1. Prepare a current state value stream map for Caleb's cable company
2. Analyze the map and identify waste using Kaizen bursts the current state map
3. In a word document list each of the identified waste and explain how you are planning to eliminate this in the future state map and your rationale
4. Prepare a future state value stream map using Visio software or Excel

Calebs Cable Service is in the business of installing cable service in residences. The have struggled to remain competitive in recent years, mainly due to long lead time for their services. The market has come to expect a 5-day or less lead time, while Calebs Cable Service is currently at 1- 2 weeks. Customers have also often complained about the accuracy of their bills.

In an attempt to become more competitive, Calebs Cable Service looked to lean with its emphasis on lead time reduction and customer focus. There are several key activities or processes that must be completed upon receiving a request for installation: Set-up Customer; Schedule Service, Make Appointment with the Customer, Dispatch the Service the Technician, Install and Test, Review Completed Service Order, Bill Customer.

A Customer calls Calebs Cable Service with a Request for Installation. Customer Service takes all required information in order to Set-up the Customer. A Service Request form is filled out and provided to the Dispatcher. The Dispatcher uses a spreadsheet tool to Schedule Service. The Dispatcher generally schedules all requests for the following week. The Dispatcher will then contact the Customer to Make an Appointment. There may be some delay here as the Customer is not always available to immediately answer the call to confirm availability

The Dispatcher fills out a Service Order form and places it in a file until the afternoon before the appointment. The Dispatcher will then Dispatch the Technician or accumulate all required materials and stage them for the Service Technician. The next morning Service Technicians will pick up the Service Order along with the materials and travel to the Customers residence. At the residence, the Service Technician will Install and Test. Problems are encountered at times during this process, sometimes requiring another service call to be scheduled.

Upon returning at the end of the day, the Service Technician drops off the Service Order, completed by the technician and signed by the Customer. The Dispatcher Reviews the Service Order for completeness, and then sends it to Customer Service who in turn Bills the Customer.

Customers will contact Calebs Cable Service with disputes regarding billing. Calebs receives questions on approximately 20% of all bills.

Office personnel work approximately 460 minutes per day, not including lunch and breaks.

Set-up Customer: Customer Service (1)

P/T = 15 minutes

%C&A = 100%

Technology used: BizSys

Schedule Service: Dispatch (1)

P/T = 15 minutes

%C&A = 90%

L/T= 2 days in in-box

Technology used: Spreadsheet

Make Appointment: Dispatch (1)

P/T = 10 minutes

L/T= 1 day

%C&A = 95%

Technology used: telephone

Dispatch Technician: Dispatch (1)

P/T = 30 minutes

%C&A = 100%

L/T = 1 5 days waiting for day before appointment

Install & Test: Service Technician (4)

P/T = 4 hours (including transit time)

%C&A = 80%

L/T = 1 day

Review Service Order: Dispatch (1)

P/T = 15 minutes

L/T = 1 day in in-box

%C&A = 90%

Technology used: manual

Bill: Customer Service (1)

P/T= 15 minutes

L/T = 1 day in in-box

%C&A = 100%

Customer Related Data:

Demand= 8 calls per day

Lead Time

Billing Disputes= 20%