1.
Value Stream Map (VSM) Table
Step Description Process Time (PT) Waiting Time (WT)
1 Client provides profile info 10 min 0
2 Wait for account approval 0 12 hours
3 System sends confirmation email 1 min 0
4 Email sits in inbox 0 12 hours
5 Client confirms account 1 min 0
6 Client submits project request 1 hr 0
7 Request waits for assignment 0 12 hrs
8 Company's Sr Account Manager 1 min 0
looks at the pending requests every
day and assign it to one of the
account manager
9 Wait for account manager review 0 12 hrs
10 Account manager contacts the client 30 min 0
to set up a meeting to get
requirements
11 Client and Account Manager waiting 0 72 hrs
for the meeting
12 Account Manager and Client meet to 4hrs 0
outline requirements
13 Account Manager puts the request 0 24hrs
in queue to document
14 Account Manager writes up 30min 0
requirement and sends this
information to Company's Solution
Architect
15 Wait for Solution Architect 0 48 hrs
16 Architect provides feedback 1 hr 0
17 Solution Architect feedback waiting 0 24 hrs
to be read by Account Manager
18 Account Manager sets up another 30 min 0
meeting with Client to discuss
architecture and timeline
19 Client and Account Manager waiting 0 72 hrs
for the meeting
20 Account Manager and Client meet to 1hr 0
approve architecture
21 Send to development queue 30 min 0
22 Wait in development queue 0 120 hrs
23 Development completes 72 hrs 0
24 Wait in testing queue 0 120hrs
25 Testing team tests/release 24 hrs 0
26 Wait for Account mgr to send 0 12 hrs
27 Account mgr sends deliverables 10 min 0
28 Client uses the deliverables 0 0
2. Process Cycle Efficiency (PCE) Calculation
- **Value-Added Time (PT):**
- Steps: 10 min (0.167 hr), 1 min (0.017 hr), 1 min (0.017 hr), 1 hr, 1 min (0.017 hr), 30 min
(0.5 hr), 4 hr, 30 min (0.5 hr), 1 hr, 30 min (0.5 hr), 1 hr, 30 min (0.5 hr), 72 hr, 24 hr, 10 min
(0.167 hr)
- **Total Value-Added Time:** 106.385 hrs
- **Total Waiting Time (WT):**
- Steps: 12 hr, 12 hr, 12 hr, 12 hr, 72 hr, 24 hr, 48 hr, 24 hr, 72 hr, 120 hr, 120 hr, 12 hr
- **Total Waiting Time:** 572 hrs
- **Total Lead Time:**
- 106.385 hrs (PT) + 572 hrs (WT) = **678.385 hrs**
- **Process Cycle Efficiency (PCE):**
- PCE = Value-Added Time / Total Lead Time
- PCE = 106.385 / 678.385 ≈ **15.7%**
3. Improvement Recommendations
**Main Bottlenecks and Causes:**
- Long waits for approvals, emails, assignments, meetings, and queues.
- Large development and testing queues (120 hrs each).
- Delays between meetings and communication.
**Suggested Improvements:**
1. **Automate Account Approval & Notifications:**
- Reduce manual approval, automate email confirmations.
2. **Resource Pooling for Assignments:**
- Assign requests immediately, not in daily batches.
3. **Dynamic Scheduling:**
- Use scheduling tools to minimize meeting wait times.
4. **Parallel Processing:**
- Allow some documentation and review steps to overlap.
5. **Reduce Queue Times:**
- Increase resources or optimize workflow to shorten development/testing queues.
6. **Immediate Communications:**
- Use instant notifications for critical steps.
7. **Lean Meetings:**
- Combine meetings and use collaborative tools to reduce meeting time.
8. **Continuous Flow:**
- Adopt Kanban or similar methodologies to improve workflow.
4. Summary Table
Metric Value
Value-Added Time 106.4 hrs
Total Lead Time 678.4 hrs
Process Cycle Efficiency 15.7%