5S for Service Organizations and Offices

Debashis Sarkar

Description

5S is a simple and immensely practical approach to quality improvement which, when implemented effectively, can transform the fabric of a company. Traditionally used in manufacturing companies for little more than housekeeping, its latent power has yet to be leveraged by service companies. Author Debashis Sarkar has pioneered a blueprint for 5S implementation that can take service organizations to greater heights. The principles can also be applied to offices, education institutes, hospitals, and also manufacturing companies who wish to adopt 5S to its full potential. Immensely practical and hands-on, this book is based on the author’s experience in catalyzing an enterprise-wide 5S implementation in India’s largest private sector bank, spread across more than 700 locations not only in India but also in places such as Canada, Singapore, Dubai, and London. This change initiative touched more than 15,000 people and had the involvement of employees across all levels of the organization. The book is based on all that he applied and learnt during this massive roll out. 5S can be converted to a management practice when implemented as a change initiative involving the organization at all levels, from the CEO to the process associate. Implementation requires an all-encompassing workplace system comprising structure, people, processes, practices, and infrastructure. Such a holistic implementation moves 5S away from being just another methodology and to an intervention that can change the hearts and minds of the employees, irrespective of the state of maturity of the organization in improvements. Includes numerous templates that can be used to implement the ideas contained in the book.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Total Quality Management
• Gestion et management
• Economics

Informations

• Publié par: ASQ Quality Press
• Date de parution: 01 février 2006
• Nombre de lectures: 0
• EAN13: 9780873891158
• Langue: English

Extrait

5S FOR S ERVICE O RGANIZATIONS AND O FFICES

5S FOR S ERVICE O RGANIZATIONS AND O FFICES

A L EAN L OOK AT I MPROVEMENTS

D EBASHIS S ARKAR

ASQ Quality Press Milwaukee, Wisconsin

American Society for Quality, Quality Press, Milwaukee 53203 © 2006 by American Society for Quality All rights reserved. Published 2006 Printed in the United States of America 12 11 10 09 08 07 06 5 4 3 2 1

Library of Congress CataloginginPublication Data

Sarkar, Debashis. 5S for service organizations and offices : a lean look at improvements / Debashis Sarkar.—1st ed. p. cm. Includes bibliographical references and index. ISBN-13: 978-0-87389-677-1 (alk. paper) 1. Service industries—Management. 2. Service industries—Quality control. 3. Office management. I. Title. HD9980.5.S265 2005 651—dc22

2005024847

No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

Publisher: William A. Tony Acquisitions Editor: Annemieke Hytinen Project Editor: Paul O’Mara Production Administrator: Randall Benson

ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange.

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To place orders or to request a free copy of the ASQ Quality Press Publications Catalog, including ASQ membership information, call 800-248-1946. Visit our Web site at www.asq.org or http://qualitypress.asq.org.

Printed on acid-free paper

Dedicated to two great leaders who have spent their lives pursuing excellence:

K. V. Kamath Managing Director and CEO of ICICI Bank and Sanjiv Kerkar Senior General Manager at ICICI Bank.

Thanks for allowing me to develop and implement my ideas on quality.

Table of Contents

List of Figures, Tables, and Exhibits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 1

Chapter 2

Chapter 3

Chapter 4

5S Demystified . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What Is 5S? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Why Should You Implement 5S? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The First Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Benefits of 5S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5S and Participation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Prerequisites for Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Begin with the End in Mind . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Are You Clear on Why You Are Implementing 5S? . . . . . . . . . . . . . . Leadership Commitment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Big Picture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Deployment Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1: Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 2: Systematic Arrangement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 3: Spick-and-Span . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 4: Standardization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 5: Self-Discipline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Enablers for Sustentation, Measures of Performance, and Approach to Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Structures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . People . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

vii

x xii xiii

1 1 2 2 2 4

5 5 6 6 8

9 9 25 46 48 51

53 54 56 57

viii

Table of Contents

Appendix C

Appendix D

112

114

113

109

105

Appendix F

108

106

Ownership Matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Key Label . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Blue Tag Register—Review Format

Blue Tag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Tray Label . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Appendix G

Appendix H

File Label—Flat Files and Registers

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . .

Appendices (also on accompanying CDROM)

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

104

107

110

Challenges in Deployment and Root Causes of Workplace Disorganization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Managing Implementation Milestones . . . . . . . . . . . . . . . . . . . . . . . . Managing Resistance to Deployment . . . . . . . . . . . . . . . . . . . . . . . . . Signs of 5S Derailment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Root Cause of Workplace Disorganization . . . . . . . . . . . . . . . . . . . . . 5S and Process Bottleneck . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Next Wave of 5S Blitz . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Beyond 5S Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5S Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

File Label—Box Files

Appendix A

91 91 92 93 94 97 97 97

Appendix E

Period Sticker

Kanban Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Blue Tag Register

Master Index

Location Index

Appendix K

Appendix L

Appendix I

Appendix J

68 70 73

103

Certification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Difference between Level 1 and Level 2 Certified Workplaces . . . . Sustentation Prerequisites to Be Met Prior to Audits . . . . . . . . . . . . 5S Audit Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

102

Chapter 5

79 80 81 81

Appendix B

Chapter 6

Table of Contents

Appendix M NeedWant Matrix—Deployment . . . . . . . . . . . . . . . . . . . . . . . . . .

Appendix N

Appendix O

Appendix P

NeedWant Matrix

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Autonomous Maintenance Calendar

. . . . . . . . . . . . . . . . . . . . . . . .

Bin Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Further Reading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

ix

115

116

117

118

119 122 125