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Running a lean workshop

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  • #49012

    sharon kenzie
    Member

    Hello there – could someone tell me step by step how to run a lean workshop in a call center to identify key problems/issues for lean projects? what should be covered and which tools used?
    Also would 1-2-1 observation with call centre agents and questionnaires be viable in identifying these issues? any thoughts or best practice very welcome
    thanks
     

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    #166654

    SiggySig
    Member

    Get a copy of GE Workout (Ulrich, Kerr, Ashkenas) for a good guide to run pretty much any kind of Lean Event/Workout you’d like. IMHO, you will need to tailor this (or any such information) to your specific environment, leadership, business problems, etc. You will be far more successful doing this vs. applying someone else’s call center lean event. If it were me, I’d run a Value Stream Exercise to document the key processes and identify non value-added activities. Or take a CT flow-down approach and break out the key levers that drive your firm to meet (or fail to meet) customer requirements.One to one interviews can also be effective in gathering data to feed such an exercise, but I have found it more effective to do project identification in groups.Good luck – let us know how it goes.

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    #167055

    Mark G.
    Participant

    When running a lean workshop event in the office, I would typically start by value stream mapping the process (both current and future state).  One lesson that I have learned is to try and have the participants of the event collect as much information or data before the event starts.  This will allow the team to look at data instead of opinions when you are trying to look at processing time, turnbacks, etc.  Once you have defined the current state map, then having a clear definintion of your customer’s expectations will provide a foundation when developing the future state.  We have found surveys, interviews, and any type of customer feedback works well when developing the definition of value.  Some of the LEAN tools and techniques that we have used outside of the manufacturing environment are Visual Controls, Standard Work, Flow of information, Information setup reduction, and process mapping. 

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    #167056

    AlexanderSO
    Participant

    Hi, usually star with a practical exercise (simulation type) applying Lean methodology, this exercise is very helpfull to achieve a relaxed enviroment and motivate the audience, and then star building the Value Stream Map giving the people the opportunity to explain the activities performed by them to rest of the group, and once the VSM is completed with the time line and value zones identified, as a group point the opportunity areas.

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    #167091

    NatalieM
    Participant

    I am interested in finding out more about the information setup reduction tool. I’ve had training in changeover reduction (SMED). Is it similar?

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    #167095

    Brandon
    Participant

    Natalie, for this topic you may want to visit http://www.lean.org. The subject matter may be covered better there.

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