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Jim Butler
QI Coach
All improvements are a result of a change,But not all changes result in an improvement.
Dr. Deming is purported to have said:
Of all the changes he had observed, “only about 5% were improvements…the rest, at best were illusions of progress!”
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A Process Map is the first step we take in understanding a process
Organized combination of shapes, lines, and text
A process map provide a visual illustration, a picture of the steps the process undergoes to complete it's assigned task
From this graphic picture we can see a process and the elements comprising it
Shows how interactions occur
Makes the invisible visible
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A process is a series of steps or actions performed to achieve a specific purpose.
A process can describe the way things get done.
Your work involves many processes.
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Most processes are undocumented or evolving We don’t usually think of our work as a process A process may extend beyond organization units
What Dr. Deming said: “You cannot improve a process until you
understand it!” “If you can't describe what you are doing as a
process, you don't know what you're doing.”
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Doing a Process Map provides an opportunity to learn about work that is being performed.
Dr. Myron Tribus said,“You don’t learn to process map,You process map to learn.”
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Document the way we do our work. Provide a reference to discuss how things get
done. Describe and understand the work we do. Identify points where baseline data may be
captured or created for subsequent analysis using QI Tools like, Fishbone Diagrams, Check Sheets, Run Charts, and Pareto Charts.
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Creates a common vision Establishes the “AS IS” baseline – Current State
◦It may take multiple passes to get to the “As Is” State Baseline to measure improvements Identifies wasteful steps – activities/waits Uncovers variations - realize everyone is not doing it
the same way – there will be disagreements Shows where improvements could be made and
potential impacts Training tool – for new employees
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Getting to know other people in your department as well as others who may be outside the department who are also involved in your process.
Getting to know how everyone is vital to serving our clients/customers. Everyone!
The opportunity to work together in a collaborative fashion.
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Start & End: An oval is used to show the materials, information or action (inputs) to start the process or to show the results at the end (output) of the process.
Activity: A box or rectangle is used to show a task or activity performed in the process. Although multiple arrows may come into each box, usually only one arrow leaves each box.
Decision: A diamond shows those points in the process where a yes/no question is being asked or a decision is required.
Break: A circle with either a letter or a number identifies a break in the Flowchart and is continued elsewhere on the same page or another page.
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Assemble the team Discuss and reach agreement on the process to be
mapped Define where the process will begin and where it will
end Decide on the level of detail to be displayed Make an list of the steps in the process Construct the process map ordering the steps,
identify activities and decision points Be accurate and honest Identify others not on the team who do the work,
to review drafts and provide input
Michigan's Quality Improvement Guidebook 11
Hands Are Dirty
Hands Are Clean
Macro to Micro
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Start with the first step in the process. Identify each step in the process on a sticky note, post on the
wall. Begin each description of each step with a verb. Each step should lead to a new step. Don’t connect steps until you have the process map drafted. Review and agree as a team the accuracy, completeness,
and level of detail. Don’t forget to share the process map with others who work in
the process for their comments and input. Review one last time and finalize.
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Document what is, not what you would like it to be.
It is ok to revise the process map later as you learn more about the process.
To involve those who are doing the process. Make the process map real, use terms and titles
that people are familiar with.
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Process Map to learn. Process Map to document a baseline to measure
improvement vs. change. Process Map to point to where data may be that
describes the current process. Process Maps can be revised. Process Maps are meant to be shared. Process Maps may be used outside of QI.
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