Visual operations control in administrative environments

When asked what comes to mind when they think of ``controlling work`` in the office, people may respond with ``overbearing boss,`` ``no autonomy,`` or ``Theory X management.`` The idea of controlling work in white collar or administrative environments can have a negative connotation. However, office life is often chaotic and miserable precisely because the work processes are out of control, and managers must spend their time looking over people`s shoulders and fighting fires. While management styles and structures vary, the need for control of work processes does not. Workers in many environments are being reorganized into self-managed work teams. These teams are expected to manage their own work through increased autonomy and empowerment. However, even empowered work teams must manage their work processes because of process variation. The amount of incoming jobs vary with both expected (seasonal) and unexpected demand. The mixture of job types vary over time, changing the need for certain skills or knowledge. And illness and turnover affect the availability of workers with needed skills and knowledge. Clearly, there is still a need to control work, whether the authority for controlling work is vested in one person or many. Visual control concepts provide simple, inexpensive, and flexible mechanisms for managing processes in work teams and continuous improvement administrative environments