Lean process

Project Charter

Project Charter
Problem Statement					Business Case & Benefits
The Problem Statement should address these questions: What is wrong, not working and not meeting our customer’s needs? When and where do the problems occur? What is the frequency of the problem? What’s the impact of the problem on our customers/business or employees? What is the financial impact of the project and/or problem?					The Business Case should address these questions: Why is this project worth doing? Why is it important to do now? What are the consequences of not doing this project? How does it fit in with business initiatives and targets?
Goal Statement					Timeline
[increase/Decrease] [Unit] from a baseline of [baseline] to a target of [goal level] by [date projected to reach target level]					Phase	Planned Completion Date		Actual
					Define:
					Measure:
					Analyze:
					Improve:
					Control:
Scope - First/Last and In/Out					Team Members
1st Process Step					Position	Person	Title	% of Time
Last Process Step					Team Lead
					Sponsor
In Scope:					Team Member
					Team Member
Out of Scope:					Team Member
					Team Member

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Example 1

Project Charter
Lunch Order Cycle Time
Problem Statement					Business Case & Benefits
In the last 3 months we have been receiving customer complaints about how long the food is taking to be delivered during lunch time. Current cycle time average is 28 minutes. If this continues we may lose our business customers who are on a tighter vacation schedule than our vacationers. We could lose revenue.					Cycle Time improvement in our food orders for lunch would result in an enhanced client experience. Cycle time improvement could also translate into monetary benefits because we may turn tables quicker and seat more customers, which will increase revenue.
Goal Statement					Timeline
Reduce the average time to deliver entrees from an average of 28 minutes to 20 minutes or less by May 10th					Phase	Planned Completion Date		Actual
					Define:	January 14th		January 18th
					Measure:	January 30th		March 10th
					Analyze:	April 10th		April 12th
					Improve:	May 10th		May 12th
					Control:	June 4th		June 20th
Scope In/Out					Team Members
1st Process Step	Customer arrives or calls				Position	Person	Title	% of Time
Last Process Step	Deliver order (or pickup)				Team Lead	Elisabeth	Shift Manager	20%
					Sponsor	Julian	Owner	20%
In Scope:	Food items served, process steps, length of cook time, reallocation of staff resources				Team Member	Scott	Chef	15%
Out of Scope:	System upgrades and additional hiring, vendor processes and food delivery schedules.				Team Member	Tracy	Server	15%
					Team Member	Sean	Busboy	15%

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Example 2

Project Charter
Pick-up Order Cycle Time
Problem Statement					Business Case & Benefits
The current total lead time for pick-up orders is an average of 27 minutes. This results in customer complaints and limits the capacity for fulfilling orders.					Cycle time improvement for pick-up orders will result in an enhanced client experience. Cycle Time improvement could translate into monetary benefits because we will be seen as a more consistent and reliable pick-up option, which could increase customer retention and revenue. This aligns with our mission of providing a tasty slice of island life.
Goal Statement					Timeline
Reduce the pick-up order lead time from average of 27 minutes to an average of 20 minutes by the end of Q2 of this year					Phase	Planned Completion Date		Actual
					Define:	2-Mar
					Measure:	22-Mar
					Analyze:	13-Apr
					Improve:	30-May
					Control:	22-Jun
Scope In/Out					Team Members
1st Process Step	Customer places an order for pick-up				Position	Person	Title	% of Time
Last Process Step	Customer picks up the order at the location				Team Lead	Wesley	Black Belt Candidate	20%
					Sponsor	Elisabeth	Manager	20%
In:	No new staff or technologies				Team Member	Julie	Processor	15%
Out:	Job descriptions, layout, process steps				Team Member	Tracy	Waitress	15%
					Team Member	Scott	Chef	15%
					Team Member	Julius	Technician	15%

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