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Toolbox

1

Identify Obstacles

How can I discover what the current problems are and why they are happening?

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Tools for Identifying Obstacles:

  • Communication Circle

  • Empathy Map

  • Fishbone

  • 5 Whys

  • Gemba

  • Process Mapping

  • Spaghetti Diagram

  • Tally Sheet

  • Voice of the Customer

  • Pareto Chart

  • Bottlenecks

  • Value Stream Mapping

  • 7 Common Obstacles

  • TEAM Metrics

2

Eliminate Obstacles 

How can I solve for root cause problems?

 

 

Tools for Eliminating Obstacles:

  • 5S

  • Future State

  • Impact-Effort Matrix

  • Just Do It

  • Visual Management

3

Project Management

How can I manage an improvement effort and motivate a team?

 

Tools for Project Management:

  • A3

  • Change Management

  • Huddle

  • Rapid Improvement

  • Catchball

  • Data Development Plan

  • Resolve Matrix

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Identifying
obstacles

Communication Circle is a tool that provides a visual representation of the communication flows that occur between departments, staff, and customers in a process.

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5 Whys is a question-asking technique to help participants get to the root cause(s) of an issue.


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Spaghetti Diagram is a visual representation of physical space using a continuous flow line tracing the path of an item or person through a process.

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Pareto Charts highlight the most important issues from a series of factors by categorizing data and sorting it by frequency.
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7 Common Obstacles are a version of Lean's traditional "eight wastes" adapted for the public sector context.

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Empathy Map is a collaborative tool teams can use to gain deeper insight into their customers’ experiences. 



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Gemba is when you go to where the process happens and observe it.



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Tally Sheet sheet is a simple, low-tech tool that you can use to count and visually represent the frequency of an event or error in a process.

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Bottlenecks is a constraint in the flow of a process which limits the capacity for a successful outcome to occur. Identification starts after the current process is mapped and the desired outcome has been clearly defined.
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TEAM metrics are a simple way to structure measurement for literally any process by describing it in terms of time, errors, amount, and money.

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Fishbone diagram shows multiple root causes of a problem. The problem is shown at the head of the fish, and branches of the diagram (the “fishbones”) are categories of causes.

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Process Mapping is a visual representation of the steps in a business process.



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Voice of the Customer is a structured way to get feedback from users about their expectations, preferences, common problems, and requests.

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Value Stream Mapping is a comprehensive visual representation of the customer’s experience in a business process from start to finish.

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Brainstorming is a creative problem-solving technique used to generate a large number of ideas or solutions in a short amount of time.

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ELIMINATING
obstacles

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5S is a simple, structured, repeatable method for removing obstacles and keeping workspaces clean, organized,
and safe. 5S is also a form of visual management.

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Just Do It is a simplified approach to process improvement that enables individuals or very small groups (2-3 people) to quickly remove one or more obstacles from a process.
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Future State Mapping provides teams or individuals with a visual representation of steps in a process after two to three months of improvements.


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Visual Management is any communication device used in the work environment that shows at a glance how work should be done and whether work is deviating from the standard.

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Impact-Effort Matrix is a decision-making tool that helps teams or individuals choose the best option based on relative impact and effort.


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PROJECT MANAGEMENT

A3 is a tool that both helps you structure your own thinking about how to make an improvement and communicate the purpose, research, and findings of your project to others.

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Huddle is a team meeting, where the team discusses, prioritizes, and plans to execute improvement ideas that move the needle on department or team strategic goals.

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Resolve Matrix is a fast, under 10 minute, activity to help an improvement team reflect on their work during an improvement project.

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Change Management is the process of helping people prepare for and move through change.

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Catchball Catchball is a Lean-inspired feedback technique used to share ideas, collect input, and foster collaboration on improvements. 

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A Rapid Improvement Event is a carefully structured, facilitated workshop that employs lean tools to guide a team to make improvements to their work process.

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Data development Plan is a simple tool that can help you systematically consider how to get from an abstract goal to concrete, practical measures of your process and outcomes.

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