Value Stream Mapping for Online Resources
Eric Wagner
October 31, 2010Comments Off
Home › Forums › General Forums › New to Lean Six Sigma › Value Stream Mapping for Online Resources
This topic has 5 voices, contains 9 replies, and was last updated by 
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| October 31, 2010 at 1:35 pm #168423 | |
 Wagner @cornbreadly  Reputation - 0 Rank - Aluminum
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What is the best way to value stream an online resource when it comes to customer service? For example, a customer goes to the website, looks for an answer, doesn’t find it, then finally calls in for assistance. The value stream is pretty shallow there at only 2 process boxes. Should I use the supermarket function there to show upstream work going into the site? Basically, I know that an improved FAQ on our site will reduce call volume. But how do I show that with a value stream? |
| November 1, 2010 at 8:34 am #168424 | |
 Seduraman @maddy10@gmail.com Reputation - 6 Rank - Aluminum
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Hi You can do the VSM at task level rather than doing it at activity level. Then you should be able to show the pain/improvement areas Thanks |
| November 1, 2010 at 5:18 pm #168425 | |
 broderick @CFB Reputation - 0 Rank - Aluminum
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Why do you want to use the tool? Does it help you answer your research question? |
| November 1, 2010 at 8:16 pm #168426 | |
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Wagner @cornbreadly Reputation - 0 Rank - Aluminum
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Could you use an example to explain? |
| November 1, 2010 at 8:19 pm #168427 | |
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Wagner @cornbreadly Reputation - 0 Rank - Aluminum
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The people I need to convince are huge believers in lean six and VSM. I like it too. I just don’t know how state the obvious using these tools. |
| November 1, 2010 at 8:56 pm #168428 | |
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broderick @CFB Reputation - 0 Rank - Aluminum
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With all due respect, you don’t sound like you have a real good handle on what you are trying to do here. Forget the VSM, you don’t need. It is always a good idea to start with articulating what it is you are trying to accomplish – what questions do you want to answer? In this case, it sounds like you want to know which which web-based factors influence call volume. If this is the case, construct your data collection plan to deliver information that will support this analysis. It you don’t need to generate new knowledge about the problem (aka high call volume), choose a simpler skill set (aka A3, Workout, RIE, Benchmarking Study, etc) and execute to it. In this case, you stated you have a solution. So implement it. Wrapping a LSS wrapper around it is just a waste of time and damages your integrity and the integrity of the skill set. Good luck. |
| November 1, 2010 at 11:39 pm #168429 | |
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Wagner @cornbreadly Reputation - 0 Rank - Aluminum
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You’re right. I dont have a good handle on this subject. That is why I posted here in the New to Lean Six Sigma forum. Maybe your advanced skill set would be better served helping other people? My audience likes VSM. Thats why I am here. I am not trying to crash your black belt/ kaizen champion parties. My Issue: Customers do not get what they need from our website. I see that as a call volume driver. So if a customer experiences Problem A, and finds the answer online 20% of the time, calls in to Group 1 and gets the answer %100 of the time. Specifically, how do I show a Future Value Stream Map where they get the answer online 80% of the time? Do I use the Supermarket icon? Where does that go and how is it used? And you have something else you want me to try, please let me know. Help in newb sub-forums is normally offered with links, examples, and not just spouting off random jargon that would take an hour or two of googling to sort out by someone new to the subject matter. |
| November 2, 2010 at 9:34 am #168431 | |
 HopeOverExperience @HopeOverExperience Reputation - 87 Rank - Aluminum
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From what you say the issue with your web site isn’t the need for a better FAQ but for a better web design so they don’t need to go to the FAQ. For me if the customer needs to go to the FAQ then this is also a level of error as the customer doesn’t get what they want straight away. I would get some information on number of people who go to site, number who need to read FAQ and then number who call. Which bits of the FAQ they read and when you get calls what are these are about. This is your base data which will allow you to fix your problems either in the web site or in the FAQ. If they still demand a VSM then you’ll have the customer doing what ever they do, going to the FAQ and then calling and you can show the time each bit takes and how many go down that route. But like the others this isn’t the tool I’d use for this. A standard flow cart with decision points in would be much better you can always add data to this to makt it into a hybrid. |
| November 5, 2010 at 6:18 pm #168447 | |
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broderick @CFB Reputation - 0 Rank - Aluminum
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So you want to use a tool you know nothing about not to solve a problem but to present a solution whose cause you have not yet identified to an audience which contains people who – I assume – might have some impact on your performance assessment. And you are unwilling to take even an hour (your own words) to research other methods that someone has provided to you. As for links, examples. etc – get off your clueless asp and do your own work. |
| February 2, 2012 at 2:47 am #177168 | |
 KK |
Hi All Experts, I am learning Value Stream Mapping and would appreciate your help. Regarding three terms associated with VSM – HOT (Hands On Time), TAT (Turnaround Time) and SP. What is the full form of SP and how is it calculated? Thanks in advance, |
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