Metrics-Based Process Mapping: An Excel-Based Solution
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The document outlines a metrics-based process mapping (MBPM) tool designed for office and service processes, aimed at improving performance and facilitating lean transformations. It details the steps for creating MBPMs, including documenting processes, adding key metrics, and identifying waste, while emphasizing the importance of electronic documentation for standardization and monitoring. The included Excel-based tool features a user-friendly design with automated metrics calculations and audit capabilities to streamline the mapping process.
Metrics-Based Process Mapping: An Excel-Based Solution
- 1. Metrics-Based Process Mapping Excel-Based Tool for Mapping Office & Service Processes
- 2. © 2011 Karen Martin & Mike Osterling 2
- 3. Metrics-Based Process Mapping (MBPM): What is it? Structured method for process analysis and design, documenting standard work, and monitoring expected performance levels. Visual methodology that integrates key time and quality metrics into conventional crossfunctional process maps. © 2011 Karen Martin & Mike Osterling 3
- 4. Metrics-Based Process Mapping (MBPM): Why use it? An effective tool for supporting lean transformations in office, service, and knowledge work environments. Fills a void with existing process mapping techniques An easy-to-use tool that facilitates: Gaining a deeper understanding of specific causes for the macro-level waste identified on a value stream map Designing tactical-level improvements Enables data-based decisions © 2011 Karen Martin & Mike Osterling 4
- 5. Step Step Functions 1 2 Parallel Steps MBPM Structure Timeline © 2011 Karen Martin & Mike Osterling 5
- 6. Steps for Creating the MBPM Document the current process Step 1: Document each activity and handoff(s) Step 2: Add key metrics (time and quality) & barriers to flow (e.g. batching, equipment downtime, shared resources, etc.) Step 3: Define the critical path Step 4: Create the timeline Step 5: Calculate summary metrics Step 6: Label value-adding (VA) and necessary non-value adding (N) steps (unlabeled steps are deemed waste) Identify root causes for the waste & other barriers to flow, and countermeasures to eliminate root causes Design the future state & calculate projected metrics © 2011 Karen Martin & Mike Osterling 6
- 7. Why Capture the MBPM Electronically? Archive the team’s work Distribute the maps to remote locations Document the new standard work for the process Training/retraining staff Monitoring process performance Communicate the impact of Kaizen Events and other improvement activities © 2011 Karen Martin & Mike Osterling 7
- 8. Product Information The CD contains three files: Essentials.pdf – describes the step-by-step approach for creating MBPMs manually, using paper and post-its User’s Guide.pdf – describes the tool’s functionality and the steps to creating electronic versions of the MBPMs MBPM.xlt – the Excel-based tool Mapping Including a Quick Start Guide for mature Excel users and those who already know how to create MBPMs © 2011 Karen Martin & Mike Osterling 8
- 9. The Excel-Based Tool: Easy to Use Intuitive design Custom tool bar and pull-down menus Color-coded cells Automated metrics calculations Mistake-proofing audit feature Easily distribute electronic “read only” versions of the process flow to nonlicensed users © 2011 Karen Martin & Mike Osterling 9
- 10. Tool Layout Seven sheets • Current State • Future State • Summary Metrics • Audit Findings • Metrics Descriptions • Sample MBPM • Quick Start Guide Custom toolbar with easy to use pull-down menus
- 11. Custom Toolbar Features Insert Remove Move Map Management
- 12. Color-Coded Cells Indicate Function Yellow – accepts user data entry Salmon / tan – auto-populates Black/gray/white – column/row labels & blank space © 2011 Karen Martin & Mike Osterling 12
- 13. Color-Coded Summary Metrics Sheet Auto-Calculates: Summary time and quality metrics for before and after maps Projected % improvement (color-coded for visual ease) Staffing requirements User-defined metrics
- 14. Metrics-Based Process Map Structure Process Steps Functions Current State Metrics-Based Process Map 0 PT Units 1 0 Seconds Hours Minutes Days LT Units 15 6 -1 0 Seconds Hours Minutes Days Process Details Specific Conditions Domestic orders through sales force Occurrences per Year 37,500 Hours Worked per Day 8 Date Mapped 25-Jun-08 Step # ► Function / Department 1 Customer Mapping Team Diane O'Shea Sean Michaels Sam Parks Sally Dampier Michael Prichard Process Name Order Fulfillment 1 2 Activity PT LT %C&A Fax PO to Sales Rep 0 0 Ryan Austin Mary Townsend Facilitator Dave Morgan 3 4 45% PT LT %C&A Activity PT LT %C&A Review PO; clarify with customer as needed 20 2 90% Fax PO to warehouse 10 4 Activity PT LT %C&A Activity PT LT %C&A Check inventory levels; notify Sales Rep re: status 2 Sales Rep Activity 5 90% 5 4 95% Fax PO to Sales Rep 5 0.33 90% 5 Finance 6 Warehouse / Shipping Critical Path PT Critical Path LT Rolled %C&A Total PT 0 20 0 45% 0 10 2 90% 20 5 4 5 4 90% 10 0.33 95% 5 90% 5 Key Metrics & Timeline Blue color-coded cells indicate the critical path
- 15. Archiving your MPBM 5 Easy Steps 1. 2. 3. Enter header information Insert functions and steps Create the current state map 4. Enter activities & key metrics Define the critical path Audit the map Create the future state map Enter activities & key metrics Define the critical path Audit the map 5. View the Summary Metrics Sheet © 2011 Karen Martin & Mike Osterling 15
- 16. Step 1 Enter Header Information Current State Metrics-Based Process Map PT Units Seconds Minutes Days Process Details Process Name Order Fulfillment Hours LT Units Seconds Hours Minutes Specific Conditions Domestic orders through sales force Occurrences per Year 37,500 Hours Worked per Day 8 Days Date Mapped 25-Jun-08 Mapping Team Diane O'Shea Sean Michaels Sam Parks Sally Dampier Michael Prichard Ryan Austin Mary Townsend D Define the units of measure being used © 2011 Karen Martin & Mike Osterling 16
- 17. Step 2A Insert Functions and Steps © 2011 Karen Martin & Mike Osterling 17
- 18. Step 2B Enter Function Names PT Units 1 0 Seconds Hours Minutes Days LT Units 15 6 -1 0 Seconds Hours Minutes Days Process Details Process Name Order Fulfillment Specific Conditions Domestic orders through sales force Occurrences per Year 37,500 Hours Worked per Day 8 Date Mapped 25-Jun-08 Step # ► Function / Department 1 Customer 2 Sales Rep 1 2 Activity PT LT %C&A Fax PO to Sales Rep 0 0 Activity PT LT %C&A 45% Review PO; clarify with customer as needed 20 2 90% 3 Account Manager © 2011 Karen Martin & Mike Osterling 18
- 19. Step 3A Enter Activities and Key Metrics Process Details Key PT Units 1 0 Seconds Hours Minutes Days LT Units 15 6 -1 0 Seconds Hours Minutes Days Process Name Order Fulfillment • Process Time Specific Conditions Domestic orders through sales force Occurrences per Year 37,500 1 Customer © 2011 Karen MartinRep Osterling 2 Sales & Mike (PT) • Lead Time (LT) Hours Worked per Day 8 Date Mapped 25-Jun-08 Step # ► Function / Department metrics 1 Activity PT LT %C&A Fax PO to Sales Rep 0 0 • Percent Complete & Accurate (%C&A) 2 Activity 45% Review PO; clarify with customer as PT LT 20 2 %C&A 19 90%
- 20. Step 3B Define the Critical Path © 2011 Karen Martin & Mike Osterling Pop-up prompts user to select critical path when parallel activities are present 20
- 21. The Critical Path: Blue Color-Coding Critical Path Critical path metrics auto-populate timeline © 2011 Karen Martin & Mike Osterling 21
- 22. Step 3C Audit the Map © 2011 Karen Martin & Mike Osterling 22
- 23. Defined map requirements must be met to generate summary metrics © 2011 Karen Martin & Mike Osterling 23
- 24. Successful audit results in generation of summary metrics © 2011 Karen Martin & Mike Osterling 24
- 25. Summary Metrics Auto-Calculate Flexible options for desired number of decimal places © 2011 Karen Martin & Mike Osterling 25
- 26. Step 4 Create Future State Map (Start from Scratch or Copy CS to FS) © 2011 Karen Martin & Mike Osterling 26
- 27. Step 4 (continued) Document the Future State Map Enter activities and key metrics Define the Future State Critical Path Audit the Future State Map © 2011 Karen Martin & Mike Osterling 27
- 28. Step 5 View the Summary Metrics Color-coded cells based on desired direction for projected improvement © 2011 Karen Martin & Mike Osterling 28
- 29. User-Defined Performance Metrics Provide Flexibility © 2011 Karen Martin & Mike Osterling 29
- 30. Summary Different than VSM – Used to document the micro-level current state for a process Facilitates the design of an improved future state Facilitates measuring and analyzing office, service, and knowledge-work processes in terms of both time and quality. Measures the impact of improvements Visual aid for training and monitoring process performance Effective tool to record key activities and calculate the impact of Kaizen Events © 2011 Karen Martin & Mike Osterling 30
- 31. Licensing Information Each CD provides one license only. Licensees may create and/or edit maps. Others may view the maps but may not create new or edit existing maps. The maps may be shared for viewing purposes after using the “Lock Toolbar” feature on the custom toolbar, which disables much of the map’s functionality. © 2011 Karen Martin & Mike Osterling 31
- 32. One license per CD purchased Discounts are available for volume purchases 5-9 copies = 5% discount 10-19 copies = 10% discount ≥20 copies = 15% discount For more information, Contact Chris Manion at Chris.manion@taylorandfrancis.com © 2011 Karen Martin & Mike Osterling 32
- 33. Final Notes Detailed information for creating metrics-based process maps can be found in: Chapter 12 of The Kaizen Event Planner: Achieving Rapid Improvements in Office, Service, and Technical Environments, Productivity Press, October 2007. Mapping Essentials and User’s Guide included with Metrics-Based Process Mapping: An Excel-Based Solution, Productivity Press, July 2008. © 2011 Karen Martin & Mike Osterling 33