03 Nov Visual Management applied in Human Resources
Of course, Lean can be applied anywhere – and not just operations. All departments have customers and all teams can focus on delivering the right value with the best quality within their means.
The Business Problem
The HR department delivered common HR services, such as Contract creation and modifications, Work certification issuance, Benefits management, etc.
We run a workshop with them, after having undertaken a Voice of the Customer exercise, in order to establish SLAs for each service, as customer’s expectations were different depending on what service was being delivered.
Aftter the workshop we decided to support the new Lean service-oriented way of working with a Day Board to manage all services in a visual manner.
The Day Board implemented had a line per service, with the possibility of amending the SLAs at any moment, and the potential of knowing exactly how many customer demands were being handled at the same time per service. We also included an Urgent/Ad-hoc line, with a Velocity or Limit self-regulated by the team according to their workload. We also took the chance to incorporate Problem and Improvement boxes to introduce a Continuous Improvement culture in the team. The final board looked like this: