Content: Applying Value Stream Mapping to Information ManagementApplying Value Stream Mapping to Office and Service ProcessesPurpose of the Case StudyGetting Started: Mapping Office and Service Value StreamsUnderstanding Value Stream Mapping BasicsGetting Started: Scoping the Selected Value Stream and Choosing the Mapping TeamIdentifying Office and Service WasteDetermining Value from Waste in Office and Service ActivitiesIntroduction to the Quick Loan Bank Case StudyScopingAssessing the Current StateStep 1: Document Customer Information and NeedsStep 2: Identify the Main Processes (in Order)Step 3: Select Process MetricsQuick Loan Bank Current StateDrawing the Current State MapStep 1: Document Customer Information and NeedsStep 2: Identify the Main Process Boxes (in Order)Step 3: Select Process MetricsStep 4: Perform Value Stream Walk-Through, Fill In Data BoxesStep 5: Establish How Each Process Prioritizes WorkStep 6: Calculate the System Metrics for the Value StreamStep 7: Socialize the Current State MapDesigning a Future StateQuestion 1: What Does the Customer Really Need?Question 2: Which Steps Create Value and Which Generate Waste?Question 3: How Can Work Flow with Fewer Interruptions?Question 4: How Will Interruptions in the Flow Be Controlled?Question 5: How Will the Workload and/or Activities Be Leveled?Question 6: How Will We Manage the New Process?Question 7: What Process Improvements Will Be Necessary to Achieve the Future State? Quick Loan Bank Future StateWhat Does the Customer Really Need?Which Steps Create Value and Which Generate Waste?How Can Work Flow with Fewer Interruptions?How Will Interruptions in the Flow Be Controlled?How Will the Workload and/or Activities Be Leveled?How Will We Manage the New Process?What Process Improvements Will Be Necessary to Achieve the Future State?Achieving the Future StateTie the Value Stream Design to the Company's Business ObjectivesIdentify "Chunks" in the Future State and PrioritizeDevelop a Plan to Implement the Envisioned Future State for Each ChunkSharing with the OrganizationLet the Experiments Begin!Leading in the Future StateUsing the PDCA ModelThe Role of Leader Standard WorkBuilding the Thinking Muscles through Humble InquiryVisual Management: Creating a Focal Point for the Management SystemExamples of Tiered MetricsSummaryAppendix I: Suggested ReadingAppendix II: Demand RateIndex