remove them…

  • Why implement 5S?

    • Better Organization

    • Better Time Management

    • Better Performance

    • Better Long-Term Job Skills

    • Better Long-Term Life Skills


The 5 s s
The 5 S’s remove them…

  • Sort

  • Set in Order

  • Shine

  • Standardize

  • Sustain


A 5s activity
A 5S Activity… remove them…


A job for you
A Job For You remove them…

  • Please look at slide 1 of your handout.

  • Do not start your work until you are asked to do so.

  • Your job: Cross out the numbers 1-49 IN ORDER. Your shift will last 20 seconds.



Did you notice remove them…Did you notice any supplies (numbers) you did not need?y supplies (numbers) you did not need?

How did it go?

Did you notice any supplies (numbers) you did not need?


Sort remove them…

  • Imagine a Sort has been performed.

  • All unnecessary numbers have been ‘red-tagged’ and removed from your work area.

  • Now, look at slide 2.

  • Your job: Cross out the numbers 1-49 IN ORDER. Your shift will last 20 seconds.



Did you notice remove them…Did you notice any supplies (numbers) you did not need?y supplies (numbers) you did not need?

How did it go?

Did you encounter difficulties?

Was anything easier than before?


Set in order
Set in Order remove them…

  • Now, we’ve performed the Set in Order step of 5S.

  • Look at Slide 3 of your handout…

  • Once again, your job: Cross out the numbers 1-49 IN ORDER. Your shift will last 20 seconds.



Did you notice remove them…Did you notice any supplies (numbers) you did not need?y supplies (numbers) you did not need?

How did it go?

Did you encounter difficulties?

Was anything easier than before?


Shine
Shine remove them…

  • Now, we’ve performed the Shine step of 5S.

  • Look at Slide 4 of your handout…

  • Once again, your job: Cross out the numbers 1-49 IN ORDER. Your shift will last 20 seconds.



Did you notice remove them…Did you notice any supplies (numbers) you did not need?y supplies (numbers) you did not need?

How did it go?

Did you encounter difficulties?

Was anything easier than before?


Standardize
Standardize remove them…

  • Now, we’ve performed the Standardize step of 5S.

  • Look at Slide 5 of your handout…

  • Once again, your job: Cross out the numbers 1-49 IN ORDER. Your shift will last 20 seconds.



Did you notice remove them…Did you notice any supplies (numbers) you did not need?y supplies (numbers) you did not need?

How did it go?

Did you encounter difficulties?

Was anything easier than before?


Sustain
Sustain remove them…

  • Our organization did not put controls into place to sustain our efforts.

  • There is a problem with our records! Two numbers are missing on slide 6. Can you find them?



Sustain1
Sustain remove them…

  • On slide 7 you can see how easy problems are to spot when you sustain your 5S efforts.

  • Now, can you find the missing numbers?


Moving forward
Moving Forward remove them…

  • How can you apply what you learned during this session to your CI Project?

  • Can you think of a way to apply these concepts in your own lives away from your CI project?


Process mapping

Process Mapping remove them…


Process mapping1
Process Mapping remove them…

  • Visual documentation of processes and decision points

  • Determine bottlenecks

  • Identity waste

Decision Point

Process Step


Process mapping joey s
Process Mapping – Joey’s remove them…

Take pizza order

Complete order form

Prep toppings

Roll out dough

Make pizza

Bake pizza

Delivery?

Build pizza box

Deliver pizza

yes

no

Serve pizza


Pizza making activity
Pizza Making Activity remove them…

Map out how to make a pizza


Example solution
Example Solution remove them…

Review order

Prep toppings

Toss pizza dough

Spread sauce

Sprinkle cheese

Add toppings

Sprinkle cheese

Extra cheese?

Bake pizza

Prep box

Put pizza in box

To Go?

Ring “order ready” bell


Review order remove them…

Prep toppings

Toss pizza dough

Spread sauce

Sprinkle cheese

Add toppings

Sprinkle cheese

Extra cheese?

Bake pizza

Prep box

Put pizza in box

To Go?

Ring “order ready” bell


Voice of the customer

Voice of the Customer remove them…


Voice of the customer1
Voice of the Customer remove them…

  • What is a customer?

  • What is the difference between internal and external customers?


What is a customer
What is a Customer? remove them…

  • The ultimate customer is the person that is going to receive the final process, goods, or product.

  • Internal customers are people who are either before or after specific steps in the process.

    • An example of an internal customer is teacher leadership board or student council.


Why does the customer matter
Why Does the Customer Matter? remove them…

  • Your customer is ultimately the person your process is geared towards.

  • The customer can tell you what they need and want.

  • The customer can tell you what they don’t want.


Who are your customers
Who Are Your Customers? remove them…

  • Tell us who your internal customers are?

  • Who are your ultimate customers?

  • Can they be the same people?


Stakeholder map
Stakeholder Map remove them…

  • Stakeholder Map helps identify everyone involved in a process.

  • Stakeholder Map exercise: fill out your own!


What should you be asking
What Should You Be Asking? remove them…

  • What do your customers think of the current condition in the school (is student morale a problem?).

  • What do your students think is the reason for that?

  • What do they want to see to fix this?

  • What things didn’t work?


How do you get the voice
How Do You Get The Voice? remove them…

  • Surveys: paper and pencil, Survey Monkey, clicker polling, what else?

  • Interviews: Informal and formal, but need to be focused on the subject (not Christina’s hair)

  • Focus Groups

  • Customer Complaints


Choosing your method
Choosing Your Method remove them…

  • Consider who your customer is.

  • How many voices do you need?

  • What types of questions are you asking?


You tell me
You Tell Me remove them…

  • Who are you going to use to get Voice of the Customer for your project?

  • What methods are you going to use to collect this info?


Randomization
Randomization remove them…

  • Why should we randomize?

  • Assignment of identifiers for randomization


How to randomize
How to Randomize remove them…

  • Select your sample size.

  • Determine an assignment method.

    • Student numbers

    • Seat numbers in classrooms

  • What else?


Option 1
Option 1 remove them…

  • Online: www.random.org


Option 2
Option 2 remove them…

  • Randomize in Excel


Randomization exercise
Randomization Exercise remove them…


Mr pizza complaints
Mr. Pizza Complaints remove them…

  • Clicker voting Voice of the Customer collection:

  • Pizza was cold.

  • Pizza wasn’t what I ordered.

  • Delivery wasn’t on time.

  • Pizza too expensive.


Voc pop quiz
VOC Pop Quiz remove them…

  • Who are customers?

  • What kinds of questions should we be asking?

  • Why do we need to randomize who we are asking?


What do we do with t he voc
What Do We Do With remove them…The VOC

  • Customer identification (from your stakeholder analysis) is the first step in the next Lean tool.

  • What your customer tells you helps guide the focus of your future state process.

    • Save this information for the brainstorming solutions part of your project.


Sipoc r
SIPOC-R remove them…

  • Suppliers

  • Inputs

  • Process

  • Outputs

  • Customers

  • Requirements


Sipoc r format
SIPOC-R Format remove them…

  • Column for each of the categories


Requirements
Requirements remove them…

  • These are the rules or guidelines that are part of the organization:

    • School guidelines

    • School Board

    • Appropriate State Laws


Process
Process remove them…

  • This is going to be a very high level description of the steps.

  • Needed to show the association of where the people meet the process.


Suppliers
Suppliers remove them…

  • Suppliers are people who add things, either information or stuff to your process.

  • Share out: who on your stakeholder map is a supplier?


Inputs outputs
Inputs/Outputs remove them…

  • Inputs are the things that make the process happen. They can be information or stuff (suppliers provide inputs).

  • Outputs are what happens in the process. Some examples might be awareness materials or documented procedures (customers use outputs).


Mr pizza sipoc r
Mr. Pizza SIPOC-R remove them…

  • What things need to be on the Mr. Pizza SIPOC-R?


Questions
Questions remove them…


Homework
Homework remove them…


Goals1
Goals remove them…

  • After tonight’s session you can:

    • Name the 8 Types of Waste

    • Name the 5 steps of 5S

    • Create a Process Map

    • Identify your Customers and be able to research their requirements


Next month
Next Month remove them…

  • Preparing to Manage Change

  • Spaghetti Diagrams

  • 5 Whys

  • Pareto Charts

  • Generating Solutions

  • Solution Selection


Help is available
Help is Available! remove them…


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