Page 401 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Design and Improvement of Service Processes—Process Management 361

Inventory
Forecast centers Forecast
Suppliers Customer
Orders MRP
Customer Daily
service order
Manual
entry of
orders
Daily
MPS shipments
and backlog
Shipping
I

Sequence VCD Coolant RLS Manual Station D Test Packaging Pump

Figure 10.12 Value Stream Map of a Company

the management thinks that the flows are simple and straightforward. The second
map, Fig. 10.13, shows how information really flows. It’s a lot more complicated.
Many process steps add no values, and they actually impede the production
process. Also there are huge amounts of hidden information transactions in the
process that add no value to a business from a customer’s perspective.

Inventory
Forecast control Forecast
Suppliers Orders MRP Customers
Customer
service
Manual Daily
entry of order
Scheduling orders
Daily
shipments
MPS & receiving
Shipping
Work
order
pubs
I

Sequence VCD Coolant RLS Manual Station D Test Packaging Pump

Figure 10.13 Actual Value Stream Map of the Company