Process Design Thinking

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Copyright 2012 MoreSteam.com

Process Design Thinking

Simple Methods to Get It Right the First Time

Bill Hathaway, MoreSteam.com

June 21, 2012


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Copyright 2012 MoreSteam.com2

Agenda

Welcome

Introduction of MBB WebcastSeries

Larry Goldman, MoreSteam.com

Process Design Thinking

Bill Hathaway, MoreSteam.com

Open Discussion and Questions


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Founded in 2000

Trained over 350,000 Lean Six Sigmaprofessionals

Served over 2,000 corporate customers

(including 50+% of the F500)First firm to offer the complete Black Belt

curriculum online and only firm to offeronline DfLSS

Courses reviewed and approved by ASQand PMI

Academic Partnership with Ohio StateUniversity

MoreSteam.com The Lean Six Sigma e-Learning Leader

Select Customers:

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http://welcome.hp.com/country/us/en/welcome.html


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Bill Hathaway

President & CEO, MoreSteam.com

Todays Presenter


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PPC : PPF > 1.0

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Everyone is a Designer

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The State of Process Design

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Really?

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My Design

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A Chink In the Armor

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Customer Empathy

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Customer Empathy

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Who Needs a 1-Ball Juggler?

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Components

1) Design Thinking = 2 design attitudes: Respect for the Voice of the Customer(VOC) Spiri t of Experimentation .

2) A Design RoadmapDefine -> Concept -> Design -> Optimize -> Validate.

3) Simple Analytical Tools

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Unrecognized Needs

If I had asked my customers what they wanted,

theyd have said a faster horse.

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Customer Empathy

As Steve J obs said when asked about what kind of marketresearch was behind the iPad:

None. Its not the consumers

job to know what they want.

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Customer Empathy

You can probably onlyget to this level of insight

by being the consumer.

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Customer Empathy

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Beyond Survey Questions

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Customer Empathy

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Feeling My Pain

1) Remote Scan & Pay 2) Advance Scan 3) Cloud Payment 4) Improved Self-Checkout

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Good Ideas Need Execution

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The Design Roadmap

DefineConcept

DesignOptimizeVerify

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In The Absence of Guidance

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The Design Roadmap - DEFINE

Who is the customer?What do they want/need?What is the problem to be solved?What are the customers willing to

pay for a solution?What are the business constraints?When does this need to becompleted?

Who is going to do it?How would we measure success?

Critical Questions Simple Tools

Initiating a Project Charter

Customer Segmentation Gathering VOC Surveys,

Interviews, Observation,

Participation Sorting VOC - Affinity,

Requirements Tree Diagrams Translating VOC - Simplified

QFD, Metrics

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Well-Defined?

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The Design Roadmap CONCEPT (Divergence)

What kinds of solutions mightwork?

Has anyone else done thissuccessfully?

..or unsuccessfully?Are there solutions from related orunrelated areas that might apply?

What can we remix to create a newsolution?


Metrics to assess designperformance

Divergence The CreativeProcess

Benchmarking,Brainstorming, Remixing

Rough PrototypingPugh Concept Selection

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The Creative Process

To have a good idea, you must have lots of ideas.

- Linus Pauling

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The Creative Process

http://www.everythingisaremix.info/everything-is-a-remix-part-3/

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http://www.everythingisaremix.info/everything-is-a-remix-part-3/http://www.everythingisaremix.info/everything-is-a-remix-part-3/http://www.everythingisaremix.info/everything-is-a-remix-part-3/http://www.everythingisaremix.info/everything-is-a-remix-part-3/http://www.everythingisaremix.info/everything-is-a-remix-part-3/http://www.everythingisaremix.info/everything-is-a-remix-part-3/http://www.everythingisaremix.info/everything-is-a-remix-part-3/http://www.everythingisaremix.info/everything-is-a-remix-part-3/http://www.everythingisaremix.info/everything-is-a-remix-part-3/http://www.everythingisaremix.info/everything-is-a-remix-part-3/http://www.everythingisaremix.info/everything-is-a-remix-part-3/http://www.everythingisaremix.info/everything-is-a-remix-part-3/http://everything_is_a_remix_3.mkv/


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Good Concept?

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The Design Roadmap DESIGN (Convergence)

What specific design offers thebest solution?

How do you know?

What are the designspecifications?

Is it feasible (functionallypossible)?

Is the design sustainable?


Design Scorecard Continuous Flow Process Modeling Monte

Carlo Analysis, DiscreteEvent Simulation

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Good Design?

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The Design Roadmap - OPTIMIZE

How robust is the design to itsenvironment?

What measures are necessary to

minimize variation in execution?What are possible failure modes?Is the design lean (no waste)?What modifications can be made toincrease value?


Stress Testing ProcessModeling Part 2

FMEA & Process ReliabilityDesign for Lean SupplyChain Dynamics

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Good from Bad

http://www.ted.com/talks/renny_gleeson_404_the_story_of_a_page_not_found.html

HTTP 404 File not found

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http://www.ted.com/talks/renny_gleeson_404_the_story_of_a_page_not_found.htmlhttp://www.ted.com/talks/renny_gleeson_404_the_story_of_a_page_not_found.htmlhttp://www.ted.com/talks/renny_gleeson_404_the_story_of_a_page_not_found.htmlhttp://www.ted.com/talks/renny_gleeson_404_the_story_of_a_page_not_found.html


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Optimized?

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The Design Roadmap VERIFY

Does the design do what it wasintended to do?

Does the design hold up under all

conditions of use?Was the target cost achieved?Are training and support systems inplace to assure a successfullaunch?


Process Control PlanPilotingLaunch Planning

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Verified?

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Building to Think

Rough

prototypes togenerate newthinking

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Building to Think

Akron Childrens Hospital

A mobile triage cart was designed, eliminating the need forseparate triage rooms, reducing the need to movepatients/families, and creating an additional 4 exam rooms.

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Building to Think

Akron Childrens Hospital New Pharmacy Design

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Virtual Prototyping

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Simulation to Examine Possibilities

Monte Carlo

+ = ?

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Monte Carlo for Fast Food Process


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Discrete Event Simulation

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f O


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Plenty of Opportunities

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Thank you for joining us

M t Bl k B lt P


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Offered in partnership with Fisher College of Business atThe OhioState University

Employs a Blended Learning model with world-class instructiondelivered in both the classroom and online

Covers the MBB Body of Knowledge, topics ranging fromadvanced DOE to Leading Change to Finance for MBBs

Master Black Belt Program

R Li k d C t t


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Resource Links and Contacts

Archived presentations and other materials:http://www.moresteam.com/presentations/

Questions? Comments? Wed love to hear from you.Bill Hathaway, President & CEO MoreSteam.com

[email protected]

Larry Goldman, Vice President Marketing [email protected]

Join us for our next Webcast:

"Eating the Elephant: Designing and Deploying ContinualImprovement in a Multi-Site Environment

Bill DInnocenzo, Fresenius Medical Care
http://www.moresteam.com/presentations/mailto:[email protected]:[email protected]:[email protected]:[email protected]://www.moresteam.com/presentations/

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Process Design Thinking