How do you design a pull system for a complex service process?

1 Define the value stream

The first step to design a pull system is to map the value stream, which is the sequence of activities that deliver value to the customer. A value stream map (VSM) is a visual tool that shows the flow of information and materials, the process steps, the cycle times, the waiting times, the inventory levels, and the value-added and non-value-added activities. A VSM helps to identify the sources of waste and variation, and to determine the current state of the process. To create a VSM, you need to collect data from the process, such as the number of customers, the demand rate, the service time, the capacity, the quality, and the customer satisfaction.

2 Identify the pull signals

The next step is to identify the pull signals, which are the triggers that initiate the production or delivery of a service. A pull signal can be a physical or digital indicator, such as a card, a flag, a barcode, a message, or a request. A pull signal communicates the information about the customer demand, the availability of resources, and the status of the process. A pull signal can be generated by the customer, by the downstream process, or by the upstream process. For example, a customer may place an order online, a nurse may request a lab test for a patient, or a developer may request a code review from a peer.

4 Align the capacity and demand

The fourth step is to align the capacity and demand, which are the measures of how much work can be done and how much work is needed in the process. The capacity and demand can vary depending on the factors such as the skills, the resources, the technology, the quality, the customer preferences, and the market conditions. The goal is to balance the capacity and demand, so that there is no overcapacity or undercapacity, and no over-demand or under-demand. To achieve this balance, you need to analyze the data from the VSM and the pull signals, and adjust the capacity and demand accordingly. For example, you may increase or decrease the staff, cross-train the workers, automate or simplify the tasks, standardize or customize the services, or segment or diversify the customers.

5 Monitor and control the performance

The final step is to monitor and control the performance, which is the evaluation of how well the pull system is working and delivering value to the customer. The performance can be measured by using indicators such as the throughput, the cycle time, the lead time, the inventory level, the defect rate, the customer satisfaction, and the profitability. The performance can be monitored by using tools such as dashboards, charts, graphs, reports, or audits. The performance can be controlled by using methods such as feedback loops, problem-solving techniques, continuous improvement initiatives, or corrective actions. For example, you may collect and analyze data from the pull signals and the pull mechanisms, identify and eliminate root causes of issues, implement and test solutions, or review and update policies and procedures.