| Transport |
-
- IT/Service tickets going through multiple hands
– customer, onsite coordinator, offshore teams
(L1, L2)
-
- Ticket containing insufficient information
leading to queries and multiple hand-offs
|
| Inventory |
- - The backlog of Tickets waiting to be worked on
- - Tickets pending for user clarifications
|
| Motion |
-
- Seeking information from a colleague (SOP,
document, email, etc.)
-
- Engineer searching for information in
email/share point sites / calling colleagues
|
| Waiting |
-
- Waiting for completion of predecessor tasks,
clarification on requirements
-
- Ticket/Change Request waiting in queue to be
attended by assigned engineer
|
| Over-processing |
-
- Multiple/Unnecessary reviews of the same
ticket to ensure better quality
- - QC of noncritical parameters
|
| Over-production |
-
- Creating reports no one requires & with no
value adds
-
- Providing “Value Adding features” when not
required for the customer
-
- Printing counterparty confirmation though it’s
available by email
|
| Defects & Rework |
- - Poor documentation & non updated SOP’s
-
- Incomplete documentation (Knowledge
Management document not updated)
|
| Non-utilized resources |
-
- Not involving the resources which have the
critical information
- - L2 Engineer utilized to perform L1 tasks
- - L1 Engineer is not utilized to potential
|
