2019 mParks Conference Kalamazoo, Michigan

1. 2019 mParks ConferenceKalamazoo, Michigan 2019 mParks Conference Kalamazoo Jan 30 ‘19 Using LEAN Principles to Enhance Community Services

2. State of Michigan / Kalamazoo Initiatives • Describe and summarize State Kzoo initiatives • Improving Community Service • Identify current programs & services WASTE • Basic LEAN strategies & Tools • Discuss & reproduce Process Maps / Cause-and-Effect Using LEAN - Learning Objectives 2019 mParks Conference Kalamazoo Jan 30 ‘19 To . . . STOP the Insanity!

3. Best Places to Live in 2100 Using LEAN – Why Now? 2019 mParks Conference Kalamazoo Jan 30 ‘19 Sources - Popular Science Dec 27, 2016 - MLive Mar 22, 2017 - W.E. Upjohn Jun 7, 2018

4. What is LEAN? Process redesign thru self-examination of Current State Goal is to transform to a desired Future State • Uses proven tools to identify and eliminate waste • Introduced in Industrial Engineering processes • Desired Future State framed-up in a project plan • Improvement tasks identified / assigned / tracked 2019 mParks Conference Kalamazoo Jan 30 ‘19

5. State of Michigan LEAN Initiative • Governor Snyder Executive Order 2016-4 • Created Office of Performance & Transformation (OPT) • OPT part of State Budget Office • Uses LEAN to streamline processes / improve services • OPT Results in 2 years • 40+ process improvements / 25+ agencies • Liquor Commission international award • Best process improvement award <90 days • Beat out California / Canada / Dubai / Ireland / France 2019 mParks Conference Kalamazoo Jan 30 ‘19 Link to OPT Results https://www.michigan.gov/opt/0,5880,7-338-71823_80550---,00.html

6. Kalamazoo LEAN Initiative The Opportunity Source: Transforming Our City Sep 2015 2019 mParks Conference Kalamazoo Jan 30 ‘19

7. Kalamazoo Lean Initiative Recreation and Parks Kalamazoo identified improvements Create Special Events Checklist Reduce Sports Field fertilizer services Reduce Summer hiring process time Create Parks Coordinator task lists Update Landscaping Maintenance Plans Reduce mowing $ / update pool equipment Optimize inventory / storage locations Standardize trucks to minimize ‘shop trips’ Ashton Anthony Danielle Baucom 2019 mParks Conference Kalamazoo Jan 30 ‘19

8. Can LEAN help . . . Enhance community services and optimize budgets? Test Question #1 2019 mParks Conference Kalamazoo Jan 30 ‘19 Certainly can!

9. Waste Identification – The WORMPIIT Eight Types of Waste 2019 mParks Conference Kalamazoo Jan 30 ‘19

10. The WORMPIIT - Waiting Idle time for workers waiting to receive work Symptoms Causes Inconsistent work methods Poor process effectiveness Inefficient process Lack of process measures • People waiting on systems (copiers / computers) • People waiting on others (sign offs / work orders) • Lack of information 2019 mParks Conference Kalamazoo Jan 30 ‘19

11. The WORMPIIT - Overproduction Producing more than needed / duplication Symptoms Causes Lack of communication Poor scheduling Inflexible process Not knowing customer requirements Wrong reward incentives • Extra copies / equipment • Extra storage for duplicate / unnecessary items • Inventory stockpiles • Unused system / process requirements 2019 mParks Conference Kalamazoo Jan 30 ‘19

12. The WORMPIIT - Rework Correction / Defects / Scrap / Doing Things Twice Symptoms Causes Incapable processes Insufficient training Poor tools / equipment Bad input data Poor communication Excessive complexity • Missing information • Correcting errors • Inspection • Extra manpower • Reactive vs. Prevention • Not meeting requirements 2019 mParks Conference Kalamazoo Jan 30 ‘19

13. The WORMPIIT - Motion Excess People / Material / Equipment Movement Symptoms Causes Equipment layout Office layout Workplace organization Inconsistent work methods • Looking for’ items • Travel / delivery time • Travel versus calling • Too many ‘mouse clicks’ 2019 mParks Conference Kalamazoo Jan 30 ‘19

14. The WORMPIIT - Processing Unnecessary / Combine With Other Work Symptoms Causes Inappropriate technology Wrong level decision making Poor policies / procedures Unclear requirements Processing inconsistencies • Endless refinement • Redundant approvals • Redundant data entry • Unused data / reports • Excessive distribution lists • Excessive meetings 2019 mParks Conference Kalamazoo Jan 30 ‘19

15. The WORMPIIT – Inventory Excess Inventory / Paperwork Symptoms Causes Process bottlenecks Incapable suppliers Management decisions Inaccurate forecasting Available storage areas • Backlog piles of work • Unused equipment • Unused items in storage • Unused information • Excessive / obsolete supplies 2019 mParks Conference Kalamazoo Jan 30 ‘19

16. The WORMPIIT – Intellect Not Harnessing Collective ‘Power of the People’ Symptoms Causes Blame person – not process Hide problems Status quo not challenged No suggestion program No personal recognition • Few process improvements • Only Doing My Job mentality • No employee involvement • No teaming • Poor morale 2019 mParks Conference Kalamazoo Jan 30 ‘19

17. The WORMPIIT - Transportation Excess Transporting Materials / Parts / People . . . Symptoms Causes Poorly organized equipment Improper facility layout • Excess material movement • Multiple storage locations • Incorrect inventory counts • Damaged items 2019 mParks Conference Kalamazoo Jan 30 ‘19

18. 5S – 5-step Process SUSTAIN STANDARDIZE 5 Step Process SHINE 2019 mParks Conference Kalamazoo Jan 30 ‘19 SET SORT

19. 5S – Sort • Identify items not required to perform process • Remove unnecessary items / safety hazards • Bulletin board information / items on wall . . . • Furniture / other items from stairwells / corners . . . • Inventory / supplies / parts / oil / chemicals When in doubt; move it out! 2019 mParks Conference Kalamazoo Jan 30 ‘19

20. 5S – Set • Everything ‘in place’: Lines / Labels / Signs • Lines / Outlines / Limit lines (height / min / max) • Labels / Color coding / Item location • Signs with equipment information – number, type, etc. 2019 mParks Conference Kalamazoo Jan 30 ‘19

21. 5S – Shine • Clean / inspect everything, inside and out • Prevent dirt and contamination from recurring • Develop a cleaning schedule • Completion of this step, results in • Improved safety • Better work environment 2019 mParks Conference Kalamazoo Jan 30 ‘19

22. 5S – Standardize • Lead by example . . . How is your area? • Develop 5S guidelines • Assign areas for all team members • Ensure workforce is on-board / part of effort • Communicate standards across organization 2019 mParks Conference Kalamazoo Jan 30 ‘19 Are there opportunities to standardize offices / tools / equipment / vehicles . . . ?

23. 5S – Sustain • Ensure all team members participate • Have framed checklists in each designated area • Conduct area reviews with team members • Communicate results – bulletin boards / email . . . 2019 mParks Conference Kalamazoo Jan 30 ‘19 After Before

24. What’s the most underutilized source of WORMPIIT Waste? Test Question #2 2019 mParks Conference Kalamazoo Jan 30 ‘19 Intellect!

25. Process Mapping • Create a step-by-step picture of your process • Identify non-value added activities and streamline • Involve customers – internal and external 2019 mParks Conference Kalamazoo Jan 30 ‘19 Frank Gilbreth 1921 Proctor and Gamble

26. Water Application Process – Current State Create Inactive Shell 5 NVA NVA NVA Fill Out Application 2 Request Service 1 Get Back In Line 3 App. Handed to Other Reps. 4 Create Work Order 7 Customer Information 8 Review Account 6 Add Deposit 9 Scan ID and Application 10 Call Customer Back to Window 12 NVA NVA Fill Out Deposit Slip 11 Cash Out 13 2019 mParks Conference Kalamazoo Jan 30 ‘19 • Reduce Application Processing Time 50% by October 30, 2017 • 5 – 6000 annual requests / 13 Steps / >12 minutes • 5 Non-value Added (NVA) process steps • 2 Unnecessary forms: New Party Application / Deposit Slip

27. Water Application Process – Future State Customer Information 5 Create Inactive Shell 2 Request Service 1 Review Account 3 Create Work Order 4 Scan ID and Application 7 Cash Out 8 Add Deposit 6 • Improvements identified Oct 25, 2017 • Implemented Oct 30, 2017 • Future State = 8 Steps / <6 minutes • 500 annual labor savings hours • Happier customers 2019 mParks Conference Kalamazoo Jan 30 ‘19 Nancy Buist Jennifer Fennessee Meg Kennedy

28. Can Process Mapping identify service improvement opportunities? Test Question #3 2019 mParks Conference Kalamazoo Jan 30 ‘19 You bet !

29. Cause and Effect – the Fishbone • Identifies 6 'Ms' waste contributors • Ask why, why, why . . . to identify Root Cause 2019 mParks Conference Kalamazoo Jan 30 ‘19 Kaoru Ishikawa 1968 University of Tokyo

30. Cause and Effect – the Fishbone 2019 mParks Conference Kalamazoo Jan 30 ‘19

31. COK Purchasing Process – Fishbone Results 93 Total Improvements Identified / 12 Areas • Standard Forms / Contracts / Packages / et al {24} • Operating Procedures / Responsibilities {11} • Staff Back-ups (include NOVUS) {11} • Standard Communication (voice/email) {10} • Project Tracking / Reporting {10} • Sync with Budget {7} • Utilizing EDEN {5} • Training {5} • Timelines {4} • Same Version Microsoft {4} • Standard K Drive {2} • Contingencies {2} 2019 mParks Conference Kalamazoo Jan 30 ‘19 31

32. What are the common sources of process waste? Test Question #4 2019 mParks Conference Kalamazoo Jan 30 ‘19 Man / Machine / Material / Methods / Measurement / Mother Nature  32

33. Ending Insanity • Create an Improvement Plan • Identify What / Who / When and track Status Keeps Team Moving In the Same Direction 2019 mParks Conference Kalamazoo Jan 30 ‘19

34. COK Purchasing Process – Improvement Plan 2019 mParks Conference Kalamazoo Jan 30 ‘19

35. To realize a desired Future State you Wish Upon A Star and click your heels 3 times Test Question #5 True or False 2019 mParks Conference Kalamazoo Jan 30 ‘19 Certainly False – requires team commitment

36. Mark Reynolds Reynoldsusaf@aol.com (313) 320 - 9968 2019 mParks Conference Kalamazoo Jan 30 ‘19