accreditation| certification | community T HE B UCKINGHAM H OUSING R EPAIRS G AME P REVIEW
The Buckingham Housing Repairs Game was created by John Bicheno, Director of the Buckingham Lean Enterprise Unit and played extensively at LERC The version described in this preview has minor revisions on JB’s original though is essentially the same.
The game is suitable for introducing key Especially in operations, lean/CI principles and concepts to those delivery, planning functions working is service organisations It can be viewed as an alternative to games Eg games using Lego or that tend to simulate manufacturing Stickle bricks that mimic building physical products operations No prior knowledge of lean thinking is Timing depends on how required of players. many rounds are played It can take between 3 and 6 hours to play For 18, roles are doubled It requires a minimum of 9 players, with a up, plus discretionary roles maximum of 18 can be used
Eg in a council, housing Players simulate working in a housing repairs association or linked to an & maintenance (R&M) department insurance claims helpline. Each player(s) performs a specific role in the Eg call handler, scheduler, R&M department reconciler, operative etc They deploy resources to Their aim is to respond to requests for repair get the jobs done as and maintenance from householders efficiently as possible. Requests for work from customers cover Some jobs are classed as windows, plumbing, painting, heating, emergencies. roofing and electrical.
Lean/CI principles Aspects of Concept of the service quality value stream The game aims to Influence of Making illustrate improvements service level agreements through lean Destructive Different forms nature of failure of waste demand
A minute can be The game consists of 2 or 3 rounds, each considered to consisting of 15 minutes represent a day Each minute, requests for repairs are received by the call centre, which initiates the repair process
Dice simulate the innate variability of certain activities Prioritisation rules & Service level agreements Standards adherence influence role behaviour
Round 1 represents the ‘current state’ After R2, the performance of the After R1 players make system should substantially improvements guided by lean improve, demonstrating the positive impact of lean inspired principles and play R2 changes.
The R&M department roles are shown, along with customer roles and an optional Government Statistics role.
Each of the 8 roles have their own A3 sized placemats, which indicate where the players are located and summarises the roles’ key tasks.
This chart illustrates the process flow of a job that is taken at the call centre. [this in not normally shown to the players until the post round 1 discussion]
Several forms are used by the various roles. The game has 80 different jobs – enough for 3 rounds. Job requests, acknowledgement, job duration etc. Job Request Cards represent phone calls from customers to the call centre.
A GAME BOARD is used to track the progress jobs and measure performance. 3 3 Customer 2 operates the 3 board, which is displayed on a wall in the room 3 In the example above, job 3’s progress is shown, indicating it took 4 minutes in total to complete
There are laminated instruction sheets for each role These need to be studied carefully before the game begins Some roles are optional and some roles can be doubled up There are rules for job start, duration, priorities, service level agreements.
The average time from call received to job completed is a key measure The number of reminders in the system is also important, as these represent ‘failure demand’ At the end of each round key measures are calculated on a template provided
Game introduction Covers aims, game description, timetable, • 30 mins allocation of roles, role briefing, test rounds. “Current State” - no changes allowed to be made Play round 1 Players mentally note problems within system & • 15 minutes think about possible solutions R&M performance data is discussed. Review round 1 Key measures are calculated and discussed; the performance measures template is competed. • 20 mins Players review R1 performance
Lean principles Takes place during R1 review, before changes proposed presentation The content will depend of the player’s • 20 mins knowledge/experience of lean. Players discuss & select The facilitator outlines the ground rules. improvements The facilitator should not intervene too much in • 1 to 2 hours the group discussion. Players implement improvements • 10 mins
Play round 2 • 15 minutes Review performance, summary & key learning Templates are used to capture players’ learnings A standard presentation is available for this points discussed • 30 mins
Laminated role place mats A3 Minutes slides (timed) ppt Laminated role instructions A4 Jobs by minute A4 laminated Laminated game board A3 Job details Laminated measures & 80 job requests x2 (one on yellow observations chart paper, the other on pink paper) Dice x 4 Job forms – 4 types – 80 copies of each Pack of paper clips Marker pens, Blutac Introductory presentation Soft copies of all material on a End of Round 1 & Game Summary USB stick presentation Facilitator's Guide Lean principles presentation Spreadsheet for game data Game learnings template analysis
It can be beneficial to run a train-the-trainer session prior to its first time use in a training programme Contact the LCS to discuss this option The game can be adapted according to preference after several iterations.
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