Operational Excellence
Combination of Customer Focus, Scientific Approach, and Teamwork.
What is Operational Excellence?
The work we do. A series of disciplined actions leading to a specific result
What is a Process?
The three process demons.
What are Delays, Defects and Deviation?
Transportation, Inventory, Motion, Overprocessing, Overproduction, Defects, You
What are the Components of Waste?
Customer Experience, Efficiency, Quality (Effectiveness) and Financial Returns.
What are Dimensions for Measuring Value?
Having a common understanding of the organization’s vision and values, working together to eliminate waste and inefficiencies from their work processes, improving and designing processes to meet our customers needs.
What is Teamwork?
Provided by the suppliers to the process.
What are Inputs?
When an input to a process is incomplete or has an error (defects) and must be returned to the supplier.
What is a Rework?
Address listed on the loan is not where the funds are being used and must be corrected.
What is a Defect?
Creating a streamline flow and eliminate non-value added steps.
What is Efficiency?
Process Excellence focus is maximizing value for our __________?
What are Customers?
Mechanism to communicate the quality of the output of the process.
What is a Feedback Loop?
Non-standard processes and exceptions to processes is process ____________.
What is Deviation?
Anywhere work is being done, ______ is being generated.
What is Waste?
NPS, Customer Satisfaction, Employee Satisfaction and Employee Engagement
What are Customer Experience Metrics?
Those within the organization that receive the output of your work.
What are Internal Customers?
Customer requirements are used to create _______________ processes?
What are Value Added?
Caused by bottlenecks in the process?
What are Delays?
Those process steps that take time, resources, or space, but do not add to the value of the product or service itself.
What are Non-Value Added steps?
Productivity Ratios/FTE, Cycle Time and Processing Time
What are Efficiency Metrics?
Driving business decisions using facts and data is an example of applying a __________________?
What is a Scientific Approach?
An effective and efficient process that delivers value to the customer without delays and errors.
What is an Ideal Process?
A process flow diagram that displays metrics, shows rework loops (defects), bottlenecks (delays), and variations (deviation).
What is a Value Stream Map?
Communications, reports, emails, that contain more than the necessary points.
What is Overprocessing?
Eliminating errors (defects) and reducing variation.
What is Effectiveness?