Lean Information Management Toolkit TOC

The Lean Information Management Toolkit ANDY Ibbitson (Executive editor) and ROBIN SMITH

Published by

In association with

The Lean Information Management Toolkit is published by Ark Group

UK/EUROPE OFFICE Ark Conferences Ltd Paulton House 8 Shepherdess Walk London N1 7LB United Kingdom Tel +44 (0)207 549 2500 Fax +44 (0)20 7324 2373 [email protected]

NORTH AMERICA OFFICE Ark Group Inc 4408 N. Rockwood Drive Suite 150 Peoria IL 61614 United States Tel +1 309 495 2853 Fax +1 309 495 2858 [email protected]

ASIA/PACIFIC OFFICE Ark Group Australia Pty Ltd Main Level 83 Walker Street North Sydney NSW 2060 Australia Tel +61 1300 550 662 Fax +61 1300 550 663 [email protected]

Editor Evie Serventi [email protected]

UK/Europe marketing enquiries Robyn Macé [email protected]

ISBN: 978-1-907787-65-2 (hard copy) 978-1-907787-66-9 (PDF)

Head of content Anna Shaw [email protected]

US marketing enquiries Daniel Smallwood [email protected]

Managing director Jennifer Guy [email protected]

Asia/Pacific marketing enquiries Steve Oesterreich [email protected]

The copyright of all material appearing within this publication is reserved by the author and Ark Conferences 2011. It may not be reproduced, duplicated or copied by any means without the prior written consent of the publisher.

Copyright

ARK1665

The Lean Information Management Toolkit ANDY Ibbitson (Executive editor) and ROBIN SMITH

Published by

In association with

Contents Executive summary.............................................................................................................VII About the author................................................................................................................IX About the executive editor...................................................................................................XI Acknowledgements...........................................................................................................XIII Part one: Understanding and implementing lean information management Chapter 1: Introduction to lean information management................................................... 3 The improvement imperative................................................................................................... 3 Information threat assessment................................................................................................. 4 Introducing the idea of lean.................................................................................................... 5 The orgins of lean.................................................................................................................. 6 Value to waste ratio............................................................................................................... 7 The further development of lean............................................................................................. 7 Five core lean themes............................................................................................................ 8 Understanding the lean workplace.......................................................................................... 9 Introducing LIM................................................................................................................... 10 The goal of LIM................................................................................................................... 11 Chapter 2: Lean information management concepts.......................................................... 13 Cui bono?.......................................................................................................................... 13 Beginning the journey…....................................................................................................... 14 Introducing the LIM framework.............................................................................................. 14 Components of LIM framework............................................................................................. 14 Tackling information waste.................................................................................................... 19 Total LIM framework............................................................................................................. 20 Chapter 3: LIM techniques................................................................................................ 21 Introducing LIM techniques................................................................................................... 21 Technique one: Pull versus push............................................................................................ 22 Technique two: Kanban........................................................................................................ 24 Technique three: 5S method................................................................................................. 25 Technique four: Value stream mapping (VSM)........................................................................ 26

III

Contents

Technique five: Visual management....................................................................................... 28 Technique six: Kaizen blitz..................................................................................................... 29 Technique seven: Cause and effect analysis........................................................................... 31 Blending the LIM techniques................................................................................................. 32 Chapter 4: LIM Projects..................................................................................................... 35 Achieving a lean workplace.................................................................................................. 36 Portfolio of LIM projects........................................................................................................ 36 Project one: Deploying pull/push review to assess policy requirements..................................... 36 Project two: Using kanban to develop information technology systems requirements.................. 37 Developing e-mail optimisation kanban................................................................................. 38 Project three: Deploying 5S to develop classification strategies................................................ 39 Lean insight five5. ................................................................................................................ 41 Project four: Improving information handling processes with value stream mapping.................. 42 Project five: Visual management to support performance management and knowledge sharing.43 Project six: Kaizen events to improve legacy content management........................................... 45 Project seven: Cause and effect analysis to produce strategic information risk assessment for improved business intelligence.............................................................................................. 46 LIM projects key success factors............................................................................................ 47 Chapter 5: Implementing LIM............................................................................................ 49 Managing change............................................................................................................... 49 Lean information and change management........................................................................... 50 Implementing a change management strategy....................................................................... 51 Interview with a lean implementation expert........................................................................... 52 Stage one: Plan................................................................................................................... 54 Stage two: Do..................................................................................................................... 55 Stage three: Check.............................................................................................................. 56 Stage four: Act.................................................................................................................... 56 Key definitions..................................................................................................................... 57 Lean master schedules......................................................................................................... 58 Critical success factors......................................................................................................... 59 Chapter 6: Lean information and performance management............................................ 61 Introducing lean performance management........................................................................... 62 LIM performance management process................................................................................. 62 Implementing a LIM performance strategy.............................................................................. 63 Tools supporting LIM performance management.................................................................... 64 Linking performance and benefits management...................................................................... 65 Chapter 7: Lean information and knowledge management............................................... 67 Knowledge management defined.......................................................................................... 67 The need for lean knowledge management........................................................................... 67 Exploding three LKM myths................................................................................................... 68

IV

The Lean Information Management Toolkit

Lean knowledge management techniques.............................................................................. 68 LKM skills and competencies................................................................................................. 70 Chapter 8: The improvement journey................................................................................ 71 Back to the beginning…....................................................................................................... 71 The future of LIM................................................................................................................. 71 Chapter 9: Final reflections from the executive editor........................................................ 73 Part two: Case studies Case study 1: Interview with UK Formula One design guru, Graham Swinton.................... 77 Lean design......................................................................................................................... 77 Case study 2: Lean Aerospace Initiative’s approach to information and knowledge assessment . ................................................................................................... 83 The history and development of lean..................................................................................... 83 Introduction of lean production and design............................................................................ 83 Lean Aerospace Initiative...................................................................................................... 84 Getting started – LESAT........................................................................................................ 85 Gap analysis results............................................................................................................. 85 Impact and results................................................................................................................ 86 Case study 3: St Andrews University’s total lean methodology and its impact on business information management.................................................................................................. 87 Context............................................................................................................................... 87 JISC information projects...................................................................................................... 87 Organisational context......................................................................................................... 88 Implementing lean within the organisation............................................................................. 89 Case study 4: Implementing 5S technique within a UK NHS acute trust as part of national strategy........................................................................................................... 93 Systematic change............................................................................................................... 93 NHS and the lean journey.................................................................................................... 93 Lean information strategy..................................................................................................... 94 Corporate information principles........................................................................................... 95 Introducing lean information technique – 5S.......................................................................... 96 Results and impact............................................................................................................... 96 NHS lean strategy................................................................................................................ 98 Part three: Appendices Appendix 1: Lean information management resources.................................................... 101

V

Contents

Appendix 2: Seven waste evaluation form template......................................................... 103 Appendix 3: 5S evaluation form template........................................................................ 107 Appendix 4: Kaizen blitz evaluation template.................................................................. 113 Appendix 5: Cause and effect diagram template............................................................. 115 Appendix 6: Improvement tracking template................................................................... 117 Appendix 7: Master schedule example............................................................................ 119 Index.............................................................................................................................. 121

VI

Executive summary The new reality for all organisations, whether public or private, is that all business processes need to be optimised. With the world economy contracting by three per cent in the next 18 months, every organisation must manage information as an asset throughout its operations and develop leaner information processes to deliver better intelligence. This will underpin the retention of competitive advantage during tough times. Added to the global economic depression there are a number of specific information risks and threats to organisational performance arising from the fact that: „„ The volume of information maintained is doubling every 18 months; „„ Forty per cent of professionals' time is spent trying to manage or repurpose unstructured data; and „„ Eighty per cent of this information is created and managed by individuals at the desktop.1 The days of accepting certain overheads arising from information management are over, from costly storage of paper records to poor intelligence development that limits collaboration and improvement. Information management and its practitioners across all industries must now become lean. Few information professionals have really embraced improvement as a way of life. This has to change.

But what is lean and why is it relevant? Lean is all about leveraging assets to gain the most value, a key activity in the current economic downturn. Lean is basically all about getting the right things, to the right place, at the right time, in the right quantity while minimising waste and being flexible and open to change. This is based on improving business flows whilst reducing costs arising from operations to a minimum level. For example, the inability to share business knowledge amongst information workers due to technical limitations within an organisation is a clear example of waste. This has profound implications for information professionals who are still struggling with risks and issues relating to information flows across departments and services. Lean information management (LIM) is the latest development that marries lean flow manufacturing process concepts with excellence in information and knowledge management practices. Separately both practices enable businesses to operate efficiently and effectively however when they are married together the results can be dramatic. At present information professionals struggle to deliver improvement using current techniques such as information auditing. Technology can merely mirror poorly functioning processes in a digital environment. LIM solves the conundrum of how to meet complex compliance requirements with the need to reduce costs and deliver improvement. LIM centres on

VII

Executive summary

using the minimum amount of resources – people, materials, and capital – to produce solutions and deliver them on time to customers. It is a team-based approach to identifying and eliminating waste through continuous improvement by flowing the product at the pull of the customer in pursuit of perfection. Introducing LIM allows progressive organisations to start taking control of paper and electronic information processes as well as enterprise information management. LIM draws on best practices from a range of sectors to create a new approach to raising the value and flow of business information and knowledge. The techniques integrate excellence in the capture and realisation of business information with innovative tools to enhance flow and value including visual management and rapid action reviews. This integrated techniques portfolio can offer information professionals new ways of tackling risks and threats that have impeded information strategy for many years. LIM also places a specific focus on value across an organisation, which information professionals have had little success in achieving to date. Value evidently has many dimensions but in the eyes of the customers, shareholders and stakeholders it can mean delivering processes and services that identify the value stream and eliminate waste. LIM can also provide information and support for the development of new products and services providing organisations with the opportunity to enter new markets. The aspiration of LIM is to deliver continuous improvement in pursuit of perfection in all activities. This report will provide a comprehensive guide to LIM, from assessing the organisation’s information process flows through the lean implementation process, to the end result of accessible, secure

VIII

business knowledge. The objective is to provide a complete techniques portfolio for implementation of LIM within any organisation that is struggling with rising costs during recessionary times. The report consists of two parts. Part One provides an overview of LIM concepts, methods and techniques, with a step-bystep process presented to help information professionals deliver projects that reduce costs and improve information flows. Part Two consists of four case studies from a range of international organisations, both public and private, which have addressed LIM in a diverse number of approaches. Finally, a series of appendices are provided to outline key resources and adaptable templates for information professionals to use as part of a LIM project. Reference 1. Woollacott, E., ‘Digital content doubles every 18 months’, TG Daily, 19 May 2009. For further information visit:www.tgdaily.com/ hardware-features/42499-digital-contentdoubles-every-18-months.

About the author Robin Smith is currently head of information governance for Northampton General Hospital. He has worked extensively in the UK police service as a senior information management change manager. He is an established writer, masterclass leader and lecturer in the development of the open information society. He also authored the information risk and intelligence model (IRIM). He is currently completing his PhD in information risk management following his innovative studies of the global banking crisis. Robin was formerly marketing director of the Information and Records Management Society UK and will shortly publish his new book, Blackout; the coming collapse of the digital society. He is also the author of Information Risk Management: Valuing, Protecting and Leveraging Business Information (Ark Group, 2009) and Digitising Records and Information Assets (Ark Group, 2010). Robin can be contacted at [email protected].

IX

About the executive editor Andy Ibbitson is currently business improvement director at Carillion Local Government Services based in the West Midlands. He has worked in a number of companies delivering improvement through lean and Six Sigma methodologies, including Jaguar Land Rover and the National Health Service. He holds an MBA and an MSc from Coventry University, and is a member of the Chartered Management Institute. Andy is currently leading on the delivery of major improvement programs for his present employer in the civil engineering sector using lean and Six Sigma. Andy can be contacted at [email protected] .

XI

Acknowledgements Certain material reproduced in this report is © Crown copyright. Andy Ibbitson would like to thank Robin Smith for his patience and enthusiasm, and his wife Tina for her constant encouragement. Robin Smith would like to thank Andy Ibbitson for his constant stream of great ideas and his wife Joy for her grace and support throughout this project.

XIII