

The value of trust was perfectly demonstrated in a Lean deployment project to rollout Standard Work (SW) for a key manufacturing process. The intent was to replace our existing standard operating procedure with a SW document to reduce variability, eliminate waste and provide a foundation for further improvement. The proposal sounded good to everyone on the management team and it was agreed that a SW document would be rolled out for the key manufacturing process within 30 days. Now let us fast forward 11 months, where the SW for the process finally gets implemented (correctly)! The details that follow are from the project team’s debriefing sessions, as we determined the causes for the extreme delay. I find the documenting of our findings to be therapeutic. It occurred to me that others must have experienced similar issues and that perhaps the reading of this piece will serve as the basis for some group therapy! The Project BeginsĪt the time of the project launch, the Production Manager was the most knowledgeable team member about the process under question, from historical and technical perspectives. He also had a good understanding of the capabilities of his department staff – a dozen operators on four separate teams who worked on alternating shifts. All scheduling and updates were coordinated and approved by the Manager, making him a true Process Owner from a project definition perspective. When the project team was assembled, the Production Manager was an easy choice to be the Process Owner. As taught in project management and implementation best practices: “If you don’t have the Process Owner on board, you don’t have anything.” After getting buy-in from the Production Manager, the remainder of the project team was assembled from key representatives from aligned departments.

The users (operators) also were selected to participate on the team.

Excluding Key StakeholdersĪlthough the Production Manager was on board with the project, he was adamantly opposed to including the operators on the team. His proposed approach was to take care of establishing the SW procedure himself and then roll out the document to the operators. He assumed that bringing the operators into the process would complicate matters by creating confusion with the added opinions and preferences. The rest of the project team believed that engaging the operators, understanding their needs, extracting their ideas and facilitating the approach to consistency were the way to gain the support of the users – key stakeholders in the process. The Production Manager instead believed that the users would adopt the new SW approach through deployment and training.
