Lean Design for Services
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Lean has transformed the way work is done, eliminating waste and increasing value provided to customers. How has Lean impacted design - from Agile to Lean Start Ups? What is a simple method to use in designing for Lean services? How is Lean Design being leveraged to make services simpler in the public sector?
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Lean Design for Services
- 1. Design for Lean Services Designing for maximum value and minimum waste
- 2. ©2016 GlobeNorth,LLC Allrights reserved What we will cover • Lean and Design • Design for Lean Services • Getting Started
- 3. ©2016 GlobeNorth,LLC Allrights reserved Lean and Design • Lean programs usually start with focus on continuous improvement of existing processes • Emphasisis on identifying quick wins resulting from simple solutions to simple problems – Removing bottlenecks – Reducing defects • Rarely in early phases of deployment is Design for Lean considered • As programs mature, leaders at all levels should look for opportunities to “start with a blank sheet,” especially for new processes or ones being considered for major redesign including IT investment
- 4. ©2016 GlobeNorth,LLC Allrights reserved When to Design for Lean? • When a new service is required - for example supporting a new statute • When major investments - such as IT enablement are planned and process should be redesigned prior to development • When an existing process is no longer capable even with some improvement to meet changing requirements
- 5. ©2016 GlobeNorth,LLC Allrights reserved Lean Manufacturing and Design • Lean focuses on customer value • Lean requires building in concepts of 5S andContinuous Flow • Lean requires screening out sources of input and process variation that could cause defects • Lean requires respecting people, hearing their ideas and concerns Value Value Stream Flow Pull PerfectionLean Principles
- 6. ©2016 GlobeNorth,LLC Allrights reserved CurrentThinking on Lean and Design • DesignThinking • Lean Start Up • Agile Development Source: Xavior Miller
- 7. ©2016 GlobeNorth,LLC Allrights reserved Lessons from DesignThinking • Empathize – observe and achieve understanding of customer needs • Define – the opportunity • Ideate –to many approaches to satisfy need • Prototype – select alternatives • Test – alternatives for ability to meet needs • Iterate as requiredDesignThinking
- 8. ©2016 GlobeNorth,LLC Allrights reserved Lessons from Lean Startup • Hypothesis – Next big idea • UVP – unique value proposition • MVP – Minimum viable Product • Refine – Product • Execute – Build the business Lean Startup Source: Eric Ries, The Lean Startup
- 9. ©2016 GlobeNorth,LLC Allrights reserved Lessons from Agile Development • Plan – work pulling from product backlog • Design, Build,Test – code based on requirements • Review – with product owner • Do it again - work in sprints to continuously increment value
- 10. ©2016 GlobeNorth,LLC Allrights reserved Distilling Essentials of Lean Design Focused on customer value Open to new ideas Keeping things simple Moving fast Frequently iterating DesignThinking Value Value Stream Flow Pull PerfectionLean Principles Plan DoCheck Act
- 11. ©2016 GlobeNorth,LLC Allrights reserved Design For Lean Services Observe & Empathize Understand Value Needed Consider Delivery Options Design for Lean Operation Test & Learn Revise & Release
- 12. ©2016 GlobeNorth,LLC Allrights reserved Lean Design for the Public Sector: Private Public Market Customers Citizens Demand generated by Marketing & Sales Statute andCustomer Need Process triggered by Customer request Citizen request Process completed when Customer pays Citizen receives approval, license, etc. Competitive pressures Customer can switch to another service provider Citizens and businesses can choose to move Measures of success Customer Satisfaction, Revenue Growth, Profitability Citizen Satisfaction,Compliance with Statutes,Within Budget Penalties for poor performance May require remuneration for missed service levels Citizen and business complaints The citizen is your customer, work out from their need. Observe how they engage through your process. Make things simple for them. I CITIZENS
- 13. ©2016 GlobeNorth,LLC Allrights reserved Design For Lean Services Observe & Empathize Understand Value Needed Consider Delivery Options Design for Lean Operation Test & Learn Revise & Release • Observe & Empathize – Watch how, when and where customers engage, noting unmet needs or opportunities to provide new value. Tools: Gemba Customer Interview Ethnographic Analysis Voice of the Customer Journey Mapping
- 14. ©2016 GlobeNorth,LLC Allrights reserved Design For Lean Services Observe & Empathize Understand Value Needed Consider Delivery Options Design for Lean Operation Test & Learn Revise & Release • Understand Value Needed – Determine what customer most need and how they would like to have that need met. Tools: Voice of the Customer Ethnographic Analysis Journey Mapping Customer Insight Workshop
- 15. ©2016 GlobeNorth,LLC Allrights reserved Design For Lean Services Observe & Empathize Understand Value Needed Consider Delivery Options Design for Lean Operation Test & Learn Revise & Release • Consider Delivery Options – Diverge, generating many new ideas, opening aperture to include completely new approaches to deliver value. Tools: Ideation workshop Brainstorming Techniques Customer Dreaming Session
- 16. ©2016 GlobeNorth,LLC Allrights reserved Design For Lean Services Observe & Empathize Understand Value Needed Consider Delivery Options Design for Lean Operation Test & Learn Revise & Release • Design for Lean Operation – Converge, selecting simplest way to deliver value, including only what is needed, optimizing input & process elements to reduce potential for defects & ensure continuous flow. Tools: Value Stream Mapping Error Proofing Demand Smoothing
- 17. ©2016 GlobeNorth,LLC Allrights reserved Design For Lean Services Observe & Empathize Understand Value Needed Consider Delivery Options Design for Lean Operation Test & Learn Revise & Release • Test & Learn – Engage customers directly through prototyping, assessing fit for purpose. Tools: Process Simulation Piloting Customer market-testing
- 18. ©2016 GlobeNorth,LLC Allrights reserved Design For Lean Services Observe & Empathize Understand Value Needed Consider Delivery Options Design for Lean Operation Test & Learn Revise & Release • Revise & Release – Address insights gleaned from testing, improving fit for purpose, then implement new service. Tools: Value Stream Mapping 30-60-90 Day Plan Communication Plan
- 19. ©2016 GlobeNorth,LLC Allrights reserved To get started… • Start with a blank sheet • Focus on your customers • Work out from need • Add only that which adds value • Leave out the rest • Try that
- 20. Summary Lean concepts are key to design methods Lean design is a continuous, fast and iterative process of rethinking work Design For Lean Services derives simplest path to providing customer value To get started, start with a blank sheet and focus on your customers…
- 21. ©2016 GlobeNorth,LLC Allrights reserved Gregory North President, Globe North, LLC Gregory.North@globenorth.com www.globenorth.com Positioning your organization for excellence ©2016 Globe North, LLC All rights reserved