Value Stream Mapping

Value stream mapping draws the end-to-end flow from a trigger, such as a customer request, to delivery. For each step it records processing time and waiting time, and it separates activities that add value from those that do not. The map shows where work waits, is reworked or is handed off. Teams then draw a future-state map showing the improved flow and choose changes to reach it. The technique comes from lean manufacturing but is used in software, service and administrative processes. Example: A support team maps how a customer request moves from submission to resolution. The map shows 20 minutes of actual work but four days of waiting between hand-offs. The team redesigns routing to remove two hand-offs and reduce waiting. VSM turns opinions about delay into evidence. It is most useful when the whole team helps draw it.