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1、Total cycle time reduction,A business achieve total customer satissfaction when its workforce,Is trained and empowered to concurrently apply total cycle time reduction tools and qulity improvement tools within cross-functional teams Embraces a continuous improvement process which supports measuremen
2、ts and rewards consistent with change objectives that adjust to customer needs,Total cycle time,Total ycle time is the actual time that passes from the time a customer expresses a need until the customers need is satisfied.,Customer request,Product/service For customer,Total cycle time reduction- a
3、competitive tool,Responsiveness to market and customer needs Reduced cost Improved profits Improved total customer satisfaction Increases asset utilization,Business evolves over time,At first a good process is established Buesiness needs gradually change the process. The changes are not always for t
4、he bettter. Everyone ties to do their best but the process evolves to the current state. Probably few people have looked at the complete process from start to finish.,If we are to improve,we must completely understand what we do and how we do it then we will discover how to do it better.,As Is The p
5、resent level of performance at which a business process or function is operating Should Be A level of performance that a business can achieve using current resources Could Be A level of performance that cant be achieved through the strategic addition of new resources Issues Problems,disconnects,and/
6、or opportunities for improvement (missing,unnecessary,or poorly performing steps).,Total cycle time terms,Greast performance improvementachieved with present resources,Could be,Should be,As is,time,9-12 months,With addition resources,With present resource,Business performance,Flow chart Sequential f
7、low of a simple process Relationship map Diagrams how the pieces of a system interrelate within an organization Cross-functional process map Diagrams the specific steps taken to accomplish a task,organized by which function is responsible for the step Includes time required to perform each step,Mapp
8、ing is used to diagnose cycle time problems,Process flow chart,Relationship mapping for any business,Product,Designs/ Services,Finance,Mkt/ Sales,New Product /Service,Suppliers,Mfg./Order Fulfillment,Market Place,Personnel,Capital,Revenues,Budgets,Promotions,Leads,Product/Service Ideas,Orders,Raw Ma
9、terials/ Resources,Human Resources,Product,Technology,Assumptions:basic research complete.model & accessories decided. Approximate $ to spend.car available at dealer.,Drive and arrive at dealer,customer,salesperson,Sales manager,Business manager,Cycle time,Research on new car,Browse Cars,Dicuss car
10、options,Dicuss price,2H 48H,1H 3H,Sales person approaches customer,Pull information on car,As is map purchasing a car,是,Go to manager for a proval,Make an offer,20M 2H,Discuss offer,Discuss counter offer,Reach agreement,Review offer,Present counter offer,vanish,B,A,no,Accept?,yes,As is map purchasin
11、g a car(cont.),customer,salesperson,Sales manager,Business manager,Cycle time,A,Take customer to business manager,yes,no,15M 1H,Accept?,B,Offer accepted,Go to bussiness manageer,Goback to sales,Check out new car,Drive off lot,5M 30M,Meet customer,Fill out forms,Fill out forms,Go back to sales,Total
12、cycle time = 3H40M - 54H 30M,As is map purchasing a car(cont. ),customer,salesperson,Sales manager,Business manager,Cycle time,Get name of dealer.sales person & price from internet,20M 1H,Reseach car info. On internet,10M 20M,Total cycle time = 45M 2h 20m,Recive profile of customer,Go to dealer,Cont
13、rat sales person,Close deal,Recall cust. Profile from system,Leave lot,Complete Paper work,Check out new car,15M 1H,customer,salesperson,Sales manager,Business manager,Cycle time,Should be purchasing a car,Major process cganges takes about 12 month,Team activity,Ongoing involvement of champion/spons
14、or and steering committee,39-52 weeks, Identify the process and plan the project,4 weeks Part-time, “As is” Session,3-5 days, Involve others with map and issues,3-5 weeks Part-time, “Should be” Session,3-5 days, Action item Teams Develop Plans,3-5 weeks Part-time, Detailed Design and implentation,7-
15、10 months,Cross-functional process mapping,1,2,3,4,5,1,2,4,5,“As is” cycle time,“should be” cycle time,Removed waste,Reduce cycle time Eliminate waster Waste is everything other than the absolute minimum resources of material,machines and workforces required to add calue to the product All non-value
16、 added activity is considered waste Increase effectiveness of current activities. Simplify the process Reduce cost Find he causes of errors and eliminate Redefine the process currently being used.,Why cross-functional process mapping,Choose the process to be maped,One of your critical process A process that crosses the organization A process that is in trouble One of the key processes A process to serve as a “Test Bed”,Choose the champion & steering committee,Guide and monitor the activity Remov
