Quick Glance Case Study: Lean Methodology for Best Practice

“Over a six-month period, we had experienced a definite increase in new starters, work technician call outs, repairs and costs. In order to address these issues, we completed a Lean review to simplify and re-evaluate the process”

After completing a ChangeWise Lean Practitioner training course, one candidate submitted the following work-place project to gain their qualification to LCS Level 1c.

The Business Challenge

Our organisation had seven teams of work technicians supporting fourteen specialist processing centres. Each technician had varying levels of knowledge and experience on how to operate and maintain the sites. Over a six-month period, we had experienced a definite increase in new starters, work technician call outs, standby, repairs and costs.

In order to address these issues, remove excessive costs and ensure customer satisfaction was not impacted, we completed a Lean review to simplify and re-evaluate the process.

Photo by Matthew Henry on Unsplash

Key people involved from client site

Specialist Technicians representing each processing site and members of the Senior Leadership Team were involved in the Lean review.

Lean Methodology Employed

DMAIC (Define, Measure, Analyse, Improve, Control)

Various Lean methodologies were used including SIPOC, Gemba Walk, Current State Mapping, Seven Wastes, Value Analysis, Cause & Effect Diagram.

Lean Activities and Findings

To outline the high-level process and agree scope, we started our Lean review with a SIPOC. We then completed a Gemba Walk of the process as it was the most effective way to really understand what happens. Information gathered from the Gemba Walk was used to create a Current State Process Map.

Process steps were then characterised using value analysis, this helped us identify some key failure points:

• Lack of site info regarding maintenance
• Lack of spares
• Lack of coordinating site clean with Operations Team

To understand these issues in more detail, we used lean tools and techniques to complete root cause analysis, this identified the following causes of issues:

• Lack of process knowledge between the site teams and specialist technicians (mostly caused by specialist technicians not visiting the site regularly)
• Availability of specific spares resulting in delays to maintenance repairs

Outcomes & Benefits

We used the FMEA method to identify which failures posed the greatest risk to our sites. The biggest process fail identified was the issue of the site not being maintained to a certain specification. This occurred when technicians were not familiar with the site, since certain elements of the routine operation visit could be missed.

It became apparent that the issues with new starters, work technician call outs, standby, repairs and costs were simply caused by a lack of standardisation and best practise. Our future state was easily achievable with simple changes.

Working with the Specialist Technicians, we created Best Practice Guides tailored for each specific site, along with a governance process to ensure guides are kept up to date and practices are followed.

Photo by Joe Caione on Unsplash

In Summary

Lean methodology has helped us to quickly identify, understand root causes and resolve defects in our process without the need for exhaustive analysis or heavy investment. The Best Practice documentation will ensure that Technicians have a better understanding of, and are therefore unlikely to deviate from, the value stream – they have an improved understanding of key objectives and where the value exists. Our future state also ensures we have a process in place for improvement opportunities, with the right people involved in the process.

Interested in looking at how Lean can help you to quickly and easily resolve process issues ? Contact us at info@changewise.co.uk and let’s talk about how we can help.

ChangeWise believes employee engagement is the foundation for successful Change. Training and coaching your people to use simple continuous improvement techniques will enable your organisation to continuously adapt and stay ahead in a constantly changing and challenging environment.

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