[amsp104] Honda Gsp Ams Continuous Improvement Process_v1.0.ppt

[AMSP104]

Continuous Improvement Process （ Kaizen) Ver1.0 (Honda)

Edited Content from Last Submission © 2014 IBM Corporation

Introduction Definition of service

The main objectives of Continual Service Improvement are: • To review, analyze and make recommendations on where improvements could be made at any point throughout the process or service delivery lifecycle. • To review and analyze service level achievements against targets. • To identify and implement individual activities to improve service quality and the efficiency and effectiveness of service management processes. • To improve the cost-effectiveness of delivering IT services without impacting customer satisfaction. • To apply Quality Management and Improvement methods to support Continual Improvement activities.

Intended Audience (AMS part)

 Global AMS Manager  Regional Manager  AMS Japan/India/USA AMS Team Leader, Member

Related Document

 (CoE) Request Management Process  (AMS) Preventive Maintenance Process

Tool

 Ticket analytics  IPWC (Continuous Improvement)  Catapult (Lesson Leaned)

2

© 2014 IBM Corporation

Table of Content

1. Scope of Continuous Improvement Process (CIP) 2. AMS Roles and Responsibilities 3. Continuous Improvement Process Overview 4. Process Flow 5. Tool

3

© 2014 IBM Corporation

1. Scope of Continuous Improvement

Scope of Roles involves in Continuous Improvement Process (CIP) • Improvement Activities that requires CoE involvement will be managed as Issue (Out-of-scope) • Improvement Activities that involves within IBM AMS will be in the scope of CIP Scope of CIP • Preventive Maintenance (PM) is a subset of CIP. This document will cover only those improvement initiations that are targeting to improve quality, productivity and communication improvement . PM types of CIP will follow PM process. (SLO on KAIZEN Proposal under PM category will be collected from approved Service request of PM type)

4

© 2014 IBM Corporation

2. Role & Responsibilities Role

Role in Project

Responsibility

Continuous improvement approver

Global manager Regional manager

 Internal approval for continuous improvement plan and communicate with Honda

Continuous improvement member

AMS member

 Monitor status of approved continuous plan and report to Honda  Apply continuous improvement plan  Perform plan and gather actual data  Record lessons & learned

5

© 2014 IBM Corporation

3. Continuous Improvement Process Overview

PLAN PLAN • •

Identify/Plan improvement Action Define monitor/Measure method

Act Act

•

6

Record Lessons and Learned

Do Do Do • •

Perform Improvement Gather Data

Check Check

•

Analyze Result

© 2014 IBM Corporation

4. Continuous Improvement Process - Plan Week1-2 Week1-2 Raise Kaizen plan by all members

Week3 Week3

Week4 Week4

Confirm Kaizen plan by each Regional manager

Next monthly meeting Next monthly meeting

Discuss Kaizen plan and measurement method/timing At Regional managers weekly meeting And decide propose to Honda or not.

Propose to Honda

Honda CoE

Key Leaders

Discuss on CIP proposal

Yes Agree? Yes

IBM AMS Propose CIP to Honda

Global Manager

Japan/USA/India

Regional Manager

Team member

Related Process/Tool

7

Discuss and Accept/Reject as Formal CIP

Propose /Plan improvement Action

Close CIP

Sharepoint

CIP (Continuous Improvement Plan)

A

No No

Accept Yes Yes

No No

Discuss Plan In Regional Meeting

A

Sharepoint

Identify measurement method

CIP Monthly Proposal

Object for SLO Object for SLO Measurement Measurement © 2014 IBM Corporation

4. Continuous Improvement Process – Do/Check Honda CoE

Key Leaders

Managed as Issue

IBM AMS Global Manager

Per Scheduled CIP Per Scheduled CIP

Ad-hoc Ad-hoc Approve CIP at Req Mgt

No No

A

Japan/USA/India

A

AMS Internal?

Yes Yes Estimate/Schedule CIP activity Detail

Regional Manager

Team member

Related Process/Tool

No Need No Request? Yes Yes Create Service Request Ticket

Issue Mgt

Request Mgt

Sharepoint

Gather Data/result

Analyze Data

B

B

Perform Improvement

Sharepoint

CIP

CIP

8

© 2014 IBM Corporation

4. Continuous Improvement Process – Do/Check Honda

Per Scheduled CIP Per Scheduled CIP

CoE

Key Leaders

IBM AMS Global Manager

Japan/USA/India

Regional Manager

Acknowledge CIP Result

B

B

CIP Success?

Record/Report CIP Result

Close CIP

No No Team member

Related Process/Tool

9

Yes Yes

Record Lesson Learned

Restart CIP Plan cycle

LL Sharepoint

CIP

Sharepoint

CIP

© 2014 IBM Corporation

5. Tool Activity Operation Detail

Propose improvement plan Create propose improvement plan to continuous improvement proposal document of Excel. Discuss in the team meeting and global and all regional manager judge approve or not and update result After internal approval, global manager propose to Honda and update result.

Template And Operation guide

10

KAIZEN application template

© 2014 IBM Corporation

EOF

© 2014 IBM Corporation