One of my first solo kaizens has been with a group of newly trained facilitators, and has gone smoothly so far! I would like to share how during this particular kaizen, I witnessed this group really dig-down and think of tools and ways that would allow them to cover as many aspects of the root cause as possible.
Recently, the IT library help-desk has been working on improving the hardware drop-off process. The process itself had issues such as miscommunication and lack of information and standards. This left the help-desk with no information about the hardware’s progress as well as other issues, such as the customer not knowing how to access what little information there was about their hardware.
One of the challenges of going through this Kaizen was how often certain parts of the process were “Out-of-Scope” due to the process involving many other departments and people. Though IT could do their best to standardize the parts of the process that they were hands on, there was little that could be done at that time in terms of standardizing the process as a whole.
As ways to address communication within IT and the customer, they came up with ideas such as information cards for customers specifically, as well as more details added to the hardware log. These two improvements helped a majority of the process in terms communication all around.
Although it was established earlier that areas of the process that took place in and with other departments was out of scope, the team came up with a fairly simple idea that was still able to address the lack of communication and was able to help bridge between the current improvement and the out-of-scope. Their idea was to create a channel that allowed communication only between the main contacts of IT and the other heads of the process. This way, there’s more effective communication between all groups involved in the process.
It was very exciting and refreshing to see this group take on improvement in a creative way, in which they didn’t let the out-of-scope deter them from improving what they could.