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1© 2001 ConceptFlow
Process Mapping
2© 2001 ConceptFlow
Module Objectives
By the end of this module, the participant should be able to:• Discuss the need for process mapping• Apply various types of process maps in a project• Discuss how flow charts and other charts are used to map a process• Prepare a detailed Process Map
3© 2001 ConceptFlow
Why Are Process Maps Used?
• Document the actual process• Show the relationship of process steps or Y = f(X)• Identify the location and quantity of defects• Locate value added and non-value added steps of a process• Lead to improvement “next steps”• Communicate information• Train employees on the process
4© 2001 ConceptFlow
What Is A Process Map?
• What will a process map identify?• When do you apply the process mapping tool?• What are the results of mapping a process?
Detailed mapping can be used on ANY process and is a LIVING document
5© 2001 ConceptFlow
At Least Three Versions
What You Think It Is... What You Would Like It To Be...
What It Actually Is...
Versions Of A Process
6© 2001 ConceptFlow
Relating The Versions Of Process Maps To Levels Of Performance
Time
Def
ects
and
Was
te
Breakthrough
As-Is = Current State
Could-Be = Breakthrough State
Improvement Period
Should-Be = Process EntitlementQ,S&C
$$$
Q: Quick
S: Simple
C: Easy
7© 2001 ConceptFlow
Levels Of A Process
Terms
BusinessProcess
(“Strategic”)
BusinessProcesses
High Level Process Map
Detailed Sub-Process
Map
BusinessDevelopment
Sales Underwriting ContractingClient Service
Docs Negotiate Close
Underwriters (ext.) Clients(int.) Cust. Service Dept.
Client
Tasks Procedures
Supplier
CoreFunctional
Departments
Sub-process
DetailedSub-process
Terms
8© 2001 ConceptFlow
SIPOC - The Top Level Process Map
The top level process map should describe:• Major tasks and activities • Sub-processes• What are the boundaries of the process• What are the process output variables (POV)• Who receives the outputs (clients)• What does the client require of the outputs• What are the process input variables (PIV)• Who supplies the inputs (suppliers)• What does the process require of the inputs
SIPOC: Supplier, Inputs, Process, Outputs, Clients
9© 2001 ConceptFlow
SIPOC Benefits
• Documents a process as it moves from suppliers’ parts to clients’ product/service
• Includes information:• necessary to balance competing client requirements• identify “gaps” • verify team and information resource requirements
• Helps drive Process Owners to use the right metrics and verify them continuously with the clients and suppliers
10© 2001 ConceptFlow
Basic Structure Of SIPOC
S I P O C
Requirements Requirements
Suppliers Inputs Outputs ClientsInput Boundary Output Boundary
Process
High Level Process Map also known as SIPOC
11© 2001 ConceptFlow
Documenting A Process From Suppliers To Clients
• The SIPOC form is used to:• Identify and balance competing client requirements• Identify gaps in requirements for the process outputs or inputs• Identify suppliers of the process inputs• Help in identification of data collection needs• Verify team and information resource requirements• Target the right metrics and as a tool to continuously verify client
requirements
12© 2001 ConceptFlow
Suppliers Inputs Process Outputs Clients(Providers of the required resources)
(Resources required by the process)
( Top level description of activity)
(Deliverables from the process)
(Anyone who receives a deliverable from the
process)
Requirements Requirements
7Who is the
supplier of each input?
6What Inputs are
required to enable this process to
occur?
8What does the process expect
from each input?
1What is the process?
3What are the
outputs from the process?
5What does each
client expect from each output?
4Who is the
client of each output?
2When does TheProcess start?
2When does the process end?
Boundary
Boundary
S I P O C
SIPOC Form Guide - Excel Version
13© 2001 ConceptFlow
Airline Reservation SIPOC Example
Occurs before process starts After process ends
14© 2001 ConceptFlow
Comparing The CT Tree To The Top-Level Process Outputs
• A SIPOC of this nature would typically be done by the travel agency• VOC: do the outputs of the product or service meet client
requirements?• How well aligned are the outputs and requirements to the client
CT’s?• If this were your process, how would you verify the requirements are
client driven?• What clients or client segments should be given priority?
15© 2001 ConceptFlow
Assimilating The VOC Information
Critical Incidents (VOC) CTS issues Client Requirements
Cost• Cost of tickets• Cost of service
Gap #1
Quality of Service
• Professional and courteous service
• Accuracy of charges• Itineraries correct• Tickets correct
Perhaps gap #2,
But within our control
Delivery of Service and Information
• Time to process < 10 minutes
• Itineraries/E-tickets emailed within the hour
• Daily updates of corporate travel account
List verbatims
Validate perceptions
with data collected on
the Y’s
16© 2001 ConceptFlow
Steps For Performing The Gap Analysis
• Collected incidents should be grouped in accordance with the CT’s• Accounting for any adjustments to the SIPOC
• What requirements are being met?• What requirements are not being met?
• Where are the perceived gaps in the process?• Validate gaps with data• Can you prioritize the efforts?• Should the project be re-scoped to focus on one or two of the efforts?• Discuss with Champion/process owner• Revise project definition, if necessary
17© 2001 ConceptFlow
Highlighting The Gaps
Also recognize that some of the issues may be related to the process inputs
18© 2001 ConceptFlow
Data Collection To Validate The Gaps
• Current data availability? …Data collection required?• Establish the baseline before committing to goals
Output measures aligned with CTS’s
Aimed at internal efficiency metrics:
• Value
• Cycle time
• Cost
• Resources
Is the gap associated with the requirements on the inputs?
Effectiveness or Output Measures
Internal Process, Efficiency Measures
Input Measures
19© 2001 ConceptFlow
Prioritizing Project Focus/Efforts
• Having quantified the baseline performance and conducted a gap analysis:
• Which gaps/issues should be addressed first?• Should the project consist of resolving all of the gaps?• Can the project be phased into two or more projects?
• For the same Black Belt?• Should additional Black Belt resources be assigned?• Discussions with Champion/Process Owner required
20© 2001 ConceptFlow
Your Project SIPOC’s
• Class Discussion:• In your teams, flipchart a list of how the SIPOC tool assisted you
with your project• What are the benefits?
21© 2001 ConceptFlow
Detailed Process Mapping
22© 2001 ConceptFlow
Airline Reservation Process Map
Complete Travel
Authorization
Contact Agency
Traveler Information Verification
Gather Customer Billing Info
Auth. Code?
Enter Travel Information Into Saber
Carrier SearchAcceptable
Arrangements?Request for Reservation
Payment Processing
Card Approved
Reservation Booking
E-ticket or Paper
Email Verification
Generate Saber E-ticket
ItineraryEmail Itinerary
End Call
Address Verification
Delivery Method
Selection
Print tickets & Itinerary
Confirm Arrangements
w/ Traveler
Package For Outgoing Mail
Authorized TravelAuth. Code
Authorization Form, S
DomesticInternationalTravelerApprover
Website, STravel Budget CCost Estimate SComputer Systems,NLocation Variation,N
Contact Service, SPhone/Web
Travel Information,STraveler/Designee, N Agency Resources
day time, SNafter hours, SN
Computer Systems, NMeasurement Systems, STime In Queue
Time in VRUCall VolumePeak Hours
Agency Request Entered
Correct Traveler Information
Traveler Info, SCompany Info, SRestrictions if applicable, SPreferences, S (seat, class)Agent NTraveler NComputer Systems, NMeasurement Systems, S
Client name, SLocation, SAuth. Code, SOperator, SAgent NTraveler NComputer Systems, NMeasurement Systems, N
Depart City, SDestin City, SDates of Travel, SOperator input, SAgent NTraveler NComputer Systems, NMeasurement Systems, N
Enter Travel Preferences Into Saber
Frequent Flyer Programs, NPreference for Carrier, NTraveler Input, SAgent NTraveler NComputer Systems, NMeasurement Systems, N
Service, SDates, STimes, NCost, NSaber Program, SNComputer Service, SOperator input, S
Traveler input, SCompany Policy, SOperator input, S
Real time Saber system, SNOperator input, NAgent NComputer Systems, NMeasurement Systems, N
Correct Traveler Billing Info Into System
Y
N
Travel Info Entered Into Saber
Service Options Determined
Request Entered Into Saber SystemConfirmation #
Profile Match, SCredit Card #, SExpir. Date, SName on Card, STraveler input, SComputer System SMeasurement Systems?
Reservation Booked
Traveler Input
Address VerifiedProfile Updated
Courier Selected
Call time
Need For Travel
Rationale, NViable Alternatives, NTraveler NDestination Customer,N
Complete Travel Request
Form
Request Form, SCharge No., STraveler NLocation Variation, NComputer Systems, NOther Personnel?Form Procedure STravel Information N
InformationCorrect
Updated Profile
SNAPAcceptable Cost?
Company Policy, STravel Authorization STraverl Input N
Yes
No
Mail, SOvernight, SCourier, SOperator input, S
Screen Copy, S
Itinerary Copied
Confirm Arrangements
Traveler Input, SEmail Address, CSInternet Connect, SOperator input, S
Printer, CNTicket Machine, CN
Meter, CPackaging, SWeight, CNSize, CNOperator or admin, S
Lowest Cost
Saber, SButton, COperator input, SSaber updates, N
Flag discrepancy to Company Policy
Saber System, SOperator, S
Credit System, SOperator, S
Agent NTraveler NComputer SystemsMeasurement Systems
Operator, STraveler, SComputer System N
VA: Value Added
BVA: Business Value Added
NVA: Non-Vale Added
C: Controllable
S: Standard Operating Procedures
N: Noise
Travel Request
23© 2001 ConceptFlow
BK1-2PROCESS MAP
- Process Step or Operation (White)
- Delay (Red)
- Measurement, Quality Check, or Inspection (Yellow)
- Storage (Yellow)
- Decision (Blue)
- Handling, Transport or Movement of Material (Yellow)
Detailed Process Mapping Symbols
24© 2001 ConceptFlow
Basic Structure
Good
Bad
Good
Bad
Scrap
Warehouse
• How many Process or Operation Steps are there?• How many Decision Points?• How many Measurement/Inspection Points?• Where are the Bottlenecks?• How many Re-work Loops?
25© 2001 ConceptFlow
What Level Of Magnification Is Required?
• Document the overall flow of the process between the start and stop boundaries
• When do we zoom in to map every process step?• What is a process step?
• Continuous flow• Stops when flow is disrupted or disconnected• Has its own process output variable (POV)
• Also known as a little y(s)• Multiple steps can merge• Often defined in process operating documentation
Stay as high as you can, for as long as you can
26© 2001 ConceptFlow
Definitions
Value Added• A step in an industrial or business process that, given a choice, the
client is willing to pay for• Includes those activities that are required by contract or law• Anything, if you left it out, which would impact client satisfaction
Business-Value Added• Any activity, when left out, that does not directly impact the client and
may incur no dissatisfaction• These steps may be necessary to support value added steps • Any activity required by the business
Non-Value Added• Any activity, when left out, that does not directly impact the client and
may incur no dissatisfaction
27© 2001 ConceptFlow
Process Mapping Steps
1. Complete High Level Process Map (SIPOC)
2. Identify all steps in the process, including value added and non-value-added, cycle time, defect/yield data, inventory and all rework loops
3. Determine outputs at each step (process and product)
4. List inputs and classify input variables
5. Add operating specifications and process targets for the controllable input variables
5 Easy Steps
28© 2001 ConceptFlow
Why List The Inputs And Outputs?
• Xs are sources of variation • Variation causes defects• Xs must be under control to prevent defects• Root cause of defects is the variation of Xs• Ys are outputs of processes and include failure modes of processes• Defects are also outputs of a process step
To identify sources of variation and reduce defects!
29© 2001 ConceptFlow
Input Classifications
• Controllable Inputs (C) • Can be changed • Sometimes called “Knob” Variables
• Noise Inputs (N)• Difficult or impossible to control or choose not to
• Standard Operating Procedures (S) • Procedure for running process
• Critical Inputs (X)• X’s that have been statistically proven to impact the process Y(s)
30© 2001 ConceptFlow
Input OutputCooking
Pasta
Raw PastaPanH2OCupStoveSpoonSaltOil
Cooked Pasta
Suppliers Clients
Restaurant OwnerGrocery Store
PatronsOwnerCook
Step 1 Example: “Pasta” High Level SIPOC Map
Pasta High Level Process Map
31© 2001 ConceptFlow
Step 2 Example: Identify All Process Steps
Pasta Process MapDesignate steps as value-added or non-value-added
Add cycle time, defect/yield data and ALL rework loops
Input
Raw PastaPanH2OStoveSpoonSaltOil
Output
CookedPasta
Cook Pasta
9 MINUTES
VA
Add water,salt & oil
VA
.5 MINUTE
AddPasta
VA
.25 MINUTE
Done?
Rework
No
Yes
.01 DPU
Boil Water
6 MINUTES
VA
32© 2001 ConceptFlow
Step 3 Example: Determine Outputs For Each Step
Pasta Process Map
Input
Raw PastaPanH2OStoveSpoonSaltOil
Output
CookedPasta
Cook Pasta
VA
Add water,salt & oil
VA
AddPasta
VA
Done?
Rework
No
.01 DPU
Boil Water
VA
What are the outputs for the other steps?
Yes
Boiling WaterWater Remaining
Steam
Properly Cooked
9 MINUTES.5 MINUTE .25 MINUTE6 MINUTES
33© 2001 ConceptFlow
Step 4a Example: List Inputs For Each Step
Pasta Process Map
Amt. of SaltAmt. of OilLid or NotAltitudeAmbient TempTimeMinerals in H2OPan MaterialPan SizePan ConditionBoiling InstructionsBTUs
TimeLid or NotType of PastaAmount of PastaAltitudeAmbient TempCooking instructions
Input
Raw PastaPanH2OStoveSpoonSaltOil
Output
CookedPasta
Cook Pasta
VA
Add water,salt & oil
VA
AddPasta
VA
Done?
Rework
No
.01 DPU
Boil Water
VA
Yes
Boiling WaterWater Remaining
Steam
Properly Cooked
9 MINUTES.5 MINUTE .25 MINUTE6 MINUTES
34© 2001 ConceptFlow
Step 4b Example: Classify Input Variables
Pasta Process Map
KeyC - Controllable S - SOP N - Noise
C Amt. of SaltC Amt. of OilC Lid or NotN AltitudeN Ambient TempN TimeN Minerals in H2OC Pan MaterialC Pan SizeC Pan ConditionS Boiling InstructionsC BTUs
C TimeC Lid or NotC Type of PastaC Amount of PastaN AltitudeN Ambient TempS Cooking instructions
Input
Raw PastaPanH2OStoveSpoonSaltOil
Output
CookedPasta
Cook Pasta
VA
Add water,salt & oil
VA
AddPasta
VA
Done?
Rework
No
.01 DPU
Boil Water
VA
Yes
Boiling WaterWater Remaining
Steam
Properly Cooked
9 MINUTES.5 MINUTE .25 MINUTE6 MINUTES
35© 2001 ConceptFlow
Step 5 Example: Add Operating Specifications
Pasta Process Map
KeyC - Controllable S - SOP N - Noise
C Amt. of SaltC Amt. of OilC Lid or NotN AltitudeN Ambient TempN TimeN Minerals in H2OC Pan MaterialC Pan SizeC Pan ConditionS Boiling InstructionsC BTUs
C TimeC Lid or NotC Type of PastaC Amount of PastaN AltitudeN Ambient TempS Cooking instructions
Input
Raw PastaPanH2OStoveSpoonSaltOil
Output
CookedPasta
Cook Pasta
VA
Add water,salt & oil
VA
AddPasta
VA
Done?
Rework
No
.01 DPU
Boil Water
VA
Yes
Boiling WaterWater Remaining
Steam
Properly Cooked
ControllableInput Variable Target
Upperspec
LowerSpec
Time (minutes) 9 10 8
Amount ofPasta (ounces)
16 18 14
9 MINUTES.5 MINUTE .25 MINUTE6 MINUTES
36© 2001 ConceptFlow
Process Mapping - Excel Method
Input Type Process
Value Added/
Non value Added Output
Amount of water Controllable
Add water, salt and water VA Ingredients added
Amount of salt Controllable CT=.5 minutesAmount of oil Controllable DPU=?Pasta instructions SOP COPQ=?
Amt. of Salt Controllable Boil Water NVA Boiling WaterAmt. of Oil Controllable
CT=6 minutesWater Remaining
Lid or Not ControllableDPU=?
SteamAltitude Noise
COPQ=?Ambient Temp. NoiseTime NoiseMinerals in H2O NoisePan Material ControllablePan Size ControllablePan Condition Controllable or NoiseBoiling Instructions SOPBTUs Controllable
Can be effective, however, difficult to show rework loops
37© 2001 ConceptFlow
Airline Reservation Process Map Example
38© 2001 ConceptFlow
Step 1 Example: Airline Reservation High Level Map
Occurs before process starts
After process ends
39© 2001 ConceptFlow
Step 2 Example: Identify All Process Steps
Complete Travel
Authorization
Contact Agency
Traveler Information Verification
Gather Customer Billing Info
Auth. Code?
Enter Travel Information Into Saber
Carrier SearchAcceptable
Arrangements?Request for Reservation
Payment Processing
Card Approved
Reservation Booking
E-ticket or Paper
Email Verification
Generate Saber E-ticket
ItineraryEmail Itinerary
End Call
Address Verification
Delivery Method
Selection
Print tickets & Itinerary
Confirm Arrangements w/ Traveler
Package For Outgoing Mail
Enter Travel Preferences Into Saber
Y
NNeed For
Travel
Complete Travel Request
Form
InformationCorrect
SNAPAcceptable Cost?
Yes
No
Confirm Arrangements
VA: Value Added
BVA: Business Value Added
NVA: Non-Vale Added
Add steps and ALL rework
loops
40© 2001 ConceptFlow
Step 3 Example: Determine Outputs For Each Step
What are the outputs for the other steps?
Complete Travel
Authorization
Contact Agency
Traveler Information Verification
Gather Customer Billing Info
Auth. Code?
Enter Travel Information Into Saber
Carrier SearchAcceptable
Arrangements?Request for Reservation
Payment Processing
Card Approved
Reservation Booking
E-ticket or Paper
Email Verification
Generate Saber E-ticket
ItineraryEmail Itinerary
End Call
Address Verification
Delivery Method
Selection
Print tickets & Itinerary
Confirm Arrangements w/ Traveler
Package For Outgoing Mail
Authorized TravelAuth. Code
Agency Request
Entered Correct Traveler
Information
Enter Travel Preferences Into Saber
Correct Traveler Billing Info Into System
Y
N
Travel Info Entered Into Saber
Service Options Determined
Request Entered Into Saber SystemConfirmation #
Reservation Booked
Traveler Input
Address VerifiedProfile Updated
Courier Selected
Call time
Need For Travel
Complete Travel Request
Form
InformationCorrect
Updated Profile
SNAPAcceptable Cost?
Yes
No
Itinerary Copied
Confirm Arrangements
Lowest CostFlag discrepancy to Company Policy
VA: Value Added
BVA: Business Value Added
NVA: Non-Vale Added
Travel Request
41© 2001 ConceptFlow
Step 4a Example: List Inputs For Each Step
Complete Travel
Authorization
Contact Agency
Traveler Information Verification
Gather Customer Billing Info
Auth. Code?
Enter Travel Information Into Saber
Carrier SearchAcceptable
Arrangements?Request for Reservation
Payment Processing
Card Approved
Reservation Booking
E-ticket or Paper
Email Verification
Generate Saber E-ticket
ItineraryEmail Itinerary
End Call
Address Verification
Delivery Method
Selection
Print tickets & Itinerary
Confirm Arrangements
w/ Traveler
Package For Outgoing Mail
Authorized TravelAuth. Code
Authorization Form,
DomesticInternationalTravelerApprover
Website, Travel Budget Cost Estimate Computer SystemsLocation Variation
Contact Service, Phone/Web
Travel InformationTraveler/Designee Agency Resources
day timeafter hours
Computer SystemsMeasurement SystemsTime In Queue
Time in VRUCall VolumePeak Hours
Agency Request Entered
Correct Traveler Information
Traveler InfoCompany InfoRestrictions if applicablePreferences (seat, class)Agent Traveler Computer SystemsMeasurement Systems
Client nameLocationAuth. CodeOperatorAgentTravelerComputer SystemsMeasurement Systems
Depart CityDestin CityDates of TravelOperator inputAgent Traveler Computer SystemsMeasurement Systems
Enter Travel Preferences Into Saber
Frequent Flyer ProgramsPreference for CarrierTraveler InputAgent Traveler Computer SystemsMeasurement Systems
ServiceDatesTimesCostSaber ProgramComputer ServiceOperator input
Traveler inputCompany PolicyOperator input
Real time Saber systemOperator inputAgent Computer SystemsMeasurement Systems
Correct Traveler Billing Info Into System
Y
N
Travel Info Entered Into Saber
Service Options Determined
Request Entered Into Saber SystemConfirmation #
Profile MatchCredit Card #Expir. DateName on CardTraveler inputComputer System Measurement Systems
Reservation Booked
Traveler Input
Address VerifiedProfile Updated
Courier Selected
Call time
Need For Travel
Rationale, Viable Alternatives, Traveler Destination Customer,
Complete Travel Request
Form
Request Form, Charge No.Traveler Location VariationComputer SystemsOther PersonnelForm Procedure Travel Information
InformationCorrect
Updated Profile
SNAPAcceptable Cost?
Company PolicyTravel Authorization Traverl Input
Yes
No
MailOvernightCourierOperator input
Screen Copy,
Itinerary Copied
Confirm Arrangements
Traveler InputEmail AddressInternet ConnectOperator input
PrinterTicket Machine
MeterPackagingWeightSizeOperator or admin
Lowest Cost
SaberButtonOperator inputSaber updates
Flag discrepancy to Company Policy
Saber SystemOperator
Credit SystemOperator
Agent Traveler Computer SystemsMeasurement Systems
OperatorTravelerComputer System
VA: Value Added
BVA: Business Value Added
NVA: Non-Vale Added
Travel Request
42© 2001 ConceptFlow
Complete Travel
Authorization
Contact Agency
Traveler Information Verification
Gather Customer Billing Info
Auth. Code?
Enter Travel Information Into Saber
Carrier SearchAcceptable
Arrangements?Request for Reservation
Payment Processing
Card Approved
Reservation Booking
E-ticket or Paper
Email Verification
Generate Saber E-ticket
ItineraryEmail Itinerary
End Call
Address Verification
Delivery Method
Selection
Print tickets & Itinerary
Confirm Arrangements
w/ Traveler
Package For Outgoing Mail
Authorized TravelAuth. Code
Authorization Form, S
DomesticInternationalTravelerApprover
Website, STravel Budget CCost Estimate SComputer Systems,NLocation Variation,N
Contact Service, SPhone/Web
Travel Information,STraveler/Designee, N Agency Resources
day time, SNafter hours, SN
Computer Systems, NMeasurement Systems, STime In Queue
Time in VRUCall VolumePeak Hours
Agency Request Entered
Correct Traveler Information
Traveler Info, SCompany Info, SRestrictions if applicable, SPreferences, S (seat, class)Agent NTraveler NComputer Systems, NMeasurement Systems, S
Client name, SLocation, SAuth. Code, SOperator, SAgent NTraveler NComputer Systems, NMeasurement Systems, N
Depart City, SDestin City, SDates of Travel, SOperator input, SAgent NTraveler NComputer Systems, NMeasurement Systems, N
Enter Travel Preferences Into Saber
Frequent Flyer Programs, NPreference for Carrier, NTraveler Input, SAgent NTraveler NComputer Systems, NMeasurement Systems, N
Service, SDates, STimes, NCost, NSaber Program, SNComputer Service, SOperator input, S
Traveler input, SCompany Policy, SOperator input, S
Real time Saber system, SNOperator input, NAgent NComputer Systems, NMeasurement Systems, N
Correct Traveler Billing Info Into System
Y
N
Travel Info Entered Into Saber
Service Options Determined
Request Entered Into Saber SystemConfirmation #
Profile Match, SCredit Card #, SExpir. Date, SName on Card, STraveler input, SComputer System SMeasurement Systems?
Reservation Booked
Traveler Input
Address VerifiedProfile Updated
Courier Selected
Call time
Need For Travel
Rationale, NViable Alternatives, NTraveler NDestination Customer,N
Complete Travel Request
Form
Request Form, SCharge No., STraveler NLocation Variation, NComputer Systems, NOther Personnel?Form Procedure STravel Information N
InformationCorrect
Updated Profile
SNAPAcceptable Cost?
Company Policy, STravel Authorization STraverl Input N
Yes
No
Mail, SOvernight, SCourier, SOperator input, S
Screen Copy, S
Itinerary Copied
Confirm Arrangements
Traveler Input, SEmail Address, CSInternet Connect, SOperator input, S
Printer, CNTicket Machine, CN
Meter, CPackaging, SWeight, CNSize, CNOperator or admin, S
Lowest Cost
Saber, SButton, COperator input, SSaber updates, N
Flag discrepancy to Company Policy
Saber System, SOperator, S
Credit System, SOperator, S
Agent NTraveler NComputer SystemsMeasurement Systems
Operator, STraveler, SComputer System N
VA: Value Added
BVA: Business Value Added
NVA: Non-Vale Added
C: Controllable
S: Standard Operating Procedures
N: Noise
Travel Request
Step 4b Example: Classify Input Variables
43© 2001 ConceptFlow
Step 5 Example: Add Operating Specifications
• Initial Assessment of Control Plan• Start an initial assessment after process map is complete• Add
• Measurement technique • Operating specifications• Targets
Current Control Plan
Open file: Control Plan.xls
ProcessStep
Input Output Process spec (LSL, USL,
Target)
Cpk/Date (Sample
Size)
MeasurementSystem
%R&Ror P/T
Current Control Method
(from FMEA)
Who Where When ReactionPlan
44© 2001 ConceptFlow
Tips In Process Mapping
• Clarify process boundaries• Brainstorm steps
• Use verbs• Do not include who in step description
• Combine, eliminate duplicates, clarify steps• Map from start to finish• Analyze/review from finish to start
45© 2001 ConceptFlow
Catapult Process Map Exercise
In teams, complete a detailed map for the process you used for launching the catapult (steps 2-5, slide 28)
(45 min.)
(15 min. debrief)
Ready Aim Fire MeasureDistance
Need to ShootCatapult
46© 2001 ConceptFlow
Actual Team Catapult Process Map 1
Catapult Assembly Set-up Floor PlanCollect and
Measure DataAnalyze Data
SOP - Standard Operating ProceduresC - ControlX - CriticalN - Noise
Catapult Distance8' +/- 6"INPUTS OUTPUTS
Rubberband - CRubberband Placement - C, SOPCup Location - C, X, SOPStop Pin Location - C, X, SOPTension Pin Location - C,X, SOP
Catapult - C, X, SOPDuct Tape - C, SOPTape Measure - C, SOPFoil - C, SOPSOP for Set-up - C, SOPOperator - C, NFloor Material - C
Fuctional catapultto SOP
Functional catapultthat meetscustomer
requirement of 8'+/-6"
Distance of 8'withmininal variation
Ball Type - X, C, SOPBall Placement -Operator - X, NStop Pin Location -Side Play in ArmElasticity of BandAirflowPull Back TimeFinger LocationFloor TypeMain Arm pull back angle-C, X, SOPLighting to foil - N
Units - C, SOPOperator - C, N
TallySheet #1
47© 2001 ConceptFlow
SOP - Catapult Exercise
Pick1. Assemble the arm with the cup in the hole marked # 22. Place the screw with the eyelet through the hole marked # 4on the arm with the eyelet facing the stabilizer3. Place wing nut on the eyelet screw and tighten down4. Affix rubber band to eyelet screw5. Put a pin in the #4 hole of the stabilizer6. Put a pin in the hole on the bottom of the base through the hole in the arm furthest from the cup connecting the two7. Put the Stop pin in hole # 4 hole 8. Drape the rubber band over the pin on the stabilizer with the stabilizer between the rubber band9. Place the rubber band on the nub on the front of the catapult10. Place assembled catapult on the corner of table marked with an X11. Tape catapult to table12. Stretch paper towel in front of catapult13. Tape paper owl down on the table14. Place tape measure on the table starting at the tip of catapult going on top of the paper towel to the end of the tape15. Tape the tape measure to the table16. Place ball in bag of chalk powder17. Take ball out of the bag of chalk with right hand using thumb and forefinger
Position of ball1. Place ball loosely in cup still using thumb and index finger
Shoot1. Shooter is kneeling on the floor with the catapult arm in front of them2. Place left index finger and thumb on arm nearest to the cup3. Make sure that the arm is not touching either side of base4. Release the arm
48© 2001 ConceptFlow
Actual Team Catapult Process Map 2
CatapultAssembly
X-Rubber Band - SOP
X-Rubber Band Set up - SOP
X-Base Pin - SOP
X-Arm Pin - SOP
X-Angle Pin - C
X-Cup Placement - SOP
Y-Firing Capability
Catapult Set up
X-Base square to mounting suface - SOP
X-Secure to avoid movement - SOP
X-Ball Selection - SOP
X-Determine start point fortape measure - SOP
X-Secure target to floor - SOP
Y-Repeatable MSE
X-Establish firing direction - SOP
Launch
X-Determine Pull back angle - SOP
X-Grip Technique - SOP
X-Side to side play in arm - N
X-Elasticity of rubber band - N
X-Wind / Air Flow - N
X-Ball Placement - SOP
X-Pull back time - SOP
X-Interval between shots - SOP
X-Moisture of shooters fingers - N
Y-Target Acquisition
Measurement
Y-Acurate Data
X-Units defined - SOP
X-Spotter measurement criteria - SOP
X-Record Hits - SOP
49© 2001 ConceptFlow
Set-up
Obtain the team s CatapultObtain the team s rubber ballRem ove table clothClam p front edge of Catapult to frontedge of tableSet Front arm tension pin at 2Set rear arm tension pin 3Set up m easuring systemSet up target areaMark loading position on ballCup position to hole fiveCheck wing nutsTest fire Catapult to find target range
Load Catapult
Proper Catapult set-up
Catapult OperatorP ick-up ballLoad the ball softly in cupAlign ball with the m ark at top of cupHold arm with thum b and fore fingerPull back arm to proper angle
Loaded Catapult
Fire CatapultRelease armFire Catapult ten tim es launched Ball
Measurem ent
Id each shot one thru tenThree operators to m easure distanceMeasure to the nearest 1/8th inchEach operator m easures the shot threetim es.Record m easurem ents
Shot Measured
Actual Team Catapult Process Map 3
50© 2001 ConceptFlow
Additional Breakout Sessions
• In teams, pick one of the following and go through the process mapping procedure
• Examples • Making coffee (buy, set-up, brew, serve)• Getting to work (wake, clean, dress, eat, travel)• Paying bills (open mail, review, write check, mail out)
• Choose leader, spokesperson, timekeeper, scribe• As a team, be prepared to present the map on a flipchart easel
51© 2001 ConceptFlow
Success Factors
• Team members• Time and scheduling• Method• Involve stakeholders• Multiple opinions• “Walk the process, repeatedly”• Ask lots of questions
Maintain process maps & update frequently with dates as capture additional information
52© 2001 ConceptFlow
Preparing The Process Map
• Team Effort• Cross-Functional• Process Owners• Clients• Suppliers
• Inputs to Mapping• Brainstorming• Operator Manuals• Specifications• Process Owner Experience
Involve people who know (focus on) the “current” process
53© 2001 ConceptFlow
Traps To Avoid
• Depth• Choosing wrong level costs time and effort
• Accuracy• Incorrect information• Too much detail• Too little detail
54© 2001 ConceptFlow
Additional Maps
• Common flowchart• Top-down flowchart• Functional or Deployment flowchart• Others
Useful in general… but do NOT provide the detail required for full analysis
55© 2001 ConceptFlow
Yes
No
Ready?
Snooze
Bath Free?
Wait
Shower
HelpKids
ChangeRoute
SneakIn
WaveTo
Boss
Yes
No
Kids Ready?
Yes
No
YesNo
Go Late?Eat Drive Traffic?OK
Heavy
WakeUp
Start
Stop
Common Flowchart
56© 2001 ConceptFlow
Pick Position Drop
Top-Down Flowchart
• Two levels of detail• Summarizes “how it is supposed to work”• Used to “describe” not “analyze”
Card Dropping
Deck on table Foot on x Align arm
Pick one Stand straight Hold still
Thumb and forefinger Face target Release fingers
Do not bend Hand: shoulder height Free fall
Card vertical
57© 2001 ConceptFlow
Functional Or Deployment Flow DiagramB
usin
ess
Uni
tI.
T.
Fin
ance
sT
op M
gt/
Cor
pora
te
Define needs
21 days 15 days6 days 5 days17
days 7 days 71 days
Prepare paperwork
Review &
approve
Review & approve standard
Review &
approve
Review &
approve
Acquire equipment
Supplier
Configure & install
Receive & use
Issue payment
Supplier
Pro
cure
-m
ent
58© 2001 ConceptFlow
Links to Other Tools
The detailed process map provides input to:• Cause and Effects Matrix• Failure Mode Effects Analysis (FMEA)• Control Plan Summary• Capability Summary• Multi-Vari Studies• DOE planning• Control Plan
59© 2001 ConceptFlow
Next Steps
Cause and Effects Matrix
DETAILED Process Mapping is the foundation of many other Breakthrough Strategy® tools
Detailed Process Map
Initial Control Plans FMEA
60© 2001 ConceptFlow
Key Learning Points
• • • •
61© 2001 ConceptFlow
Module Objectives Review
By the end of this module, the participant should be able to:• Discuss the need for process mapping• Apply various types of process maps in a project• Discuss how flow charts and other charts are used to map a process• Prepare a detailed Process Map
62© 2001 ConceptFlow
Appendix
63© 2001 ConceptFlow
BK1-2PROCESS MAP
Transactional Example
• Checklist Incomplete• 1 Day - 21 Days
5 Min - 1/2 Day • 5 Min - 1/2 Day
Account Mgr. reviewsproduct and prices with
client
Account Mgr. preparesrequest to Pricing Dept.
for special pricingRequest need tobe checklisted
Yes
Request is putinto Checklist rotation
Request is sent toPricing Dept. Admin.Support for Typing
Typed Lettertaken back to PricingSpecialist for Review
and Signature
Signed Letter givenback to Pricing Dept.Admin. Support for
Distribution toapproved list
Typed/Signed Letter given to MPMP
Entry Specialist forBilling system input
Product Code/Price isActive in Billing System
No
• Request Not Sent• Request Lost• Request Incomplete• No Formal Format• 1 Day – 5 Days
• Keystroke Errors• Misunderstanding of Request• 5 min – ½ Days
• Keystroke Errors• Misunderstanding of Request• 1 Day - 3 Days
MailE-MailFaxMS-MailPhone
64© 2001 ConceptFlow
Process Mapping - Excel Method
Input Type Output
Agit speed Contr Stab timeTemperature Contr
StabilizeAcid number
Pressure Contr ColorAir flow Contr
Put in setpointsViscosity
% O2 in air NoiseSlowly reduce press
Reactor tempAir temp Contr
Monitor tempTemp profileOffgas flowOffgas compHT coeff
Finish timeFinish Acid number
ColorCheck nozzle type Viscosity
Put in setpoints Drop PointMonitor appearance Hardness
Pellet appear
Input Type OutputWax grade Contr Prep timeAmt wax Contr Prepare Reactor
Acid numberCharge rate Contr ViscosityAgit speed Contr Charge melted wax
Reactor tempRxn temp Contr Bring to reaction temp
Temp profilePressure Contr HT coeffAir flow Contr% O2 in air NoiseViscosity NoiseWax temp Noise
AN target ContrAgit speed * Contr OxidizeTemperature * ContrPressure * Contr
Put in setpoints
Air flow * ContrSample hourly
% O2 in air NoiseMonitor acid number
Air temp ContrAir humidity Noise
Tally Point 1 Tally Point 2
Belt speed ContrBelt temp ContrFlow rate ContrNozzle type ContrHole size ContrRoom temp NoiseAgit speed ContrTank temp Contr
Oxid timeAcid numberColorViscosityReactor tempTemp profileOffgas flowOffgas compHT coeffResp time
NVAVA
DPU = 0.05CT = 45 secCOQ = ?
DPU = 0.02CT = 30 secCOQ = ?VA
DPU = 0.01CT = 5 secCOQ = ?
DPU = 0.11CT = 21 secCOQ = ?
NVA
Xs Process Steps Ys
Input SpecMeas.Sys
Type MajorStep
Sub-Step Output Meas.Sys
Spec Cp/CpK
65© 2001 ConceptFlow
Example Of Detailed Map/Control Plan
Input Meas. Sys. Spec Type Major Step Sub-Step OutputMeas. Sys.
Spec.Cp/ CpK
Prepare Production
BatchTank Temp
Thermocoup 300-310 Cont Set Tank
TempSoftening
PointLab Test
118/124/125
1.6/1.2
Agit. RPM
Tachometer 275-300 Cont Agitate ViscosityLab Test
55/60/75 1.0/0.6
PenetrationLab Test
15/20/20 1.2/.8
KPIVs Process Steps KPOVs
This can be easily created in Excel
66© 2001 ConceptFlow
Start
Buy New Flashlight
Battery Pos.
Test Battery
Test Bulb
Light ?
Fix Battery Position
Light ?
Replace Battery
Light ?
Replace Bulb
Stop
Yes
Wrong
Yes
OK
OK
OK
Bad
Bad
No
No
Corrective Action Guidelines
• Used to determine cause of failures• Troubleshooting
Yes
No
67© 2001 ConceptFlow
Alternative Path
Key
Direction
Decide Who To
CallDial
LookUp#
HangUp
ConversationSay“Hello”
HangUp
LeaveVoicemailMessage
HangUp
30% 5%
70%
20%
75%
Task
40%
60% Common within Re-Engineering efforts
68© 2001 ConceptFlow
Data Flow Diagram
Brokerage System Data Flow Diagram
SellerSeller
ID
Payable
Settlement
Advance on
Purchase
Agreement to Purchase
Payables Records
Purchase Agreement
#
Settlement #
Deliveries
Trademarks and Service Marks
Six Sigma is a federally registered trademark of Motorola, Inc.
Breakthrough Strategy is a federally registered trademark of Six Sigma Academy.
VISION. FOR A MORE PERFECT WORLD is a federally registered trademark of Six Sigma Academy.
ESSENTEQ is a trademark of Six Sigma Academy.
FASTART is a trademark of Six Sigma Academy.
Breakthrough Design is a trademark of Six Sigma Academy.
Breakthrough Lean is a trademark of Six Sigma Academy.
Design with the Power of Six Sigma is a trademark of Six Sigma Academy.
Legal Lean is a trademark of Six Sigma Academy.
SSA Navigator is a trademark of Six Sigma Academy.
SigmaCALC is a trademark of Six Sigma Academy.
iGrafx is a trademark of Micrografx, Inc.
SigmaTRAC is a trademark of DuPont.
MINITAB is a trademark of Minitab, Inc.
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