"make problems visible and users happy" by catherine chabiron
DESCRIPTION
A presentation about lean at Faurecia, automotive manufacturingTRANSCRIPT
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Copyright © Institut Lean France 2011
Make problems visible and users happy
Catherine Chabiron – Lean Office Faurecia
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Make users happy
How ?
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The happy end user
• He / she expects (progressive stages) :
1. Accuracy
2. Availability (when and where)
3. Partnership
4. Advice
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Accuracy and availability
First 2 basic stages
accuracy
availability
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Is this situation under control ?
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Is this situation under control ?
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Can you positively answer the following questions ?
• Do we understand the target / mission ?
• Can we separate bad from good ?
• What are the major quality issues ?
• Where are the latest customer claims ?
• Are we late or on time ?
• Etc …
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We had a strong suspicion that :
• If we could capitalize on what we know as best practices
• And implement means to spot any deviation versus those practices
• We could improve accuracy and availability
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Hence the idea to implement work standards
Any idea what those are?
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Proposed definition
– Sequence of tasks
– In a given time
– Based on field observation
– To efficiently manage recurrent tasks and free
time for complex or extra-ordinary issues
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Why work standards ?
– Share and learn from experience (best known sequence)
– To better spot problems :• A problem is a deviation versus a standard
– And enter a continuous improvement process (kaizen)
P
DC
A
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A problem is a deviation versus a standard
Evolution of production unbilled deliveries
0
1000
2000
3000
4000
5000
6000
7000
26.0
301
.04
12.0
503
.06
16.0
623
.06
07.0
713
.07
21.0
727
.07
12.0
818
.08
21.0
827
.08
02.0
908
.09
18.0
928
.09
02.1
014
.10
Evolution of production unbilled deliveries
0
1000
2000
3000
4000
5000
6000
7000
26.0
301
.04
12.0
503
.06
16.0
623
.06
07.0
713
.07
21.0
727
.07
12.0
818
.08
21.0
827
.08
02.0
908
.09
18.0
928
.09
02.1
014
.10
P
DC
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Check and Adjust
• We observe execution of standard :
– Why did not we work at standard ?
– Is the work standard adequately covering the
risk ?
• And we adjust :
– Train to standard
– Improve the standardP
DC
A
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Right, but which standards ?
• Plant work standards ?
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• ITIL tells you what to do
• but does not explain
how
ITIL standards ?
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Need to come back to work standard definition
– Sequence of tasks
– In a given time
– Based on field observation
– To efficiently manage recurrent tasks and free
time for complex or extra-ordinary issues
Spot recurrent tasks
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IT recurrent tasks impacting accuracy and availability
• Projects
– Roll-outs
– Code
• Operations
– Changes to production environment
– Monitoring and alerts
• Support
– Helpdesks, call centers
– Support chains
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So how do we start ?
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First attempt with FMEA (critical systems)
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First attempt with FMEA (critical systems)
Not bad but painful approach
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So we went back to Gemba !
• A work standard is based on field observation :
Get key IT actors on board to spot causes of an IT outage that just occurred
Stop the line to spot causes of a defect at assembly
Observe a software rollout Observe a product launch
ITPlant
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We started with projects
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We observed project wastes
• Buy more than the need
• Buy redundant solutions
• Loose track of the initial need
• Forget to involve users who will use the tool
• Develop unused functionalities
• Develop and go (support ? maintenance ?)
• ….
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And started collecting what we knew
Principle :
• 7 risk areas
• 5 Gate Reviews
• Asking questions on the risk
mitigation rather than proposing
ready-made solutions to address
them
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We added some features
Critical
questions Corrective action
plan if answer is
no
Questions on risks,
rather than ready-made solutions
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And used every single incident to improve the standard
Add outage
communication
system for users (2011)
Reformulate support chain
(2009)Reformulate
support (2010)
Order bar
code readers
in time (GR2b)
Wait for
architecture design to order hardware
(GR2a)
Master
unscheduled jobs
(GR3)
Monitor physical move of
equipment, servers
… (GR2b)
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Problems are now visible
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Efficient ?
• 75 % of projects on time (64 % in Jan 2008, est < 50 % before 2007)
• 100 % of projects severely off track had not followed the approach
• 11 800 users rolled out on SAP in 4 years as per plan
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We also worked on support and operations
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Confirm causes = 10 WD
Learn from IT incidents with
QRCI
Describe, measure and
protect user = 24 h
Correct, learn and share
= 60 WD
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Analyse deviation vs standard
But standard itself was not
clear enough
In this
example, standard not
complied with
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Create or correct
standard
Hence the
Lessons
Learned Sheet :
• Clear Before /
After
• Share it
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Examples of results brought by work standards
Global tickets backlog per user
0,100
0,120
0,140
0,160
0,180
0,200
0,220
0,240
0,260
jan
10 mar
may ju
l
sep
nov
Jan
11
mar
mai ju
l
sep
nov
Data Quality PSS plants
6 8
15 15
4 2
87
0 0
54
8 8 8 816 20
3 3 3 33 2
0
5
10
15
20
25
30
2011-M01 2011-M02 2011-M03 2011-M04 2011-M05 2011-M06
nb of plants not
analyzed
Nb of plants with no
incidents
Nb pf plants with level
1 to 2 issues
nb of plants with level
3 issues
NRFT
0,0%
10,0%
20,0%
30,0%
40,0%
50,0%
60,0%
70,0%
J 2011 F M A M J
NRFT
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Partnership and Advice
Ultimate stages of user satisfaction
accuracy
availability
partnership
advice
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Supply chain : rollout a process rather than a tool
2.4 plant / month vs 0.4
Plants rolled out :
- 2 days of stock
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Reduce investment decision lead time by 60%
60 days
Technical validation Budget approval
20 days
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Help collect best practices on cross border flows
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Or on customer self billing
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Conclusion
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What we have implemented
reaction
prevention
Continuous improvement Process breakthrough
FMEA
PMS
Line QRCI
Plant QRCI
Work standardsFCP
Management
control, visual management
A3
Alert
systems
P
DC
A
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Why ?
• Each of us needs to manage :
– Daily operations
– AND
– Continuous improvement
Firefighter
Manage standards
Time for complex issues
Invest in kaizen
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Traps and difficulties
• Difficulties :
– Convince management to develop their own
standards
• Traps :
– Design standards away from where things
happen
– Never change standards