Value Stream Management for Lean Healthcare ISE 468 ETM 568 Spring 2017 Dr. Burtner Lean Six Sigma Terminology SOURCES: Minitab 15 Help Guide The Lean Healthcare Pocket Guide XL (2008) Authors: Debra Hadfield, RN MSN and Shelagh Holmes, RN Value Stream Management for Lean Healthcare (2009) Authors: Don Tapping, Sue Kozlowski , Laura Archbold , and Todd Sperl

Lean Six Sigma Terms 1 Voice of the Customer (VOC) Internal customer, external customer 5S 5 Whys Cause and Effect Diagram Histogram Flowchart Check sheet Six Sigma Spaghetti Diagram Standard Work Spring 2017 ISE 468 ETM 568 Dr. Joan Burtner

Lean Six Sigma Terms 2 JCAHO JIT FIFO PDCA DMAIC Balanced Scorecard Continuous flow Cycle time, Takt time Document tagging Current state map, Future state map Root cause , RCA Upstream, downstream Value stream, value stream map Spring 2017 ISE 468 ETM 568 Dr. Joan Burtner

Lean Six Sigma Terms 3 Kaizen, kaizen blitz Kanban Leveling, line-balancing Mistake proofing (poka-yoke) Observation guide Pareto chart Process, Process map Queue time Visual control Waste, waste walk, waste audit Work load balancing Spring 2017 ISE 468 ETM 568 Dr. Joan Burtner

VSM Text Glossary Definitions 1 Spaghetti diagram – standard symbols used to trace the path of a part, document (electronic), person or service through all its phases ****INCORRECT**** See Text pages 113, 277 Flow chart -- Standard symbols used to visually represent a type of operation, process, and/or a set of tasks to be performed. Synonymous with process map See Text page 109 Process map – Standard symbols used to represent a process in detail. It will provide a detailed visual listing of all the major and sub-steps in a process See Text page 114 Value stream map – A visual representation of the material, work, and information flow, as well as the queue times between processes for a specific customer demand See Text pages 99, 100,102, 103, 106, 107 Spring 2017 ISE 468 ETM 568 Dr. Joan Burtner

VSM Text Glossary Definitions 2 Root cause – the origin or source of the problem Root Cause Analysis (RCA) Quality tools such as Brainstorming, Cause and Effect Diagram, and 5 Why Analysis can be used to help understand the root cause of the waste (Page 147) Cause and Effect Diagram – a visual representation of the various factors affecting a process Fishbone Diagram – Same as Cause and Effect Diagram Ishikawa Diagram - Cause/Effect Diagram (See Text page 150) Upstream Downstream Process flow Spring 2017 ISE 468 ETM 568 Dr. Joan Burtner