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IC Excel Basic Value Stream Map Template Example 12158

The document presents a Value Stream Map (VSM) for the Customer Support Process, detailing the steps from customer contact to feedback, with associated lead and process times. It identifies bottlenecks in issue assignment and resolution, recommending automation for efficiency. Additionally, it includes a template for creating custom VSMs, emphasizing that provided resources are for reference only and come with no guarantees of accuracy.

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Zayene Khmais
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63 views7 pages

IC Excel Basic Value Stream Map Template Example 12158

The document presents a Value Stream Map (VSM) for the Customer Support Process, detailing the steps from customer contact to feedback, with associated lead and process times. It identifies bottlenecks in issue assignment and resolution, recommending automation for efficiency. Additionally, it includes a template for creating custom VSMs, emphasizing that provided resources are for reference only and come with no guarantees of accuracy.

Uploaded by

Zayene Khmais
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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Excel Basic Value Stream Map Template Example

TITLE: Customer Support Process VSM

PROCESS STEPS

Supplier
Customer

Customer Contact Issue Logging Issue Categorization Issue Assignment Resolution Customer Feedback

Activity: Issue is
Activity: Agent
Activity: Customer Activity: Agent logs the assigned to the Activity: Agent follows
categorizes the issue Activity: Specialist
initiates contact via issue in the support appropriate department up for customer
based on type and resolves the issue.
phone, email, or chat. system. or specialist. feedback.
severity. LT: 1 hour
LT: 5 minutes LT: 3 minutes LT: 5 minutes LT: 10 minutes
LT: 4 minutes PT: 45 minutes
PT: 2 minutes PT: 2 minutes PT: 2 minutes PT: 5 minutes
PT: 3 minutes Resources: Specialist,
Resources: Customer Resources: Support Resources: Support Resources: Customer
Resources: Support support tools
support agent software agent, routing system support agent
agent
wai wai wai wai wai
wait
t t t t t

process time process time process time process time process time process time

TOTAL LEAD TIME: 1 hour 27 minutes


TOTAL CYCLE TIME: 59 minutes

NOTES

Bottlenecks: Issue assignment and resolution stages often face delays.

Recommendations: Implement automated issue categorization and assignment to reduce lead times.
Excel Basic Value Stream Map Template

TITLE: Name

PROCESS STEPS
Copy and paste icons from the VSM Icons for Use
Tab to create your own VSM.

For descriptio

Copy and pas

TOTAL LEAD TIME: 0 hours 00 minutes


TOTAL CYCLE TIME: 0 hours 00 minutes

NOTES

Bottlenecks: Description

Recommendations: Description
Copy and paste the icons
below to create your own VSM.
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