{"id":8217,"date":"2014-10-06T00:00:00","date_gmt":"2014-10-05T22:00:00","guid":{"rendered":"https:\/\/blogmanutan.com\/general\/kaizen-blitz-efficacite-service-client\/"},"modified":"2019-05-15T15:50:53","modified_gmt":"2019-05-15T13:50:53","slug":"kaizen-blitz-efficacite-service-client","status":"publish","type":"post","link":"https:\/\/blogmanutan.com\/fr-fr\/methode-travail\/kaizen-blitz-efficacite-service-client\/","title":{"rendered":"Kaizen blitz : 3 jours pour booster l&rsquo;efficacit\u00e9 au service du client"},"content":{"rendered":"<p><em>\u00ab C\u2019est un v\u00e9ritable changement culturel ! \u00bb<\/em> s\u2019enthousiasme V\u00e9ronique Pageot, \u00ab ceinture noire \u00bb de la formation Lean Six Sigma, m\u00e9thode d\u2019am\u00e9lioration continue mise en place dans de multiples entreprises de tous secteurs d\u2019activit\u00e9.<\/p>\n<p>\u00c0 partir des propos de V\u00e9ronique PAGEOT Directrice Financi\u00e8re<\/p>\n\n<p><em><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-1211 \" src=\"https:\/\/blogmanutan.com\/wp-content\/uploads\/sites\/14\/2014\/10\/visuel2_articleKaizen_connect4.jpg\" alt=\"visuel2_articleKaizen_connect4\" width=\"226\" height=\"214\" \/>\u00ab Ce qu\u2019on demande aux collaborateurs, c\u2019est simplement qu\u2019ils se posent des questions : Pourquoi je fais \u00e7a ? Quels sont les besoins de mon client ? Comment faire pour am\u00e9liorer mon process et r\u00e9pondre \u00e0 ces besoins d\u2019une mani\u00e8re simple et efficace ? \u00bb<\/em><\/p>\n<p>Cette formation est en fait la partie p\u00e9dagogique d\u2019un syst\u00e8me d\u2019organisation du travail d\u00e9velopp\u00e9 depuis les ann\u00e9es 70, d\u2019abord au Japon, puis dans le monde entier. Il consiste \u00e0 mettre \u00e0 contribution l\u2019ensemble des acteurs d\u2019un process pour \u00e9liminer les gaspillages : tout ce qui r\u00e9duit l\u2019efficacit\u00e9 et la performance de l\u2019unit\u00e9 de production ou de l\u2019entreprise tout enti\u00e8re. C\u2019est pourquoi ce syst\u00e8me s\u2019appuie avant tout sur une forte implication des salari\u00e9s concern\u00e9s pour trouver les id\u00e9es, les moyens et les outils d\u2019am\u00e9lioration continue dans tous les secteurs de l\u2019entreprise.<\/p>\n\n\n\n<hr \/>\n\n<blockquote><p><strong>LES 5 \u00c9TAPES DU PROCESSUS :<\/strong><\/p><\/blockquote>\n<ol>\n<li>\n<blockquote><p>Je d\u00e9finis mon probl\u00e8me (par rapport aux besoins de mes clients),<\/p><\/blockquote>\n<\/li>\n<li>\n<blockquote><p>Je mesure l\u2019ampleur de mon probl\u00e8me (je cartographie mon process et je le compl\u00e8te avec des statistiques, des d\u00e9lais),<\/p><\/blockquote>\n<\/li>\n<li>\n<blockquote><p>J\u2019analyse les causes des dysfonctionnements,<\/p><\/blockquote>\n<\/li>\n<li>\n<blockquote><p>Je d\u00e9finis les solutions en rupture qui peuvent \u00eatre apport\u00e9es,<\/p><\/blockquote>\n<\/li>\n<li>\n<blockquote><p>Je d\u00e9ploie et le p\u00e9rennise mon process dans le temps.<\/p><\/blockquote>\n<\/li>\n<\/ol>\n<hr \/>\n\n<h2>Strat\u00e9gie d\u2019am\u00e9liorations concr\u00e8tes<\/h2>\n<p><em><img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-1212 size-full\" src=\"https:\/\/blogmanutan.com\/wp-content\/uploads\/sites\/14\/2014\/10\/visuel1_articleKaizen_connect4.jpg\" alt=\"visuel1_articleKaizen_connect4\" width=\"300\" height=\"200\" \/>\u00ab On fait participer les collaborateurs, parce qu\u2019ils sont au coeur des sujets \u00bb<\/em>, pr\u00e9cise V\u00e9ronique. <em>\u00ab Aujourd\u2019hui, nous sommes pollu\u00e9s de t\u00e2ches \u00e0 non-valeur ajout\u00e9e, mais on ne s\u2019en rend absolument pas compte. Il est grand temps de lever la t\u00eate pour agir. \u00bb<\/em><\/p>\n<p>Optimisation des secteurs productifs, du d\u00e9veloppement des nouveaux produits et des secteurs administratifs et financiers\u2026 Le Lean management concerne tous les domaines de l\u2019entreprise, productifs et non productifs. Il est fond\u00e9 sur une strat\u00e9gie d\u2019am\u00e9liorations concr\u00e8tes, simples et peu co\u00fbteuses, appel\u00e9 Kaizen (\u6539\u5584), fusion des deux mots japonais kai et zen qui signifient respectivement \u00ab changement \u00bb et \u00ab bon \u00bb. <em>\u00ab La m\u00e9thode est divis\u00e9e en plusieurs \u00e9tapes. Nous identifions tout d\u2019abord la souffrance : quelle est ma douleur dans mon process actuel. On peut travailler sur les d\u00e9lais de prise en charge d\u2019une commande, par exemple. Il existe un process appell\u00e9 Kaizen Blitz, une synth\u00e8se de la m\u00e9thode, sous trois jours. On l\u2019applique pour des process simples, qui impliquent deux ou trois services\u2026 \u00bb<\/em><\/p>\n<h2>Analyser les causes et trouver ensemble les solutions<\/h2>\n<p>La priorit\u00e9, c\u2019est de cartographier le process, \u00e9tape par \u00e9tape avec tous ses d\u00e9tails et ses d\u00e9lais. Les \u00e9quipes sont souvent \u00e9tonn\u00e9es de constater de visu la complexit\u00e9 et les pertes de temps inh\u00e9rentes \u00e0 des processus qu\u2019ils utilisent pourtant au quotidien. Puis on cherche les causes des dysfonctionnements. Il existe pour cela une m\u00e9thode appel\u00e9e Les 5 Pourquoi, qui permet de conna\u00eetre les causes profondes des probl\u00e8mes.<\/p>\n<h2>Ancrer et p\u00e9renniser la m\u00e9thode<\/h2>\n<p><strong>Caract\u00e9ristique principale du Kaizen Blitz<\/strong> : le fun. Des jeux, des vid\u00e9os, des post-it, des fl\u00e8ches, une grande salle a\u00e9r\u00e9e avec des paper-boards, des feutres de toutes les couleurs, de l\u2019espace pour se sentir libre de bouger dans la salle. L\u2019avantage principal du Kaizen Blitz : d\u00e8s le lendemain matin, on peut mettre en place le nouveau process et analyser son impact. Bien s\u00fbr, \u00e7a ne se limite pas \u00e0 un projet de trois jours, c\u2019est une am\u00e9lioration au quotidien. Elle est accompagn\u00e9e dans le suivi par du management visuel. Des tableaux sont install\u00e9s le matin sur l\u2019activit\u00e9 pour ancrer la m\u00e9thode et faire un suivi de la performance.<em> \u00ab Et l\u2019\u00e9quipe est dans la d\u00e9marche de se poser des questions. On est dans une nouvelle approche \u201cAh oui, je peux faire autrement\u201d. \u00bb<\/em><\/p>\n\n<p style=\"text-align: center;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-1142\" src=\"https:\/\/blogmanutan.com\/wp-content\/uploads\/sites\/14\/2014\/10\/produit1Kaizen_connect4-259x300.jpg\" alt=\"produit1Kaizen_connect4\" width=\"259\" height=\"300\" \/>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-1143\" src=\"https:\/\/blogmanutan.com\/wp-content\/uploads\/sites\/14\/2014\/10\/produit2Kaizen_connect4.jpg\" alt=\"produit2Kaizen_connect4\" width=\"300\" height=\"217\" \/>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-1144\" src=\"https:\/\/blogmanutan.com\/wp-content\/uploads\/sites\/14\/2014\/10\/produit3Kaizen_connect4-282x300.jpg\" alt=\"produit3Kaizen_connect4\" width=\"282\" height=\"300\" \/><\/p>\n<p style=\"text-align: left;\">Chevalet mobile Variant blanc\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Bloc Post-it 100F\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Set de 50 chemises en carton<br \/>\nH. Max 200 cm \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a076 mm X 76 mm\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Ref : 1126-1067<br \/>\nRef : 2004-20547\u00a0\u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0 \u00a0Ref : 1247-339<\/p>\n<p style=\"text-align: left;\">&gt; <a href=\"http:\/\/www.manutan.fr\/webapp\/wcs\/stores\/servlet\/CategoryDisplay?searchTerm=post+it&amp;langId=-2&amp;storeId=715830788&amp;catalogId=3074457345616668970&amp;identifier=SEARCHCGRY&amp;logonMode=0&amp;categorySelect=\" target=\"_blank\" rel=\"noopener\">Commander<\/a>\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0&gt;\u00a0<a href=\"http:\/\/www.manutan.fr\/webapp\/wcs\/stores\/servlet\/CategoryDisplay?searchTerm=chemises+en+carton&amp;langId=-2&amp;storeId=715830788&amp;catalogId=3074457345616668970&amp;identifier=SEARCHCGRY&amp;logonMode=0&amp;categorySelect=\" target=\"_blank\" rel=\"noopener\">Commander\u00a0<\/a> \u00a0\u00a0\u00a0\u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0\u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0 \u00a0\u00a0<a href=\"http:\/\/www.manutan.fr\/webapp\/wcs\/stores\/servlet\/CategoryDisplay?searchTerm=post+it&amp;langId=-2&amp;storeId=715830788&amp;catalogId=3074457345616668970&amp;identifier=SEARCHCGRY&amp;logonMode=0&amp;categorySelect=\" target=\"_blank\" rel=\"noopener\">&gt;\u00a0<\/a><a href=\"http:\/\/www.manutan.fr\/webapp\/wcs\/stores\/servlet\/CategoryDisplay?searchTerm=chevalet+mobile&amp;langId=-2&amp;storeId=715830788&amp;catalogId=3074457345616668970&amp;identifier=SEARCHCGRY&amp;logonMode=0&amp;categorySelect=\" target=\"_blank\" rel=\"noopener\">Commander<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00ab C\u2019est un v\u00e9ritable changement culturel ! \u00bb s\u2019enthousiasme V\u00e9ronique Pageot, \u00ab ceinture noire \u00bb de la formation Lean Six [&hellip;]<\/p>\n","protected":false},"author":54,"featured_media":8218,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1820],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.7 - 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