Module 3 Future State

Module 3Future State

Agenda for all 5

Module Description Homework

1 Introduction to Lean Thinking

Project documentation and customer information

2 Current State Analysis Current State Map

3 Future State Future State MapImplementation Plan

4 Sustainable Change Complete A3

5 Lessons Learnt and Final Presentation

Continue implementation and further Lean work

Review of Module 2

You can now:-• Create a current state map

• Understand root cause analysis

• Understand Plan Do Check Act and A3

• Run a mapping workshop

Lets Review Your Homework

Current State Mapping

Agenda

• Things to avoid/build in to your future state

• Brainstorming ideas

• Developing an aspirational state

• Developing future states

• Choosing the right solutions

• Implementation planning and monitoring

You Should…

Be able to:-• Understand how to generate ideas with an

improvement team

• Use various techniques to develop aspirational states

• Develop future state maps that meet customer requirements

• Create basic implementation plans that can be easily monitored

What is Lean?

Plan

Do

Check

Act

Investigate the current situation & understand fully the nature of the problem to be solved

Develop a future state. Implement short term fixes and long term plans to eliminate root causes

Evaluate the effect of implementation; have actions delivered expected results?

Put plans in place to standardise the process & set further review dates

Plan

Do

Check

Act

Investigate the current situation & understand fully the nature of the problem to be solved

Develop a future state. Implement short term fixes and long term plans to eliminate root causes

Evaluate the effect of implementation; have actions delivered expected results?

Put plans in place to standardise the process & set further review dates

A3 – Business School

Do

The Future State

I’ve got my current state now what?

So many issues and suggestions

where do we start?

What must the future have that

the current didn’t?

Runners, Repeaters, Strangers

Runner:Are tasks that occur on a daily basis and are sufficient volume to justify a dedicated processe.g. changes to staff details

Repeater:Are tasks that occur on a regular basis but less frequently than runners and are not part of the day to day activity of the organisatione.g. managing adoption leave

Stranger:Are tasks that occur infrequently and are best dealt with as they occur on an ad hoc basise.g. member of staff arrested

http://www.youtube.com/watch?v=3s2VdtYw-g0&feature=related

Making Work Flow - Batch & Queue/Push

• Producing or processing multiple items and then moving it all (in a batch) to the next stage before they are needed there– Inventory (work in progress) waiting to be worked on– Poor resource allocation– Longer cycle times– Defects may not be identified until a number of batches have

gone a long way through the system• Lower morale as people are always surrounded by piles of

unfinished work! • Takes longer

Batch & Queue – Processing Exam Papers

Example: An exam paper is marked by 3 examiners. At each stage (A,B and C) a paper takes 30 minutes to process. There are 10 papers to mark.

5 hours 5 hours 5 hours

15 + hours

One Piece Flow

• ‘One piece flow’ aka ‘single piece flow’,’ make one, move one’ and continuous flow) involves :– With single piece flow one item at a time is processed and

there is no build up of inventory as work is processed to customer demand (pull).

– Keeps work moving– Work is more varied– Quicker

Single Piece FlowExample: An exam paper is marked by 3 examiners. At each stage (A,B and C) a paper takes 30 minutes to process. There are 10 papers to mark.

The Penny Game

Poka Yoke

• Attention Type– Highlighting that an

error has been made e.g. spell checker

• Shut out Type – Preventing an error

being made e.g. a three pin plug

My nameisMsr Smith

Experts

• Have you got your experts in the right place?• Do decisions get made too late on in the process?• Are errors being picked up at the end?

• Put expertise where needed (early in the process)• Get the expert to send the work down the right path• Put experts where errors can be picked up early and

use the expert to put preventative measures in place

The Future State

Ok so we know what the

problem is what do we do

about it?

http://www.youtube.com/watch?v=qtw33b9TCfU

Brainstorming – The Rules

• No judgment• Going for quantity of ideas• All people are to be involved• Record responses as they are said with no

editing• Can add to comment but not alter or delete• All viewpoints recorded• 3rd Party recorder• Create a limit (time, no of ideas, pages of

flipchart etc)

Some Suggestions…• Drop the barometer from the top of the building and time its descent.

Calculate the height based on the acceleration of gravity.

• Tie the barometer to the end of a piece of string. Lower the barometer

over the building and measure the length of the string.• Counting the number of steps taken whilst carrying the barometer up the

stairs to the roof and multiplying that by the height of the stair tread.• Walk the barometer up the side of the building, end to end. Measure the

length of the barometer and calculate the building’s height.• Place the barometer vertically on the ground. Compare the ratio of the

barometer’s height to the length of its shadow and the ratio of the building to the length of its shadow.

• Offer to give the barometer as a gift to the janitor in exchange for information about the height of the building.

• Chuck the barometer at the teacher, then whilst he is knocked out, read the answer sheet.

Lean and Mapping

CURRENTSTATE

IDEALSTATE

FUTURESTATE

FUTURESTATE

FUTURE STATE

Aspirational

• What is it?– Blue sky thinking– No constraints

• Why do it?– Break paradigms– Initial future state is not always visionary– Brilliant ideas

• How do you do it?

One Way to do itIf it was a ship what kind of ship would it be?

http://www.youtube.com/watch?v=cvJ9tacoXuw&feature=player_embedded

Beach and Clean Environment

Cardiff University

Home Office

Once successfully complete English Language course computer is updated and information automatically sent

through to the Home Office

Automated process begins* Bank* Sims

* Transcripts* Police Registration

* Photos* Sponsor Letter

Automated Process

Start Online process* Pop ups at each stage of the process

* Online forms on PDAs $

Bank

The Bank automatically generate data

required

REGIS

REGIS automatically

generate letters etc

ADVIS Reception issue Visa

Split the Cash with

ADVIS

½ Price Visas

Free T-Shirt‘I got my Visa at

Cardiff University’

Deliver the Visa on a silver tray

‘Delighter’

ADVIS Reception Aspirational Map ~ 31st July 2007

Another Way

Another Way

BigSpread

the word

Integration

Calm

Visible

Everyone wants to

come

£££

Students reach the

island

Even water

Good steer Don’t

know that the Centre

is there

Appropriate skills

Support

Modern

Recognised by School

Infrastructure

Engine room

working

Smooth journey

SatisfactionEasy

Clarity

Continuity

PredictableFamilyAchievement

Structured

Enjoyable

Effortless

36

Lean and Mapping

CURRENTSTATE

IDEALSTATE

FUTURESTATE

FUTURESTATE

FUTURE STATE

The Future State Should…

• Be customer focussed– Build the customer feedback into your future state

(Kano)• Remove waste and failure demand

– Build in error proofing• Align process and resource to meet demand

– Consider runners, repeaters and strangers– Manage batch sizes and bottlenecks– Expertise at the front

• Incremental steps as well as step changes

Time

Quality

Waste

Cost

Developing Future States

• Sometimes you can collect good ideas as you progress

• Aim for a solution to every issue• Massive post-its over blocks of issues, collate into

themes• Brainstorm improvements

– In teams– Individually

• Think radically – bring in ideas from the aspirational• Think short term, medium term, long term

Application received in

admissions office (90% electronic)

Office downloads:– transcripts, references, English language qualifications

Make up pack (1 FTE +4 temps)

- application forms and docs

- front sheet (from Registry) completed

by admissions tutor & signed

To complete sheet -check educational institution

(NARIC)- ranking of institution

- English language qualifications- GPA

Recommend – CF/UF/reject

Packs go to tutors in paper form.

Some turn round in 24 hours.

Others up to 2 weeks.

Back to office

Decision logged (SIMS) + offer released (to

REGIS) Application

shredded (10k)

Up to 5 working days

to REGIS making offer to

student

If UF: Accept or reject offer

If CF: Wait for results or pre-

sessional engl etc)Cut off around July

Once accepted, get CAS letter –

unique number to apply for VISA - can’t then apply anywhere else

Enrolment online – from 3 weeks prior to

start date

Fee payment (1 or 3

instalments) (FINCE)

DMS 1813CARBSPostgraduate Admissions Process

Enrolment week

Week long induction- formal welcomeCourse based induction-Course social

Collect id cards

Before

After

Choosing the Right Improvement Suggestions

• Need to reach a consensus• Make sure that the change is in the customer’s

best interest, not the process operator’s• Try things out!

– Plan Do Check Act – means that even when something doesn’t work, you’ve still LEARNED

• Can’t do everything at once so prioritise– Short, Medium and Long Term implementation

Pain Gain Chart

Implement ASAP

Implement

Put plans in place for long term

implementation

Not for now

PHARM PGT - Future StateEnquirer Applicant Student Other

1. Good web presence

2. Timely response to enquiries

5. Review the look of the website (modernise)

4. Analysis of customer experience

3. Library of resources for all to

access

6. Gather information on enquiries

7. All required information on one

application form

8. Student responsible for the submission of all

paperwork

10. Ask Registry for an update on

information for English language requirements and

degree equivalents

14. Investigate the possible use of an

electronic signature for Head of School

approval

13. Review of rejection codes to

ensure that they are fit for purpose

20. Set up a central Cardiff University

account for payment by Saudi Arabian

students and arrange transfer of funds to

Germany

12. Clarification of MIPHE

administration and roles from Cardiff /

Germany

11. Amend acceptance form with

admissions requirements for

each course

9. Scanner for supplementary

application forms

17. Students to set up transfer of Cardiff e-mails to personal

accounts: add guidelines to the

student handbook

16. Transparency of dates and deadlines for all courses (flow

diagram)

15. Check SIMS online applications at

least once a week

18. Different letter needed for MIPHE

payment

19. Only send standard thank you

latter to paper applications

21. Finance to invoice students early

and let us know if there are problems before the Board of

Examiners

22. Ability to overwrite student module selection

23. Investigate reasons for large

dropout for MIPHE course

24. Clarify with Registry that all of our students are distance

learning / part-time

25. Contact Jill Bedford in Registry to deal with the various issues discussed to include: What is the

process from the Board of Examiners to

graduation; why the different dates for

undergraduate and postgraduate taught – can the deadline be

changed; clarity of the information to Registry and how they use the

information.

26. Speak to INSRV regarding the rollover

of Blackboard and consistency of

access, with a log of figures where appropriate

27. Better understanding of process regarding

Blackboard modules (Bernadette / Robert)

28. Training to investigate capability

of Blackboard for student feedback (bespoke course)

29. Use of coffee / tea machine and

order milk cartons and biscuits from the catalogue for use on

weekend courses

30. IT support for weekend schools

31. Review Cardiff University expenses

policy and procedures

32. Use of Bristol Online Surveys

(BOS) for course evaluations (bespoke training session to be

organised)

33. Speak to the Chair of the Learning

and Teaching Committee regarding Postgraduate Taught

issues

34. Clarification of roles for IT support

(hardware vs. software)

35. Submission of multiple choice

questionnaires via Blackboard; review

the way that coursework is

submitted

36. Interpretation of Turnitin reports by

Course Administrators

(discussion / training)

37. Discussion regarding

moderation / double marking. Markers to

input marks onto spreadsheet

38. Speak to Tony Caffel regarding

CLAWS procedures for spreadsheets and

SIMS

39. Input into SONMS discussion

regarding moderation / 2

degree marking (Away Day)

40. Mapping retrospective and

prospective mitigating

circumstances / interruption of studies

and electronic records of these

41. SIMS allows module mark only

with no breakdown; can this be changed?

42. Use headed notepaper for

Blackboard results in a locked PDF file

43. Calculate cost per student per

course (financial cost and hours of time)

44. Request for monthly financial

reports per course

45. Need for somebody to

undertake financial modelling

46. Know when letters are sent to

students from Registry

47. Dummy student account for checking

Blackboard

48. Opportunities for bespoke / group

training (for example INSRV / REGIS)

49. Consider the use of other resources for

example UniStaff.

PHARM PGT - Priorities

741

1213

20 48

18 15

21

22

45 35433426

463

27

30

33

3237 36

48

1023

44

31

4740

6

38 25

17 9 2 194214111624

29 15 28 4939

Easy to implementHard to implement

Low benefit

High benefit

Key

EnquirerApplicantStudentOther

PHARM PGT - PrioritiesEnquirer Applicant Student Other

1. Good web presence

2. Timely response to enquiries

5. Review the look of the website (modernise)

4. Analysis of customer experience

3. Library of resources for all to

access

6. Gather information on

enquiries

7. All required information on one

application form

8. Student responsible for the submission of all

paperwork

10. Ask Registry for an update on

information for English language requirements and

degree equivalents

14. Investigate the possible use of an

electronic signature for Head of School

approval

13. Review of rejection codes to

ensure that they are fit for purpose

20. Set up a central Cardiff University

account for payment by Saudi Arabian

students and arrange transfer of funds to

Germany

12. Clarification of MIPHE

administration and roles from Cardiff /

Germany

11. Amend acceptance form with

admissions requirements for

each course

9. Scanner for supplementary

application forms

17. Students to set up transfer of Cardiff e-mails to personal

accounts: add guidelines to the

student handbook

16. Transparency of dates and deadlines for all courses (flow

diagram)

15. Check SIMS online applications at

least once a week

18. Different letter needed for MIPHE

payment

19. Only send standard thank you

latter to paper applications

21. Finance to invoice students early

and let us know if there are problems before the Board of

Examiners

22. Ability to overwrite student module selection

23. Investigate reasons for large

dropout for MIPHE course

24. Clarify with Registry that all of our students are distance

learning / part-time

25. Contact Jill Bedford in Registry to deal with the various issues discussed to include: What is the

process from the Board of Examiners to

graduation; why the different dates for

undergraduate and postgraduate taught – can the deadline be

changed; clarity of the information to Registry and how they use the

information.

26. Speak to INSRV regarding the rollover

of Blackboard and consistency of

access, with a log of figures where appropriate

27. Better understanding of process regarding

Blackboard modules (Bernadette / Robert)

28. Training to investigate capability

of Blackboard for student feedback (bespoke course)

29. Use of coffee / tea machine and order milk cartons and biscuits from the

catalogue for use on weekend courses

30. IT support for weekend schools

31. Review Cardiff University expenses

policy and procedures

32. Use of Bristol Online Surveys

(BOS) for course evaluations (bespoke training session to be

organised)

33. Speak to the Chair of the Learning

and Teaching Committee regarding Postgraduate Taught

issues

34. Clarification of roles for IT support

(hardware vs. software)

35. Submission of multiple choice

questionnaires via Blackboard; review

the way that coursework is

submitted

36. Interpretation of Turnitin reports by

Course Administrators

(discussion / training)

37. Discussion regarding

moderation / double marking. Markers to

input marks onto spreadsheet

38. Speak to Tony Caffel regarding

CLAWS procedures for spreadsheets and

SIMS

39. Input into SONMS discussion

regarding moderation / 2 degree marking

(Away Day)

40. Mapping retrospective and

prospective mitigating

circumstances / interruption of studies

and electronic records of these

41. SIMS allows module mark only

with no breakdown; can this be changed?

42. Use headed notepaper for

Blackboard results in a locked PDF file

43. Calculate cost per student per

course (financial cost and hours of time)

44. Request for monthly financial

reports per course

45. Need for somebody to

undertake financial modelling

46. Know when letters are sent to

students from Registry

47. Dummy student account for checking

Blackboard

48. Opportunities for bespoke / group

training (for example INSRV / REGIS)

49. Consider the use of other resources for

example UniStaff.

MoSCoW

• Words not Numbers• Understand the importance the customer places on each

requirement• Good if you have a tight timescale

Must have – miss one and the project failso Should have – not time critical or have a workaround Could have – nice to have, can delight the customer o Won’t have – would like to have in the future

Plan

Do

Check

Act

Investigate the current situation & understand fully the nature of the problem to be solved

Develop a future state. Implement short term fixes and long term plans to eliminate root causes

Evaluate the effect of implementation; have actions delivered expected results?

Put plans in place to standardise the process & set further review dates

Plan & Do

Minimise the Plan

Do

Action Plan

What Makes a Good Plan?

• Include short, medium and long term actions• Don’t plan to plan• Be specific

– “Attend ABC conference in November” is far easier to act on than “Research latest thinking on student fees”

• When you attach the resource tell them and help them• Make it visual

– Ensure spread workload– Highlight dependencies and critical path

“Some of our action plans” he said, ” have delivered great results, and improvements to our top line and our bottom line…and some

have just generated meetings and activities and no results.”

The more you do in the workshop the less you need to plan

RAG Reports

Action will not meet target. Requires escalation.

Action will not meet target. Action can be taken internally to bring back in line.

Action on target.

VisualException reportingEscalation of issuesUsed at all levels of a project

Action Plan

Action By When Why/Benefit RAG Status

It is essential to: - list all of steps necessary to implement change - assign people against tasks - regularly review progress against action list

Your Homework

Future State & Implementation Plan

Lets Recap

1. What is a runner, repeater and stranger?

2. What are the two types of Poka Yoke?

3. What ways can you design an aspirational state?

4. What is pain/gain used for?

5. What does MoSCoW stand for?

6. What does RAG stand for?

Useful Websites

• www.cardiff.ac.uk/lean

• www.leanuk.org

• http://www.systemsthinking.co.uk/home.asp

• http://www.bobemiliani.com/

• www.st-andrews.ac.uk/business-improvements

Further Reading

Breaking Through to Flow: Banish Fire Fighting and Produce to Customer Demand by Ian Glenday

Lean Administration 1: How to make business processes transparent by Bodo Wiegand and Philip Franck

Lean Administration 2: How to manage office and service processes by Bodo Wiegand and Katja Nutz

Any Problems

Kate Hales02920 870445

[email protected]