Stand inside a circle.
During skills training last month, I viewed a series of videos from the Gemba Academy on the seven wastes in business and processes. The material introduced the chalk circle teaching method of Taiichi Ohno. Draw a circle near an area to observe and stand in the circle for a pre-assigned time period. Record observations of the flow of work through the department. A key emphasis is placed on finding areas of waste. (Optional step, listen to “Stand by R.E.M.”- jk)
My mind started working a puzzle to define what this looks like in an office environment for Information Technology workers. The challenge is much of the work performed by IT uses inputs to-and-from a computer. Information and flow isn’t always physically visible. Combine this with employees that are not co-located and the observation circle for IT looks impossible.
But maybe I could create a virtual circle.
What’s at stake? A way to find inefficient processes that produce waste and processes that don’t meet customer demand. A way to identify areas to reduce the time between customer request and solution delivery. This is important stuff!
Now I have an action item to go draw a few virtual circles and stand in them. The first two areas I want to target are the software development process and service ticket flow.
- Virtual Circle #1 – Software features on a Kanban board. We use swimlanes to map the status of software features and bugs. The board can show information on the movement of features through the process which may reveal wastes in the areas of overproduction, defects, and waiting.
- Virtual Circle #2 – Ticket status in the HelpDesk system – Group requests according to status, entry date, or type to look for patterns and weaknesses. As with software development, this could show wastes in the areas of waiting, overproduction, or unnecessary movement.
I have no doubt that I’ll find areas of waste. The aim of using a virtual circle is to turn the observations into actionable tasks for removing wastes.
If you have ideas for methods for finding wastes in an office environment let me know. This is a puzzle worth working.
Onward and upward!