About this Presentation
Many service processes suffer from long overall lead times which result in reduced throughput, high work in process (WIP) and low customer satisfaction. We found that in most cases these processes have individual service level agreement (SLA) targets for each step of the process. It looks as if giving each department the responsibility for meeting its own SLA target is a good idea. But in reality the duration of steps in each department were never shorter than the required SLA and in most cases even longer though the actual touch labor duration is usually very short. We introduced the notion of 'Superzouf' in several service processes by setting only one global SLA for the whole process and aggressively reducing the amount of WIP in each department. Within several months the overall lead times of these processes were trimmed by more than 80% with subsequent improvement in customer satisfaction. A structured method for reaching this goal is described.
What Will You Learn
To help you get the most value from this session, we’ve highlighted a few key points. These takeaways capture the main ideas and practical insights from the presentation, making it easier for you to review, reflect, and apply what you’ve learned.
Instructor(s)
Boaz Ronen
Boaz Ronen is a Professor Emeritus of Technology Management and Value Creation at Tel Aviv University, The Coller School of Management. He holds a B.Sc. in Electronics Engineering, an M.Sc. and Ph.D in Business Administration. Prior to his academic career, he worked for over 10 years in the Israeli Hi-Tech industry. He has consulted to numerous corporations, healthcare organizations and government agencies worldwide. He was a visiting professor at the schools of business of leading universities worldwide. Prof. Ronen has published over 100 papers in leading academic and professional journals, and co-authored four books on Value Creation, TOC, Focused Management, Health Care management, Costing and Pricing and Decision Making. In 2012 his work "Justice in Time: Applying TOC to Law Courts Systems" (with Shimeon Pass and Shany Azaria) won the Dr. Eliyau M. Goldratt Foundation prize. In 2016 he was awarded by TOCICO for his life time achievement in recognition of significant contribution to the TOCICO community to advance the TOC body of knowledge. . He holds B.Sc. and M.Sc. in Chemistry from the Technion, Haifa, and from the Weizmann Institute, Israel, and an MBA from Tel Aviv University, the Coller School of Management. Working in the past for IBM in the ERP group, Mr. Pass has also specialized in the implementation of advanced managerial methods to enterprise information systems. Mr. Pass specializes in applying Focused Management and TOC in R&D organizations and project management. His papers on value creation and performance improvement appeared in leading practitioners and academic journals. Oxford University Press published his book on healthcare management. His book, "Focused Management: Doing More with Existing Resources" was published by John Wiley & Sons. In 2012 his work "Justice In Time: Applying TOC to Law Courts Systems" (with Boaz Ronen and Shany Azaria) won the Dr. Eliyau M. Goldratt Foundation prize.
Ms Alka Wadhwa
Alka Wadhwa is an experienced consultant and process improvement expert with over 24 years of expertise in the Theory of Constraints (TOC), Lean Six Sigma, and organizational performance optimization. She has successfully led projects in healthcare, financial services, and manufacturing, driving significant improvements such as a 67% boost in hospital operations and a 140% increase in outpatient visits.
Previously, Alka Wadhwa spent 17+ years at GE Global Research Center, where she led initiatives to enhance various GE businesses through advanced technologies, process redesign, and system optimization. Founder of Better Solutions Consulting, LLC, she specializes in using TOC, Six Sigma, and data analytics to streamline operations and build high-performance teams.
Her work has earned her multiple accolades, including the Empire State Award of Excellence in healthcare.
Dr Gary Wadhwa
Dr. Gary Wadhwa is a Board Certified Oral & Maxillofacial Surgeon with extensive experience in the field. He completed his Oral & Maxillofacial Surgery training at Montefiore Hospital, Albert Einstein College of Medicine in Bronx, NY, and has served as an Attending at prestigious institutions like St. Peters Hospitals, Ellis Hospital, and Beth Israel Hospital in NY. With a career spanning over two decades, he was the former CEO and President of a group specialty practice in NY from 1994 to 2015. Dr. Wadhwa holds an MBA from UT at Knoxville, TN, and has undergone additional training in System Dynamics at MIT, Health System Management at Harvard Business School, and Entrepreneurship and healthcare innovations at Columbia Business School. Committed to expanding access to Oral & Maxillofacial Surgery care, he is currently engaged in a meaningful project to provide healthcare services to underserved populations in inner city and rural areas through non-profit Community Health Centers.