The Simple Drawing Way To Map Business Processes
0 likes2,405 views
This document provides a comprehensive guide on process mapping, defining it as a graphical representation of business processes to improve efficiency. It outlines various techniques, benefits, and steps for creating effective process maps, emphasizing their role in identifying problems and optimizing processes. The content also highlights the importance of analyzing input variables to reduce variability and enhance overall performance.
The Simple Drawing Way To Map Business Processes
- 1. CITOOLKIT Process Mapping The Simple Drawing Way To Map Business Processes 10 30 20 40
- 2. citoolkit.com Definition A Process Map is a graphical representation of the process. It illustrates the chronological sequence of activities and representing them in a step-by-step manner. Process Mapping 2 10 50 20 60 40 30
- 3. citoolkit.com Definition It is a simple ways of making sense of what happens or should happen in a process. Process Mapping 3 It allows to know how exactly an organization does its work, how a process operates, and how well it is performing in accordance with its objectives
- 4. citoolkit.com Characteristics of Process Maps Process Mapping 4 Provides a mechanism for analyzing and studying processes The first step of process management Used to map existing processes as well as to design new processes
- 5. citoolkit.com Characteristics of Process Maps The preparation of a process map is not a solution by itself. It will however open opportunity to . . . Process Mapping 5 Simplify Optimize Streamline Redesign
- 6. citoolkit.com Uses Process maps helps identifying process variation, waste and non-value adding activities. Process Mapping 6 6σ Lean Enable the team to agree on the actions that they will take to improve or redesign the process
- 7. citoolkit.com Benefits Process Mapping 7 Identifies problem areas and opportunities for process improvement 02 Helps understanding and controlling the inputs to reduce process variation 03 Serves as a mean to document and communicate business processes 05 Often found in training, maintenance, technical and quality manuals 06 Provides a way of training and orienting new employees 07 Identifies optimal ways to serve customers and shareholders 08 Helps creating customer-focused processes 09 Brings clarity to complex processes in order to simplify, streamline and optimize them 01 Helps identify bottlenecks, delays, duplication of effort, and overall inefficient operations 04
- 8. citoolkit.com Benefits By analyzing processes, we will be able to: Process Mapping 8 Cost Delivery Quality Customer Satisfaction Reduce delivery cycle time Improve process and product quality Reduce cost Improve customer satisfaction and loyalty
- 9. citoolkit.com Benefits Process Mapping 9 Process Optimization The measurement and improvement of the process variables resulting in process improvement. Process Characterization Targeting and benchmarking of key process, product, and service characteristics resulting in selecting common success factors which lead to value creation.
- 10. citoolkit.com Benefits Process mapping can provide inputs to other continuous improvement techniques such as . . . Process Mapping 10 ROOT CAUSE ANALYSIS CONTROL PLANS CAUSE AND EFFECT ANALYSIS CAPABILITY STUDIES FMEA MSA
- 11. citoolkit.com Process Perspectives Three Process Perspectives . . . Process Mapping 11 10 30 20 40 What the process really is 10 30 20 What the process should be What you think the process is 10 40 20 30
- 12. citoolkit.com Process Mapping Techniques There are different techniques to map a process . . . Process Mapping 12 All these techniques can provide different views of the process. Flowchart Opportunity Map Value Stream Map SIPOC Map Flow Diagram Simple Drawing Process Sequence Chart Process Chart
- 13. citoolkit.com Process Mapping Techniques Process Mapping 13 Simple Drawing Process Map Only uses arrows and boxes to represent activities Not in stock Arrive on site Plan and schedule installation Invoice customer Install equipment and test Pick up parts No access
- 14. citoolkit.com Process Mapping Techniques Process Mapping 14 SIPOC Map A high-level summary of the process that lists suppliers, inputs, outputs and customers Inputs Process Outputs Customers Suppliers
- 15. citoolkit.com Process Mapping Techniques Process Mapping 15 Flowchart Provides a detailed view of the “should-be” process including decision points Add Sugar? No Yes Start Boil water Add tea Add sugar End Stir drink
- 16. citoolkit.com Process Mapping Techniques Process Mapping 16 Opportunity Map Helps identifying waste, delays and other non-value-added activities NVA Step 3 ENVA Step 2 VA Step 1
- 17. citoolkit.com Process Mapping Techniques Process Mapping 17 Process Sequence Chart Provides a way to identify the non-value-added activities including the time taken and the distance traveled per step Take samples To QC station Inspect samples Enter results into spreadsheet Wait report to be printed
- 18. citoolkit.com Process Mapping Techniques Process Mapping 18 Step # Time IN MINS Distance IN METERS Process description Process Chart Allows to provide further information about each process step including time and distance
- 19. citoolkit.com Process Mapping Techniques Process Mapping 19 Value Stream Map Used to prioritize improvement opportunities by helping identify bottlenecks, delays and waste Material Handling Processing Packaging Shipping I Supplier Customer FIFO Production Control Daily Schedule
- 20. citoolkit.com Process Mapping Techniques Process Mapping 20 Flow Diagram Depicts patterns of movement of product, materials, tools information and people
- 21. citoolkit.com Process Mapping Techniques So which process mapping technique is best? Process Mapping 21
- 22. citoolkit.com Process Mapping Techniques It depends on what you want to achieve . . . Process Mapping 22 Simply presenting the activities Understanding layout issues Expanded look at where value is added Show the high-level of the process I P O C S
- 23. citoolkit.com Process Mapping Techniques From this point until the end of the material, we will use the simple drawing process maps to illustrate the examples. Process Mapping 23
- 24. citoolkit.com Simple Drawing Process Map Simple drawing is the most basic form of process maps which uses only boxes and arrows. Process Mapping 24 Boxes to indicate the activities Arrows to indicate the flow direction Additional information can be added to each activity such as time and responsibilities.
- 25. citoolkit.com Example – Doing the Laundry Process Mapping 25 30 Select settings 10 Sort laundry 40 Add detergent 20 Load washer 60 Unload washer 80 Select settings 50 Start washer 70 Load dryer 90 Start dryer 110 Fold laundry 100 Unload dryer
- 26. citoolkit.com Process Levels Just like real maps, process maps can be created for different levels in the organization. Process Mapping 26 Each process step can itself be decomposed into several sub-steps.
- 27. citoolkit.com Process Levels Every business process can be described at different levels of detail. 1 2 1.1 1.3 1.2 1.1.1 1.1.2 1.1.3 At the strategic level, they often show the core processes only and would not have much details. In order to understand a process step in sufficient detail, you need the detailed view of that specific process step. Process Mapping 27
- 28. citoolkit.com Process Levels Process Mapping 28 SUB-SUB PROCESS CORE PROCESSES L1 SUB PROCESS L2 L3 DOWN TO THE TASK LEVEL
- 29. citoolkit.com Process Levels The level of detail varies depending on the needs. Process Mapping 29 Seeing the big picture can also help understanding how your work fits into the organization’s work as a whole. Level 1 Executives are more interested in the highest of the organization Level X A detailed view of a specific process
- 30. citoolkit.com Process Levels Work at the level that makes sense for your situation. Process Mapping 30 Level 1 Highest-level view of work Level 3 You will need a more detailed look for your own projects Level 2 Work that flows across several departments or within an entire department
- 31. citoolkit.com Example – Making Orange Juice The following is a process map for making orange juice. This process may be part of a larger process, such as the preparation of breakfast, for instance. Process Mapping 31 Prepare pastries Make orange juice Toast bread Put oranges in blender Rinse the oranges Pour into glass cups Blend until it get smooth Peel and slice
- 32. citoolkit.com Example – Repairing a Defective Unit This is a process map for repairing a defective unit after received by a customer. Process Mapping 32 Return to customer Repair defective unit Receive defective unit
- 33. citoolkit.com Example – Repairing a Defective Unit So far, only one process step has been mapped to a second level. Process Mapping 33 Return to customer Repair defective unit Receive defective unit Replace defective part Troubleshoot to locate the problem Complete paperwork Functional test Order new part from store Area of Interest
- 34. citoolkit.com Example – Repairing a Defective Unit Notice the rework loop which occurs when it is discovered during testing that the installed part is non-functional. Process Mapping 34 Replace defective part Troubleshoot to locate the problem Complete paperwork Functional test Order new part from store New part not working (10%) Will there be other rework loops or delays in this process?
- 35. citoolkit.com Vertical vs. Horizontal Expansions Process Mapping 35 Sub process Vertical expansion Detailed process Horizontal expansion
- 36. citoolkit.com Horizontal Expansion The amount of detail varies depending on the needs. Steps taken when things go wrong The activities of approving and decision making Sometimes you may leave out important details such as: Process Mapping 36
- 37. citoolkit.com Horizontal Expansion Process Mapping 37 Makes a process map easier to create and interpret and useful when trying to quickly capture the basic outline of the process Takes longer to create but shows more accurately how the process really works
- 38. citoolkit.com Example – Can Making Process Map Process Mapping 38 20 Drawing cups 120 Form & flange necks 100 Drying inside cans 10 Preparing coil 70 Decorating cans 30 Redraw/ironing cans 90 Spraying inside cans 40 Trimming cans 80 Drying ink on cans 50 Washing cans 60 Drying cans 110 Waxing necks 130 Reforming domes 140 Light testing cans 150 Vision and visual testing 160 Palletizing cans 170 Strapping pallet 180 Wrapping pallet
- 39. citoolkit.com How Much Detail is Needed? Process maps can quickly become long and complicated when there is much detail to show. Process Mapping 39 You may need to present everything in more than one page. Later, you may need to redo the map for clarity.
- 40. citoolkit.com Other Process Mapping Formats Process Mapping 40 Time-function Mapping Flow Dept. X Y KPI Time Process Map Table 1 2 3 TIME FUNCTION
- 41. citoolkit.com Time-Function Mapping A process map with the time added on one axis and the function on the other axis. Can be made for the baseline process as well as for the future process. Helps to identify and eliminate waste such as delays. Process Mapping 41 TIME (AVERAGE) FUNCTION
- 42. citoolkit.com Example – Waiting Time to Repair Defective Units Process Mapping 42 Troubleshoot to locate the problem Receive defective unit Customer Dealer representative IT Store 10 Minutes Replace defective part Functional test Complete paperwork Return to customer Receive product Collect the new part(s) Provide defective unit 13 Minutes 6 Minutes 6 Minutes 3 Minutes 8 Minutes 10 Minutes 56 Minutes ( customer waiting time )
- 43. citoolkit.com Process Map Table More information can be displayed in process maps such as . . . The time it takes to perform each activity. The responsible person for each activity. Activity inputs and outputs. Key performance indicators. Process Mapping 43 Flow Dept. X Y KPI Time 1 2 3 What else?
- 44. citoolkit.com Example – Hotel Check-Out Process Mapping 44 Process flow Description Department Responsible Inputs Outputs Key metrics Time range Greet the guest and ask about stay Front office Front desk agent Check guest balance Front office Front desk agent Reservation number Guest balance 0.5 – 1.5 minutes Prepare invoice for guest Front office Front desk agent Invoice print out Time to prepare invoice Collect payment Front office Front desk agent Payment Handover invoice copy Front office Front desk agent Enveloped invoice Request guest to fill out satisfaction survey (Get his/her consent) Front office Front desk agent Satisfaction survey Completed survey Satisfaction rate 2.5 – 4.0 minutes Thank the guest Front office Front desk agent Update room status Front office Front desk agent Room number Room status 1 2 4 5 3 7 8 6
- 45. citoolkit.com Input Variables One of the main benefits of a process map is to identify key process input variables that cause high variability in the process. Process Mapping 45 PROCESS Inputs Outputs N SOP DF By understanding and controlling the inputs, it is possible to reduce variation within the process.
- 46. citoolkit.com Input Variables Identify all factors that are present for each of the process steps, including the . . . Process Mapping 46 Y = F(X) Noise factors N Standard factors SOP Design factors DF Key process input variables (KPIV's) are the input variables that have significant impact on the variability of the process
- 47. citoolkit.com Input Variables – Noise Factors Process Mapping 47 N Uncontrollable, costly or preferably not to be controlled factors Good to know how to compensate changes in these factors. Examples: Environmental and cultural factors.
- 48. citoolkit.com Input Variables – Standard factors (SOPs) Process Mapping 48 Have been standardized according to some operational requirements. Record and understand how often they are out of control. Examples: Safety and preventive maintenance factors. SOP
- 49. citoolkit.com Input Variables – Design Factors Process Mapping 49 The controllable factors that can be adjusted and controlled. This area is where we need to focus our efforts to improve the process. Examples: The speed of a machine and the ingredients of a recipe. DF
- 50. citoolkit.com Input Variables Process Mapping 50 There is a fourth factor! the ‘never thought of before’ factors
- 51. citoolkit.com Example – Process an Expense Report Process Mapping 51 10 Prepare expense report Employee 20 Approve and Sign Dept. Manager 30 Approve and Sign Controller 40 Pay employee Payroll Officer Trip date N Expense category SOP Expenses receipts SOP Place of visit N Correct accounts SOP Travel justification SOP Total expenses N Correct accounts SOP Total expenses N Math calculations SOP Payment method DF1 Payroll system SOP Payment date SOP Payment time DF2 The purpose of this example is to help identify all possible sources of variation that could have an influence on the performance of the process. How many controllable sources of variation do we have here that could have an influence on the performance of the process?
- 52. citoolkit.com Example – Making Coffee The following is an example of a process map that details the steps required for preparing a coffee drink. Process Mapping 52 Eight controllable factors can be adjusted to influence the quality and flavor of the coffee. Collect ingredients Coffee type DF1 Coffee age N Milk type DF2 Milk age N Measure ingredients Coffee amount DF3 Measurement SOP Boil water Tap or filter DF4 Water amount SOP Add water to Ingredients Time prior adding DF5 Add Sugar (if required) White or brown DF8 Measurement SOP Taste Method SOP Cool Time DF7 Ambient N Stir Stir time DF6 Stir direction SOP Stir pattern SOP
- 53. citoolkit.com Steps for Constructing a Process Map Process Mapping 53 Gather the team and ensure everyone is clear on the process that is going to be mapped • Involve operators, supervisors, process experts, engineers, quality personnel. • Identify external customers and suppliers. • Identify Business and process objectives.
- 54. citoolkit.com Steps for Constructing a Process Map Process Mapping 54 Agree on the mapping technique and the scope and boundaries • Agree on the level of detail.
- 55. citoolkit.com Steps for Constructing a Process Map Process Mapping 55 Generate the ‘As-Is’ process map by identifying all the current activities and their sequence • Identify all major process activities and the sequence of completion. 1 2 3 4
- 56. citoolkit.com Steps for Constructing a Process Map Process Mapping 56 Add further details as necessary, and classify the input variables as Design, Noise or SOP • This will help focus on those inputs that are controllable. • List input and output variables at each step (optional). 1 2 3 4 DF1 SOP F SOP DF2 F F SOP DF3 DF4
- 57. citoolkit.com Steps for Constructing a Process Map Process Mapping 57 Analyze the mapped process to identify problem areas and improvement opportunities • Consider delays, duplication, errors, inefficiencies and other non-value-added activities.
- 58. citoolkit.com Steps for Constructing a Process Map Process Mapping 58 Build the ‘Should-Be’ process map that corrects the inefficiencies and waste identified earlier • Implement actions to reduce variability and improve the process.
- 59. citoolkit.com Hints Process Mapping 59 Clarify process boundaries Use brief description to describe each activity Number your process steps Whenever possible start with verbs
- 60. citoolkit.com Potential Pitfalls Process Mapping 60 Mapping without a clear purpose Not verifying the facts Lost in the details Hidden bias or agenda
- 61. citoolkit.com Further Information Process Mapping 61 It’s always recommended to walk the process before you draw your process map to get an overview of the process and identify the boundaries The exercise of mapping your company processes can clarify your and your team’s understanding of the work
- 62. citoolkit.com Further Information Supportive Questions . . . Process Mapping 62 Are things done in the right sequence? Are there times when waiting is involved? Are all activities necessary? Could these rework loops be eliminated? How can waiting be reduced? Are there rework loops where activities are repeated? Are there any quick wins possible? Can any paperwork be eliminated? Does information arrive on time?
- 63. citoolkit.com Further Information If several people are going to chart the processes, design a template to ensure that one language is being spoken. Process Mapping 63
- 64. citoolkit.com Further Information Common Process Problems . . . Process Mapping 64 Long cycle times Too many inspections Errors and rework Excessive delays Duplication Complex procedures Non-value adding steps Bottlenecks Missing steps Dead ends Costly steps Departure from procedure
- 65. citoolkit.com Further Information What do we think of a process is not necessary what it actually is . . . Process Mapping 65 What you think it is? What it actually is? Hidden factors What you would like it to be?
- 66. © Copyright Citoolkit.com. All Rights Reserved. CITOOLKIT Made with by The Continuous Improvement Toolkit www.citoolkit.com