View
215
Download
0
Category
Preview:
Citation preview
7/28/2019 PMap Essentials
1/41
Essentials of Process MappingUnderstanding How Work Happens
Copyright 2011 Orion Development Group. rev2.0 09/11
Your Instructor: Bob BoehringerVP: Process Management
Orion Development Group
RDB@odgroup.com
203 952-6495 cell
800 510-2117 land
7/28/2019 PMap Essentials
2/41
Moderated by: Donna VanRooy,
Director, Professional DevelopmentBaldwin-Wallace College
Professional Development is an extension
of the Business Division, partnering withleaders to support learning and
performance.
www.bw.edu/cpd
7/28/2019 PMap Essentials
3/41
100+ days custom training each yearProviding right information at the right time to
improve performance
40+ public courses each
yearProject Management -
Leadership - Business
Analysis - Process
Improvement &Innovation
Leading provider of training solutions
7/28/2019 PMap Essentials
4/41
Upcoming Webinars
Ignite Creative Thinking SkillsOctober 5, 2011, 12pm EST
Project Management Maturity 101November 4, 12pm EST
bw.edu/cpd
7/28/2019 PMap Essentials
5/41
Upcoming Courses
Lean Six Sigma Yellow Belt
September 20-21, 2011
Process Mapping and Modeling
September 29-30, 2011
7/28/2019 PMap Essentials
6/41
Your Screen
Viewer window
Control panel
7/28/2019 PMap Essentials
7/41
Webinar Functionality
Open and close your Panel
View, Select, and Test youraudio
Submit text questions, respond
to questions from the presenter Raise your hand
Q&A addressed at the end oftodays session
7/28/2019 PMap Essentials
8/41
Essentials of Process MappingUnderstanding How Work Happens
Copyright 2011 Orion Development Group. rev2.0 09/11
Your Instructor: Bob BoehringerVP: Process Management
Orion Development Group
RDB@odgroup.com
203 952-6495 cell
800 510-2117 land
7/28/2019 PMap Essentials
9/41
Either you manage the process
or it manages you.
Managing Processes for Operational Excellence
You do have a choice!
2
7/28/2019 PMap Essentials
10/41
Question: How would you rate your proficiency withProcess Mapping Tools and Techniques?
5 Grand master: Should be teaching the webinar
4 Experienced: Conducted mapping sessions
3 Intermediate: Participated in mapping exercises
2 Novice: Have attended training, but .
1 Clueless: Someone else signed me up
Managing Processes for Operational Excellence
2a
7/28/2019 PMap Essentials
11/41
Do you ever find yourself side stepping issues
2b
7/28/2019 PMap Essentials
12/41
J ust doing what you are told to do?
2c
7/28/2019 PMap Essentials
13/41
Cutting corners to make things work?
2d
7/28/2019 PMap Essentials
14/41
Traditional Management: Stop Gap
Inputs Processes Outputs
Gap
Organization is unconcerned with process until result is bad
Closed?
Organization encourages putting out the flame
Gap? ?
Feedback
3
7/28/2019 PMap Essentials
15/41
Failure: 1% 5% 10%35%$$$
Process Mapping Defines The Box
!
OutputsProcessesInputs
Gap
Where is the fuel that feeds the fire? 4
7/28/2019 PMap Essentials
16/41
Inputs: ______________________________ Output:____________________
Operation
Transport
Inspection
Delay
Rework
Stora
ge
Elaps
e
Tim
e
Step
Flow Process Chart
Process:________________ Date:_______ CompletedBy:____________
ActivityDescription
Steps:
Time:
Operation-whensomethingisbeingchanged,addedtoorcreated.
Transportation-whenapersonormaterialmoves.
Delay-whenanobjectisinterruptedinitsflow.
Inspection-whensomethingischeckedorverified,butnotchanged.
Rework-anoperationoractivitythatmustbedoneoveragain.Addscosts,notvalue.
Storage-whenanobjectremainsinoneplaceforwaitingforactiontobetaken.
Totals:
ACTIVITY CHART
Primary Objective: Visually display what happens in a process
FeedBackLoop
CustomerGap
Analysis
FeedBackLoop
SupplierGap
Analysis
FeedForwardLoop
FeedForwardLoop
Inputs
Output
Suppliers
Customer
System MapObjective:
SYSTEM MAP
Process Mapping: The Toolkit
WORKFLOW DIAGRAM
Start
End
Supplier
Dept1
Dept2
Dept3
Dept4
Customer
CROSS-FUNCTIONAL FLOWCHART
Step 1 Step 4Step 3Step 2
1a. Firstsubstep
1b. Second substep
1c. Third substep
1d. Fouth Substep
1e. Fifth Substep
4a. Firstsubstep
4b. Second substep
4c. Third substep
4d. Fouth Substep
4e. Fifth Substep
3a. Firstsubstep
3b. Second substep
3c. Third substep
3d. Fouth Substep
3e. Fifth Substep
2a. Firstsubstep
2b. Second substep
2c. Third substep
2d. Fouth Substep
2e. Fifth Substep
TOP DOWN FLOW CHART
Start ? End
End
Y
N
BLOCK/LOGIC DIAGRAM
5
7/28/2019 PMap Essentials
17/41
Process Mapping: What chart type?
Three Questions To Answer . . .When Selecting Chart Format:
1. Audience
2. Intent:
3. Gap
D.R.I.V.E.
6
7/28/2019 PMap Essentials
18/41
Process Mapping: What is your intent?
1. Diagnose what is wrong
2. Regulatory compliance
3. Improve existing process performance
4. Value / cost analysis
5. Education / training documentation
7
7/28/2019 PMap Essentials
19/41
Process Mapping: What is your intent?
1. Diagnose what is wrong
2. Regulatory compliance
3. Improve existing process performance
4. Value / cost analysis
5. Education / training documentation
Question: Are you planning on . . .
7a
7/28/2019 PMap Essentials
20/41
Process Mapping: What chart type?
Three Questions To Answer . . .
When Selecting Chart Format:
1. Audience
2. Intent
3. Gap
Too Expensive: Show me the money
Too Slow: ID Bottlenecks
Handoff Issues: ID Who is doing what
8
7/28/2019 PMap Essentials
21/41
Inside The Black Box
What We Think Happens...
What it Could Be...
What Really Happens
9
7/28/2019 PMap Essentials
22/41
Don't get lost in the nomenclature . . .Select, educate and use whatever works best.
A
B
Start/Stop
Operation
Decision
Flowline
Sub-Process
Connector on page
Connector off page
Some Process Charting Symbols
10
7/28/2019 PMap Essentials
23/41
Macro
Step #1
Macro
Step #2
Macro
Step #3
Macro
Step #4
Macro
Step #5
ObjectiveProvides a macro account of the primary or event driven process stepsProvides a detailed decomposition of process sub-steps
a. Activity 1
b. Activity 2
c. Activity 3
d. Activity 4
a. Activity 1
b. Activity 2
c. Activity 3
a. Activity 1
b. Activity 2
c. Activity 3
d. Activity 4
e. Activity 5
f. Activity 6
a. Activity 1
b. Activity 2
c. Activity 3
d. Activity 4
a. Activity 1
b. Activity 2
Top-Down Flow Chart
11
7/28/2019 PMap Essentials
24/41
Building the Top Down Flowchart
Step 1: PrepareBid Package
Step 2: Send outBid Package
Step 3: Follow upw/Potential Vendors
Step 4: Select aPreferred Vendor
Step 5: TermsNegotiated
a. Get specs
b. Develop listof potentialvendors
c. Prescreenvendors forcredit ratingand pastperformance
d. Call vendorsto assessinterest
a. Fill out bidcomparisonmatrix
b. Send out bidrequests via
registeredmail
a. Contactvendors thathave notresponded
b. Call vendors
to discussbids
c. Complete bid
comparisonmatrix
a. Reviewvendor dataw/operationsto validateselection
b. Contactvendors withbid results
a. Negotiatepricing,quantities,delivery andterms
b. Send toLegal Dept.for finalapproval
c. Notify A/P ofvendor infoand terms
Process Name: Vendor Selection Process
12
Procedure:1st: Define your starting and stopping points.2nd: Define the milestones (the whats)
3rd
: Complete your drill down (the hows)
7/28/2019 PMap Essentials
25/41
Questions:
1. For whom is this chart intended?2. What are the limitations of this chart?
3.0 TakeOffandClimb
1.Parkingbrake off.
2.Mixtures forward.
3.
Propellers
forward.4.Throttles forward.
5.Accelerateto 90MPH(priortoclimb).
6.Landinggearretract.
7.Accelerateto 112MPH.
8.Flaps retracted.
9.Climbpower set(atapprox.400AGL).
10.Cowl
flaps
set.
1.0 StartingEngines
1.Masterswitch on.
2.Gearlights checkgreen.
3.
Fuel
quantity
check
gauge.4.Cowlflaps open.
5.Trimtabs set.
6.Throttles open1/2inch.
7.Propellercontrols forward.
8.Mixtures rich.
9.Electricfuelpumps on.
10.Mixtures
idle
cut
off.
11.Magnetoswitches on.
12.Propellers clear.
13.Starters engage.
14.Mixtures advance.
15.Oil,fuelpressure check.
2.0 WarmUp
1.Parkingbrake on.
2.Enginerunup:
a)
Mixture
controls
forward.b)Propellercontrols forward.
c)Throttlecontrols forward(1500rpm).
d)Propellercontrols exercise.
e)Throttlecontrols forward(2200rpm).
f)Magnetos check.
3.Enginegauges checkgreen.
4.Lights(asrequired) on.
5.Pitot
heat
(as
required)
on.
6.Transponder standby.
7.Flaps set.
8.Gyropressure 4.8to5.1in.Hg.
9.DirectionalGyro set.
10.Turn&Bankindicator operating.
11.Altimeter set.
12.Clock wind&set.
13.Generators on.
14.Electricfuelpumps on.
15.Door locked.
Example: Private Pilots Checklist
13
7/28/2019 PMap Essentials
26/41
Exercise: Top-Down Flowchart
Process Name:Your Morning Ritual
Wake Up Arrive atwork???
14
2.0 ??? 3.0 ??? 4.0 ??? 5.0 ???
Just do the milestonesfirst, dont worry about
the dril l down!
7/28/2019 PMap Essentials
27/41
Process Name: My Morning Ritual
1.0 WakeUp
5.0 ArriveAt Work
Bobs Morning Ritual
2.0 WashUp
1.1 Hit snooze alarm
1.2 Open one eyelid
1.3 Get up
1.4 Stumble to
bathroom
1.5 Start shower
1.6 Let warm up
1.7 Get into shower
3.0 GetDressed
4.0 Travel
3.1 Hang up towel
3.2 Put on clothes
3.3 Put on shoes
3.4 Check mirror
3.5 Kiss wife gbye
2.1 Rinse body
2.2 Wash hair
2.3 Wash Body
2.4 Shave face
2.5 Finish shower
2.6 Dry off
2.7 Brush teeth
2.8 Do hair
4.1 Make travel cup
4.2 Leave house
4.3 Get into car
4.4 Drive to work
4.5 Park car
5.1 Walk to desk
5.2 Drop off bag
5.3 Make cup of tea
5.4 Check email
KEY LEARNING:
Dont have too many steps at the highest level combine so that there are maybe 5 to 8 steps at the top.One benefit of Top-Down Flow Chart is the hierarchicalview of process steps and ability to see a big picture.
15
7/28/2019 PMap Essentials
28/41
# of Process Milestones
16
Question:
How many milestones do you have in your morning ritual?
Note: Please include your starting and stopping steps?
1. 4 steps
2. 5 steps3. 6 steps
4. 7 steps
5. > 7 steps
7/28/2019 PMap Essentials
29/41
# of Process Milestones
10
9
8
7
65
4
32
1
X
X
XXX
XXXXXXXX
XXXXX
X
Why the difference?
1. Process
2. Detail
16
7/28/2019 PMap Essentials
30/41
What is the right level of detail?
If you are doing it Diagnostics?
* To ID root cause
If you are doing it Compliance?
* To satisfy regulators needs
If you are doing it Training?
* To ensure process participants can createconsistent outcomes
17
7/28/2019 PMap Essentials
31/41
Supplier
Dept. 1
Dept. 2
Dept. 3
Customer
Start
End
End
ObjectiveProvide a cross-functional account of process steps and/or actionstaken over time
Cross-Functional Flowchart
Two Types of Handoff Failures: 1. Communication
2. Prioritization
Double the chance
18
7/28/2019 PMap Essentials
32/41
NewYork
Idaho
Ohio
Different
Locations
Milestone Phases
Outside
vs. Inside
Span of
Control
Example: Cross-Functional Flowchart
19
7/28/2019 PMap Essentials
33/41
Process Name: New Product Development
Process Milestones
Gateway Documents
Key Decisions
Example: Adding Gateway Documents
20
7/28/2019 PMap Essentials
34/41
Process Name: Accounts PayableMilestones
Adding Data storage and Timeframes
21
l i l
7/28/2019 PMap Essentials
35/41
Process Name: Payroll ProcessElapse
Time
Column
Connectors
Players
Example: Gravity Flow
22
7/28/2019 PMap Essentials
36/41
E l R ibili Ch
7/28/2019 PMap Essentials
37/41
Example: Responsibility Chart
Observations:1. Enhances value of Top Down Flowchart to inc lude: who is involved and in what capacity: = Responsible for transaction = Involved with transaction
2. Can be expanded into a RACI: Responsible, Accountable, Consulted & Informed diagram
3. Can add Top-Down Flow Chart or t ime/cost information under Block Diagram
4. Shows when no one or too many are in charge yielding a leadership vacuum
24
Wh t U E h Ch t
7/28/2019 PMap Essentials
38/41
When to Use Each Chart
Chart Type: Why Use This Tool: Advantages: Watch Outs:
1. Top Down Flow Chart * Macro overview of
process events or
milestones combined withdetailed sub steps.
* Quick reference checklist.
* Use as a process training
aid or Process Table of
Contents.
+ Easy to create.
+ Good first chart to make.
+ Links System Map withmore complex flowcharts.
Serves as a bridging
document.
+ Focuses solely on WHAT,
not who
Does not show:
- Who does what when.
- Activity processing orcycle time.
- Non-valued added steps.
- Process Logic or what
if paths
2. Cross FunctionalFlow Chart
* Shows who does what.* Focuses on the handoffs.
* Can show: human to
database interfaces &
database-to-database
interactions.
+ Shows: who, what, when.+ Facilitates organizational
cross- functional
awareness.
+ Helps define handoff
failures that result in
operational deployment
failures.
- If emotional baggageexists amongst the
process participants,
swim lane definition may
surface turf issues.
- Minimize use of logic
branches to keep chart
clutter to a minimum.
Step 1 Step 4Step 3Step 2
1a. First substep
1b. Second substep
1c. Third substep
1d. Fouth Substep
1e. Fifth Substep
4a. First substep
4b. Second substep
4c. Third substep
4d. Fouth Substep
4e. Fifth Substep
3a. Firstsubstep
3b. Second substep
3c. Third substep
3d. Fouth Substep
3e. Fifth Substep
2a. Firstsubstep
2b. Second substep
2c. Third substep
2d. Fouth Substep
2e. Fifth Substep
Start
End
Supplier
Dept1
Dept2
Dept3
Dept4
Customer
25
Ke Lessons
7/28/2019 PMap Essentials
39/41
Key Questions To Answer
Which chart should you use first?
Which is the best flowchart for Analysis? Orientation? Teaching?
What is the appropriate level of detail? (How deep do you drill?)
Key Lessons
9 Never deeper than you need to.9 Cover 80% of the situations.9You can dig deeper later into selected sub-processes.
9 It depends on the audience and the gap being investigated.
9 For supervisors, the cross-functional diagram for handoff gaps.9 For orientation or teaching, Top Down, but others are good too.
9Top-down flowchart or Systems Map
26
Charting Tips
7/28/2019 PMap Essentials
40/41
Three questions to answer regarding chart format selection9 Audience? Intent? Gap?
Start with a Top Down Flowchart after completing your Systems Map.
Do not assume your audience shares the same common sense
Place a clear title block in upper corner and include it9 Participant names, date, location remember the team
Make the chart consumable
Charting Tips
27
Resources
7/28/2019 PMap Essentials
41/41
Resources
www.odgroup.com/resources.asp
Articles Downloads and Videos
Links
Questions:
Bob BoehringerRDB@ODGroup.com
203 952-6495 cell
28
Recommended