Total Service Management

TSM Introduction 1 Version 2.0

 KAIZEN® Definition

KAI Change

ZEN for the better

K A I Z E N = Continous Improvement

TSM Introduction 2 Version 2.0

 Das KAIZEN® - Principles

Go to Gemba Office, workplace, server room

Check Gembutsu Equipment, Material, Failures etc.

Search for MUDA Waste and Losses

Make KAIZEN® Continous Improvement

TSM Introduction 3 Version 2.0

 Why Total Service Management?

Why do customers complain?

%
C
U
S
T - Dimensional errors
O 70% - Functional errors
M
- Wrong date - Surface defects?
E
R - Wrong place
C
O - Wrong part 30%
M - Miscommunication
P - Billing errors
L
A - Poor service in general
I
N
T

Service Quality Product Quality

Source: DGQ, ASQC

TSM Introduction 4 Version 2.0

 Orientation

Quality Zero defects

Process Zero waste

People Total involvement

Customer Internal and external

satisfaction

Implementation Approach Just Do It!

TSM Introduction 5 Version 2.0

 Targets

Reduce / Eliminate - Standards- SoPs, Chk Lists

Q mistakes / through - Customer satisfaction – Up !
Quality errors - Process control

- No Hand Offs
S Shorten the
turn-around times
through - De-bottlenec
Speed - Service Level Agreements

- Eliminate Mudas = Productivity Up

P Decrease costs through - Better use of space
Profitability - Lower office material costs

F Eliminate
Hand Offs
through
- Trained Competent Satff
- Mobility
Flexibility

I Provide
motivation
through
- Personal responsibility
- Creative ideas & Tangible Measures
Innovation

- Environmental awareness
E Social
responsibility
through - Ergonomics & health
Environment - Safe & Secure Working

TSM Introduction 6 Version 2.0

 Total Service Management – Model development

Attitude/behavior
Level 6
Entrepreneur
Step
-Takes responsibility Level 5
-Prevents problems
-Makes improvements
Step
Level 4

Step
Initiative Level 3

Step
Level 2

Step
Waiting for
Level 1
Direction
-Indifferent Step
-Reactive Aspect
-Careless Team
My Job Only Total System
- Coworker issues - Department focused - Team worker
- individually focused - Optimize workflow - Network
- locally optomized - Cooperative coverage - Global
- Simple viewpoint - Complex
Focus

TSM Introduction 7 Version 2.0

 Total Service Management – Model development

Gradual employment of the KAIZEN® Tools

KAIZEN®-
Tools
Problem
solving
Step story

Policy Deployment
Step SMED
5S SMED
Policy Deployment
Step KANBAN
Visual Management

Process- MUDA
Mapping Value
Step Problem solving Stream Mapping

Process Mapping

Step Standardization KANBAN

Standardization

5S Awareness of MUDA Value Stream

Step Mapping

TSM Introduction 8 Version 2.0

 Model

6 Levels to Total Service Management

L6 Best in class in:
Benchmarking,
Control process Exchange of
Quality,
to become ”Best in class” experience
Productivity,
Speed

L5
Analyze tasks, Collaboration,
Empower people Flexible working Apply mobility concept, Mobility,
for in teams Create flexible layouts Space optimization

L4 Leadership with
Lock in gains by Optimization Visual Management, measures,
Policy Deployment Organizational
as a team Alignment & „buy-in“

L3 Reduced Process costs,

Processmapping,
Save through Process Problem-Solving-Story,
Faster turnaround time,
Optimize value flow,
improvement Value Stream Mapping
Less paper

L2 Zero errors,
Improve through Reduced searchtime,
Co-operation Standardization
best, easiest,
safest method

L1
Workplace organization,
Create a good Self Awareness of waste
5S Campaign Cleanliness & Safety,
foundation organization Awareness of MUDA
through

TSM Introduction 9 Version 2.0

 Results through Total Service Management

Office material availability to 99%

Reduction of searching time to 80%

Increase in productivity over 50%

Reduction of the turn-around time over 60%

Space gain to 30%

TSM Introduction 10 Version 2.0