lean design for services
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What we will cover
• Lean and Design
• Design for Lean Services
• Getting Started
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Lean and Design
• Lean programs usually start with focus on continuous improvement of existing processes
• Emphasis is on identifying quick wins resulting from simple solutions to simple problems
– Removing bottlenecks
– Reducing defects
• Rarely in early phases of deployment is Design for Lean considered
• As programs mature, leaders at all levels should look for opportunities to “start with a blank sheet,” especially for new processes or ones being considered for major redesign including IT investment
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When to Design for Lean?
• When a new service is required - for example supporting a new statute
• When major investments - such as IT enablement are planned and process should be redesigned prior to development
• When an existing process is no longer capable even with some improvement to meet changing requirements
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Lean Manufacturing and Design
• Lean focuses on customer value
• Lean requires building in concepts of 5S and Continuous Flow
• Lean requires screening out sources of input and process variation that could cause defects
• Lean requires respecting people, hearing their ideas and concerns
Value
Value Stream
Flow
Pull
PerfectionLean Principles
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Current Thinking on Lean and Design
• Design Thinking
• Lean Start Up
• Agile Development
Source: Xavior Miller
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Lessons from Design Thinking
• Empathize – observe and achieve understanding of customer needs
• Define – the opportunity
• Ideate –to many approaches to satisfy need
• Prototype – select alternatives
• Test – alternatives for ability to meet needs
• Iterate as requiredDesign Thinking
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Lessons from Lean Startup
• Hypothesis – Next big idea
• UVP – unique value proposition
• MVP – Minimum viable Product
• Refine – Product
• Execute – Build the business
Lean Startup
Source: Eric Ries, The Lean Startup
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Lessons from Agile Development
• Plan – work pulling from product backlog
• Design, Build, Test – code based on requirements
• Review – with product owner
• Do it again - work in sprints to continuously increment value
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Distilling Essentials of Lean Design
Focused on customer value
Open to new ideas
Keeping things simple
Moving fast
Frequently iterating
Design Thinking
Value
Value Stream
Flow
Pull
PerfectionLean PrinciplesPlan
DoCheck
Act
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Design For Lean Services
Observe & Empathize
Understand Value Needed
Consider Delivery Options
Design for Lean Operation
Test & Learn
Revise & Release
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Lean Design for the Public Sector:
Private Public
Market Customers Citizens
Demand generated by Marketing & Sales Statute and Customer Need
Process triggered by Customer request Citizen request
Process completed when Customer pays Citizen receives approval, license, etc.
Competitive pressures Customer can switch to another service provider Citizens and businesses can choose to move
Measures of success Customer Satisfaction, Revenue Growth, Profitability Citizen Satisfaction, Compliance with Statutes, Within Budget
Penalties for poor performance May require remuneration for missed service levels Citizen and business complaints
The citizen is your customer, work out from their need.Observe how they engage through your process.Make things simple for them.
I CITIZENS
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Design For Lean Services
Observe & Empathize
Understand Value
Needed
Consider Delivery Options
Design for Lean
Operation
Test & Learn
Revise & Release
• Observe & Empathize– Watch how, when and where customers
engage, noting unmet needs or opportunities to provide new value.
Tools:GembaCustomer InterviewEthnographic AnalysisVoice of the CustomerJourney Mapping
©2016 Globe North, LLC All rights reserved
Design For Lean Services
Observe & Empathize
Understand Value
Needed
Consider Delivery Options
Design for Lean
Operation
Test & Learn
Revise & Release
• Understand Value Needed– Determine what customer most need and
how they would like to have that need met.
Tools:Voice of the CustomerEthnographic AnalysisJourney MappingCustomer Insight Workshop
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Design For Lean Services
Observe & Empathize
Understand Value
Needed
Consider Delivery Options
Design for Lean
Operation
Test & Learn
Revise & Release
• Consider Delivery Options– Diverge, generating many new ideas,
opening aperture to include completely new approaches to deliver value.
Tools:Ideation workshopBrainstorming TechniquesCustomer Dreaming Session
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Design For Lean Services
Observe & Empathize
Understand Value
Needed
Consider Delivery Options
Design for Lean
Operation
Test & Learn
Revise & Release
• Design for Lean Operation– Converge, selecting simplest way to deliver
value, including only what is needed, optimizing input & process elements to reduce potential for defects & ensure continuous flow.
Tools:Value Stream MappingError ProofingDemand Smoothing
©2016 Globe North, LLC All rights reserved
Design For Lean Services
Observe & Empathize
Understand Value
Needed
Consider Delivery Options
Design for Lean
Operation
Test & Learn
Revise & Release
• Test & Learn– Engage customers directly through
prototyping, assessing fit for purpose.
Tools:Process SimulationPilotingCustomer market-testing
©2016 Globe North, LLC All rights reserved
Design For Lean Services
Observe & Empathize
Understand Value
Needed
Consider Delivery Options
Design for Lean
Operation
Test & Learn
Revise & Release
• Revise & Release– Address insights gleaned from
testing, improving fit for purpose, then implement new service.
Tools:Value Stream Mapping30-60-90 Day PlanCommunication Plan
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To get started…
• Start with a blank sheet
• Focus on your customers
• Work out from need
• Add only that which adds value
• Leave out the rest
• Try that
Summary
Lean concepts are key to design methods
Lean design is a continuous, fast and iterative process of rethinking work
Design For Lean Services derives simplest path to providing customer value
To get started, start with a blank sheet and focus on your customers…
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