SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six...

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Rex Tuozo “The Six Sigma Guy” Six Sigma PH | [email protected] | +63917-100-4004 Certified Six Sigma Master Black Belt Certified Change Management Facilitator Certified Industrial Engineer SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless Service Process

Transcript of SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six...

Page 1: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Rex Tuozo “The Six Sigma Guy”Six Sigma PH | [email protected] | +63917-100-4004Certified Six Sigma Master Black BeltCertified Change Management FacilitatorCertified Industrial Engineer

SERVICE BLUEPRINT (2.0) Workshop-Designing a Seamless Service Process

Page 2: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Six Sigma PH | [email protected] | +63917-100-4004

Sigma

Six

Lean

Page 3: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Training Objectives

As a result of this session, you shall:

1. Learn what is Lean Six Sigma

2. Create a Six Sigma PH’s Service Blueprint (2.0)

3. Have fun!

Six Sigma PH | [email protected] | +63917-100-4004

Page 4: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Six Sigma PH | [email protected] | +63917-100-4004

MISSION:

To make Lean Six Sigma

Simple & Practical to make it effective

for Service Industry.

Page 5: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

The Six Sigma Boat

Six Sigma PH | [email protected] | +63917-100-40045 Yellow Belt (Wave 75)

xx

5 Yellow Belt (Wave 75)

Page 6: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Process Life Cycle

Six Sigma PH | [email protected] | +63917-100-4004

•Process Metrics Monitoring (BSC)

•Ops & Financial Risks Audits

•Business Continuity Plan

•Career Lattice/ Succession Plan

•5S Program

•Process management control system

1. Kaizen (Quick improvements)- PDCA

2. LEAN SIX SIGMA- DMAIC (recurring problems)

3. Project Management- IT System Enhancements

•Policies and Procedures Management

•Process Mapping

•Resource Planning

•Metrics Development (VOC->CTQ)- BSC

•Setting up of Ops and Financial Risks/

Control

2. Process Management

1. Process Design

3. Process Improvement

Page 7: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Lean Six Sigma is a BIG Toolbox

Six Sigma PH | [email protected] | +63917-100-4004

Service Blueprint (2.0)

Page 8: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Six Sigma PH | [email protected] | +63917-100-4004

STEP 1: Select a Product/ Service.

STEP 2: Select a Scenario.

STEP 3: Invite key stakeholders.

By groups of 7

Page 9: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Enter

Starbucks

Order &

Pay Drink

Claim

DrinkSit Down

Drink

CoffeeExit

Starbucks

Customer

Journey

Physical

Evidences

Sign

Door

Ambiance

Coffee smell

Employees

Other customers

Menu

Goods display

Sound of Machines

POS Machine

Receipt

Barista

Drink

Sugar, straw, etc.

Napkins

Tray

Chairs

Tables

Cleanliness

Other customers

Coffee

Taste

Chatting customers

Ambiance

Trash can

Door

5 secs 3 mins 3 secs 3 secs 15 mins 5 secs

2 mins 5 mins 30 secs 3 secs 3 secs

SUMMARY BOX Total %

Total Waiting Time 7 mins (420 secs) 69%

Total Processing Time 3 mins & 8 secs (188 secs) 31%

Cycle Time 10 mins & 8 secs (608 secs) 100%

5 senses:• See• Hear• Smell• Touch• Taste

Page 10: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Enter

Starbucks

Order &

Pay Drink

Claim

DrinkSit Down

Drink

CoffeeExit

Starbucks

Customer

Journey

Physical Evidences

5 secs 3 mins 3 secs 3 secs 15 mins 5 secs

2 mins 5 mins 30 secs 3 secs 3 secs

Target5 mins

Frontline(Employees

or IT system)

______ ______ ______ ______ ______ ______

Guard greets

customerTake order

Clean

tables

Prepare &

give drink

BackofficeOrder

supplies

Support POS

System

Vendor

Management

OfficeVendors Marketing HR

Facilities

Management

Garbage

disposal

______ ____________ ______ ______

Collect

payment

Line of visibility

Line of internal interactions

Line of interactions

Store

Accounting

Store

Marketing

Page 11: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Enter

Starbucks

Order &

Pay Drink

Claim

DrinkSit Down

Drink

CoffeeExit

Starbucks

Customer

Journey

Physical Evidences

5 secs 3 mins 3 secs 3 secs 15 mins 5 secs

2 mins 5 mins 30 secs 3 secs 3 secs

Frontline(Employee/s

or IT system/s)

______ ______ ______ ______ ______ ______

Guard greets

customerTake order

Clean

tables

Prepare &

give drink

BackofficeOrder

supplies

Support POS

System

Vendor

Management

OfficeVendors Marketing HRHR

Facilities

Management

Garbage

disposal

______ ____________ ______ ______

Collect

payment

Line of visibility

Line of internal interactions

Line of interactions

AccountingStore

Marketing

Page 12: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Next Step:

What Could Go Wrong? Risks & Controls

Six Sigma PH | [email protected] | +63917-100-4004

Page 13: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Enter

Starbucks

Order &

Pay Drink

Claim

DrinkSit Down

Drink

CoffeeExit

Starbucks

Customer

Journey

Physical Evidences

5 secs 3 mins 3 secs 3 secs 15 mins 5 secs

2 mins 5 mins 30 secs 3 secs 3 secs

Frontline(Employee/s

or IT system/s)

______ ______ ______ ______ ______ ______

Guard greets

customerTake order

Clean

tables

Prepare &

give drink

BackofficeOrder

supplies

Support POS

System

Vendor

Management

OfficeVendors Marketing HRHR

Facilities

Management

Garbage

disposal

______ ____________ ______ ______

Collect

payment

Line of visibility

Line of internal interactions

Line of interactions

AccountingStore

Marketing

R2R1

R3 R4

R5

C1 C2

C3

Page 14: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Process Life Cycle

Six Sigma PH | [email protected] | +63917-100-4004

2. Process Management

1. Process Design

3. Process ImprovementService Blueprint (2.0)

Service Blueprint (2.0)

Service Blueprint (2.0)

Q1: When to use Service Blueprint (2.0)?

Q2: When BEST to use Service Blueprint (2.0)?

Page 15: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Group Debrief (Select & share 1):

1. How would it help you deliver a seamless

customer experience?

2. Insights in creating a Service Blueprint (2.0)?

Six Sigma Secret Handshake.

Page 16: SERVICE BLUEPRINT (2.0) Workshop- Designing a Seamless … · 2019. 7. 30. · Rex Tuozo “The Six Sigma Guy” Six Sigma PH | rex@6sigmaPH.com | +63917-100-4004 Certified Six Sigma

Rex Tuozo “The Six Sigma Guy”Six Sigma PH | [email protected] | +63917-100-4004Certified Six Sigma Master Black BeltCertified Change Management FacilitatorCertified Industrial Engineer

Thank you.