Process Mapping

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

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

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

2001 ConceptFlow 4

Versions Of A Process
At Least Three Versions
What You Think It Is... What It Actually Is... What You Would Like It To Be...

2001 ConceptFlow

Relating The Versions Of Process Maps To Levels Of Performance

Q: Quick

Breakthrough Defects and Waste

S: Simple

C: Easy
As-Is = Current State

Q,S&C $$$

Should-Be = Process Entitlement

Could-Be = Breakthrough State

Improvement Period

Time

2001 ConceptFlow

Levels Of A Process
Business Process (Strategic)
Business Processes
Sales Business Development

Core Functional Departments

Contracting Client Service

Underwriting

Sub-process
High Level Process Map
Supplier
Underwriters
Terms Terms Docs Negotiate Close

Client

Detailed Sub-Process Map

Tasks Procedures

(ext.) Clients (int.) Cust. Service Dept.

Detailed Subprocess

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

2001 ConceptFlow 8

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

2001 ConceptFlow

Basic Structure Of SIPOC

Requirements Requirements

S
Suppliers

I
Inputs
Input Boundary

P
Process

O
Outputs
Output Boundary

C
Clients

High Level Process Map also known as SIPOC

2001 ConceptFlow 10

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

2001 ConceptFlow

11

SIPOC Form Guide - Excel Version

S
Suppliers

I
Inputs

P
Process
( Top level description of activity)
Requirements
8

O
Outputs
(Deliverables from the process)

C
Clients
(Anyone who receives a deliverable from the process)
Requirements

(Providers of (Resources the required required by resources) the process)

7
Who is the supplier of each input?

What does the process expect from each input?

Boundary
2
When does The Process start?

5
What does each client expect from each output?

3
What are the outputs from the process?

6
What Inputs are required to enable this process to occur?

1
What is the process?

4
Who is the client of each output?

2
When does the process end?

Boundary

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Airline Reservation SIPOC Example

Occurs before process starts
Suppliers
(Providers of the required resources)

After process ends

Process
(Top level description of activity)

Inputs
(Resources required by the process)

Outputs
(Deliverables from the process)

Clients
(Anyone who receives a deliverable from the process)

Requirements Client Request for Travel Company Travel Authorization Availability Request For Reservation Travel Information Dates Travel Approval Code Initiates Reservation Company Profile, Traveler Profile, Author. Code Departure and Arrival Cities, Date, Times Current Credit Card w/available credit limit Correct Airline Reservation Ticket or E-ticket Booking a Business Airline Reservation Customer Request For Travel Service

Requirements Professional and Courteous Less Than 10 Minutes Low to Moderate Cost Low to Moderate Cost Mail/email, carrier, times, dates, seat, special requests Zero Defects Business/ Corporate Traveler Business/ Corporate Traveler Biggest Client

Company

Time to Process

Traveler Company Travel Agency Traveler

Cost

Carrying Cost

Company Business/ Corporate Traveler Business/ Corporate Traveler Travel Agent and Carrier Company Acct Rec, Credit Card Company

Travel Itinerary

Traveler

Payment Method Address; mail and/or email

Traveler

Revenue

Profit Margin Electronic Communication Daily

Billings

2001 ConceptFlow

13

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 CTs? If this were your process, how would you verify the requirements are client driven? What clients or client segments should be given priority?

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14

Assimilating The VOC Information

List verbatims
Critical Incidents (VOC) CTS issues Client Requirements Cost of tickets Cost of service Professional and courteous service Accuracy of charges Itineraries correct Tickets correct Time to process < 10 minutes Itineraries/E-tickets emailed within the hour Daily updates of corporate travel account

Gap #1

Cost

Perhaps gap #2, But within our control Quality of Service

Validate perceptions with data collected on the Ys

2001 ConceptFlow

Delivery of Service and Information

15

Steps For Performing The Gap Analysis

Collected incidents should be grouped in accordance with the CTs 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

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Highlighting The Gaps

Also recognize that some of the issues may be related to the process inputs
Suppliers
(Providers of the required resources)

Inputs
(Resources required by the process)

Process
(Top level description of activity)

Outputs
(Deliverables from the process)

Clients
(Anyone who receives a deliverable from the process)

Requirements Client Request for Travel Company Travel Authorization Availability Request For Reservation Travel Information Dates Travel Approval Code Initiates Reservation Company Profile, Traveler Profile, Author. Code Departure and Arrival Cities, Date, Times Current Credit Card w/available credit limit Correct Airline Reservation Ticket or E-ticket Booking a Business Airline Reservation Customer Request For Travel Service

Requirements Professional and Courteous Less Than 10 Minutes Low to Moderate Cost Low to Moderate Cost Mail/email, carrier, times, dates, seat, special requests Zero Defects Business/ Corporate Traveler Business/ Corporate Traveler Biggest Client

Company

Time to Process

Traveler Company Travel Agency Traveler

Cost

Carrying Cost

Company Business/ Corporate Traveler Business/ Corporate Traveler Travel Agent and Carrier Company Acct Rec, Credit Card Company

Travel Itinerary

Traveler

Payment Method Address; mail and/or email

Traveler

Revenue

Profit Margin Electronic Communication Daily

Billings

2001 ConceptFlow

17

Data Collection To Validate The Gaps

Current data availability? Data collection required? Establish the baseline before committing to goals
Internal Process, Efficiency Measures Aimed at internal efficiency metrics: Value Cycle time Cost Resources Effectiveness or Output Measures Output measures aligned with CTSs

Input Measures Is the gap associated with the requirements on the inputs?

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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

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Your Project SIPOCs

Class Discussion: In your teams, flipchart a list of how the SIPOC tool assisted you with your project What are the benefits?

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Detailed Process Mapping

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Airline Reservation Process Map

Authorized Travel Auth. Code Agency Request Entered Correct Traveler Information Traveler Information Verification Updated Profile Information Correct Correct Traveler Billing Info Into System Gather Customer Billing Info Client name, S Location, S Auth. Code, S Operator, S Agent N Traveler N Computer Systems, N Measurement Systems, N N Auth. Code?

Travel Request Complete Travel Request Form Request Form, S Charge No., S Traveler N Location Variation, N Computer Systems, N Other Personnel? Form Procedure S Travel Information N

Need For Travel

Complete Travel Authorization Authorization Form, S Domestic International Traveler Approver Website, S Travel Budget C Cost Estimate S Computer Systems,N Location Variation,N

Contact Agency Contact Service, S Phone/Web Travel Information,S Traveler/Designee, N Agency Resources day time, SN after hours, SN Computer Systems, N Measurement Systems, S Time In Queue Time in VRU Call Volume Peak Hours

Rationale, N Viable Alternatives, N Traveler N Destination Customer,N

Traveler Info, S Company Info, S Restrictions if applicable, S Preferences, S (seat, class) Agent N Traveler N Computer Systems, N Measurement Systems, S

Request Entered Into Saber System Confirmation # Request for Reservation

Acceptable Cost?

Flag discrepancy to Company Policy Acceptable Arrangements? Traveler input, S Company Policy, S Operator input, S

Service Options Determined

Lowest Cost Enter Travel Preferences Into Saber Frequent Flyer Programs, N Preference for Carrier, N Traveler Input, S Agent N Traveler N Computer Systems, N Measurement Systems, N

Travel Info Entered Into Saber Enter Travel Information Into Saber

Carrier Search Service, S Dates, S Times, N Cost, N Saber Program, SN Computer Service, S Operator input, S

SNAP

Real time Saber system, SN Operator input, N Agent N Computer Systems, N Measurement Systems, N

Company Policy, S Travel Authorization S Traverl Input N

Saber, S Button, C Operator input, S Saber updates, N

Depart City, S Destin City, S Dates of Travel, S Operator input, S Agent N Traveler N Computer Systems, N Measurement Systems, N

Reservation Booked Reservation Booking E-ticket or Paper No Yes Email Verification Operator, S Traveler, S Computer System N VA: Value Added BVA: Business Value Added NVA: Non-Vale Added C: Controllable

Payment Processing Profile Match, S Credit Card #, S Expir. Date, S Name on Card, S Traveler input, S Computer System S Measurement Systems? Print tickets & Itinerary Printer, CN Ticket Machine, CN

Card Approved Credit System, S Operator, S

Saber System, S Operator, S

Confirm Arrangements w/ Traveler

Courier Selected Delivery Method Selection Mail, S Overnight, S Courier, S Operator input, S

Address Verified Profile Updated

Address Verification Agent N Traveler N Computer Systems Measurement Systems Itinerary Copied

S: Standard Operating Procedures N: Noise

Package For Outgoing Mail Meter, C Packaging, S Weight, CN Size, CN Operator or admin, S

Call time End Call Email Itinerary

Traveler Input Confirm Arrangements Generate Saber E-ticket Itinerary Screen Copy, S

Email Address, CS Internet Connect, S Operator input, S

Traveler Input, S

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Detailed Process Mapping Symbols

- Process Step or Operation (White)

- Delay (Red)
- Measurement, Quality Check, or Inspection (Yellow)

- Storage (Yellow)
- Decision (Blue)

- Handling, Transport or Movement of Material (Yellow)

2001 ConceptFlow BK1-2PROCESS MAP

23

Basic Structure

Scrap
Bad Bad

Good

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?
Warehouse

Good

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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

2001 ConceptFlow 25

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

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Process Mapping Steps

1. Complete High Level Process Map (SIPOC) 2. Identify all steps in the process, including value added and non-valueadded, 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
2001 ConceptFlow 27

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!

2001 ConceptFlow 28

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) Xs that have been statistically proven to impact the process Y(s)

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Step 1 Example: Pasta High Level SIPOC Map

Pasta High Level Process Map Suppliers
Restaurant Owner Grocery Store

Input
Raw Pasta Pan H2O Cup Stove Spoon Salt Oil

Cooking Pasta

Output
Cooked Pasta

Clients
Patrons Owner Cook

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Step 2 Example: Identify All Process Steps

Pasta Process Map Designate steps as value-added or non-value-added
Rework
.01 DPU .5 MINUTE 6 MINUTES .25 MINUTE 9 MINUTES No

Input
Raw Pasta Pan H2O Stove Spoon Salt Oil

Add water, salt & oil

Boil Water

Add Pasta

Cook Pasta

Done? Yes

Output Cooked Pasta

Add cycle time, defect/yield data and ALL rework loops

2001 ConceptFlow 31

Step 3 Example: Determine Outputs For Each Step

Pasta Process Map
Rework
.01 DPU No

.5 MINUTE

6 MINUTES

.25 MINUTE

9 MINUTES

Input
Raw Pasta Pan H2O Stove Spoon Salt Oil

Add water, salt & oil

Boil Water

Add Pasta

Cook Pasta

Done? Yes

Output Cooked Pasta

Boiling Water Water Remaining Steam

Properly Cooked

What are the outputs for the other steps?

2001 ConceptFlow 32

Step 4a Example: List Inputs For Each Step

Pasta Process Map
Rework
.01 DPU No

.5 MINUTE

6 MINUTES

.25 MINUTE

9 MINUTES

Input
Raw Pasta Pan H2O Stove Spoon Salt Oil

Add water, salt & oil

Boil Water
Amt. of Salt Amt. of Oil Lid or Not Altitude Ambient Temp Time Minerals in H2O Pan Material Pan Size Pan Condition Boiling Instructions BTUs

Add Pasta
Boiling Water Water Remaining Steam

Cook Pasta

Done? Yes

Output Cooked Pasta

Time Lid or Not Type of Pasta Amount of Pasta Altitude Ambient Temp Cooking instructions

Properly Cooked

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Step 4b Example: Classify Input Variables

Pasta Process Map
Rework
.01 DPU No

.5 MINUTE

6 MINUTES

.25 MINUTE

9 MINUTES

Input
Raw Pasta Pan H2O Stove Spoon Salt Oil

Add water, salt & oil

Boil Water

Add Pasta

Cook Pasta

Done? Yes

Output Cooked Pasta

Boiling Water Properly Cooked C Amt. of Salt Water Remaining C Time C Amt. of Oil C Lid or Not Steam

C Lid or Not N Altitude N Ambient Temp N Time N Minerals in H2O C Pan Material C Pan Size C Pan Condition S Boiling Instructions C BTUs

C Type of Pasta C Amount of Pasta N Altitude N Ambient Temp S Cooking instructions

Key C - Controllable S - SOP N - Noise

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Step 5 Example: Add Operating Specifications

Pasta Process Map
Rework
.01 DPU No

.5 MINUTE

6 MINUTES

.25 MINUTE

9 MINUTES

Input
Raw Pasta Pan H2O Stove Spoon Salt Oil

Add water, salt & oil

Boil Water

Add Pasta

Cook Pasta

Done? Yes

Output Cooked Pasta

Boiling Water Properly Cooked C Amt. of Salt Water Remaining C Time C Amt. of Oil C Lid or Not Steam

Controllable Input Variable Time (minutes) Amount of Pasta (ounces)

2001 ConceptFlow

C Lid or Not N Altitude N Ambient Temp N Time N Minerals Upper in H2O Lower Target C Pan spec Material Spec C Pan Size 9 10 8 C Pan Condition S Boiling Instructions 16 18 14 C BTUs

C Type of Pasta C Amount of Pasta N Altitude N Ambient Temp S Cooking instructions

Key C - Controllable S - SOP N - Noise

35

Process Mapping - Excel Method

Value Added/ Non value Added

Input

Type

Amount of water Amount of salt Amount of oil Pasta instructions Amt. of Salt Amt. of Oil Lid or Not Altitude Ambient Temp. Time Minerals in H2O Pan Material Pan Size Pan Condition Boiling Instructions BTUs

Controllable Controllable Controllable SOP Controllable Controllable Controllable Noise Noise Noise Noise Controllable Controllable Controllable or Noise SOP Controllable

Process Add water, salt and water

CT=.5 minutes DPU=? COPQ=?

Output

VA

Ingredients added

Boil Water
CT=6 minutes DPU=? COPQ=?

NVA

Boiling Water Water Remaining Steam

Can be effective, however, difficult to show rework loops

2001 ConceptFlow 36

Airline Reservation Process Map Example

2001 ConceptFlow

37

Step 1 Example: Airline Reservation High After process ends Level Map
Occurs before process starts
Suppliers
(Providers of the required resources)

Inputs
(Resources required by the process)

Process
(Top level description of activity)

Outputs
(Deliverables from the process)

Cients
(Anyone who receives a deliverable from the process)

Requirements Client Request for Travel Company Travel Authorization Availability Request For Reservation Travel Information Dates Travel Approval Code Initiates Reservation Company Profile, Traveler Profile, Author. Code Departure and Arrival Cities, Date, Times Current Credit Card w/available credit limit Correct Airline Reservation Ticket or E-ticket Booking a Business Airline Reservation Customer Request For Travel Service

Requirements Professional and Courteous Less Than 10 Minutes Low to Moderate Cost Low to Moderate Cost Mail/email, carrier, times, dates, seat, special requests Zero Defects Business/ Corporate Traveler Business/ Corporate Traveler Biggest Client

Company

Time to Process

Traveler Company Travel Agency Traveler

Cost

Carrying Cost

Company Business/ Corporate Traveler Business/ Corporate Traveler Travel Agent and Carrier Company Acct Rec, Credit Card Company
38

Travel Itinerary

Traveler

Payment Method Address; mail and/or email

Traveler

Revenue

Profit Margin Electronic Communication Daily

Billings
2001 ConceptFlow

Step 2 Example: Identify All Process Steps

Need For Travel

Complete Travel Request Form

Complete Travel Authorization

Contact Agency

Traveler Information Verification

Information Correct

Gather Customer Billing Info

N Auth. Code? Y

Request for Reservation

Acceptable Cost?

Acceptable Arrangements?

Carrier Search

SNAP

Enter Travel Preferences Into Saber

Enter Travel Information Into Saber

Payment Processing

Card Approved

Reservation Booking

E-ticket or Paper No

Yes

Email Verification VA: Value Added BVA: Business Value Added NVA: Non-Vale Added

Print tickets & Itinerary

Confirm Arrangements w/ Traveler

Delivery Method Selection

Address Verification

Package For Outgoing Mail

End Call

Email Itinerary

Confirm Arrangements

Generate Saber E-ticket Itinerary

Add steps and ALL rework loops

39

2001 ConceptFlow

Step 3 Example: Determine Outputs For Each Step

Travel Request Complete Travel Request Form Authorized Travel Auth. Code Agency Request Entered Correct Traveler Information Traveler Information Verification Updated Profile Information Correct Correct Traveler Billing Info Into System Gather Customer Billing Info N Auth. Code? Y Need For Travel Complete Travel Authorization Contact Agency

Request Entered Into Saber System Confirmation # Request for Reservation

Acceptable Cost?

Flag discrepancy to Company Policy Acceptable Arrangements?

Service Options Determined

Lowest Cost Enter Travel Preferences Into Saber

Travel Info Entered Into Saber Enter Travel Information Into Saber

Carrier Search

SNAP

Reservation Booked Reservation Booking E-ticket or Paper No VA: Value Added Address Verified Profile Updated BVA: Business Value Added NVA: Non-Vale Added Yes Email Verification

Payment Processing

Card Approved

Confirm Arrangements w/ Traveler

Courier Selected Delivery Method Selection

Print tickets & Itinerary

Traveler AddressInput Verification

Package For Outgoing Mail Call time End Call Email Itinerary Confirm Arrangements

Itinerary Copied

Generate Saber E-ticket Itinerary

What are the outputs for the other steps?

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Step 4a Example: List Inputs For Each Step

Authorized Travel Auth. Code Agency Request Entered Correct Traveler Information Traveler Information Verification Traveler Info Company Info Restrictions if applicable Preferences (seat, class) Agent Traveler Computer Systems Measurement Systems Updated Profile Information Correct Correct Traveler Billing Info Into System Gather Customer Billing Info Client name Location Auth. Code Operator Agent Traveler Computer Systems Measurement Systems N Auth. Code?

Travel Request Complete Travel Request Form Request Form, Charge No. Traveler Location Variation Computer Systems Other Personnel Form Procedure Travel Information

Need For Travel

Complete Travel Authorization Authorization Form, Domestic International Traveler Approver Website, Travel Budget Cost Estimate Computer Systems Location Variation

Contact Agency Contact Service, Phone/Web Travel Information Traveler/Designee Agency Resources day time after hours Computer Systems Measurement Systems Time In Queue Time in VRU Call Volume Peak Hours

Rationale, Viable Alternatives, Traveler Destination Customer,

Request Entered Into Saber System Confirmation # Request for Reservation

Acceptable Cost?

Flag discrepancy to Company Policy Acceptable Arrangements? Traveler input Company Policy Operator input

Service Options Determined

Lowest Cost Enter Travel Preferences Into Saber Frequent Flyer Programs Preference for Carrier Traveler Input Agent Traveler Computer Systems Measurement Systems

Travel Info Entered Into Saber Enter Travel Information Into Saber

Carrier Search

SNAP

Real time Saber system Operator input Agent Computer Systems Measurement Systems

Company Policy Travel Authorization Traverl Input

Service Dates Times Cost Saber Program Computer Service Operator input

Saber Button Operator input Saber updates

Depart City Destin City Dates of Travel Operator input Agent Traveler Computer Systems Measurement Systems

Reservation Booked Reservation Booking E-ticket or Paper No Yes Email Verification Operator Traveler Computer System VA: Value Added BVA: Business Value Added NVA: Non-Vale Added

Payment Processing Profile Match Credit Card # Expir. Date Name on Card Traveler input Computer System Measurement Systems Print tickets & Itinerary Printer Ticket Machine

Card Approved Credit System Operator

Saber System Operator

Confirm Arrangements w/ Traveler

Courier Selected Delivery Method Selection Mail Overnight Courier Operator input

Address Verified Profile Updated

Address Verification Agent Traveler Computer Systems Measurement Systems Itinerary Copied

Package For Outgoing Mail Meter Packaging Weight Size Operator or admin

Call time End Call Email Itinerary

Traveler Input Generate Saber E-ticket Itinerary Screen Copy,

Confirm Arrangements

Email Address Internet Connect Operator input

Traveler Input

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Step 4b Example: Classify Input Variables

Authorized Travel Auth. Code Agency Request Entered Correct Traveler Information Traveler Information Verification Updated Profile Information Correct Correct Traveler Billing Info Into System Gather Customer Billing Info Client name, S Location, S Auth. Code, S Operator, S Agent N Traveler N Computer Systems, N Measurement Systems, N N Auth. Code?

Travel Request Complete Travel Request Form Request Form, S Charge No., S Traveler N Location Variation, N Computer Systems, N Other Personnel? Form Procedure S Travel Information N

Need For Travel

Complete Travel Authorization Authorization Form, S Domestic International Traveler Approver Website, S Travel Budget C Cost Estimate S Computer Systems,N Location Variation,N

Contact Agency Contact Service, S Phone/Web Travel Information,S Traveler/Designee, N Agency Resources day time, SN after hours, SN Computer Systems, N Measurement Systems, S Time In Queue Time in VRU Call Volume Peak Hours

Rationale, N Viable Alternatives, N Traveler N Destination Customer,N

Traveler Info, S Company Info, S Restrictions if applicable, S Preferences, S (seat, class) Agent N Traveler N Computer Systems, N Measurement Systems, S

Request Entered Into Saber System Confirmation # Request for Reservation

Acceptable Cost?

Flag discrepancy to Company Policy Acceptable Arrangements? Traveler input, S Company Policy, S Operator input, S

Service Options Determined

Lowest Cost Enter Travel Preferences Into Saber Frequent Flyer Programs, N Preference for Carrier, N Traveler Input, S Agent N Traveler N Computer Systems, N Measurement Systems, N

Travel Info Entered Into Saber Enter Travel Information Into Saber

Carrier Search Service, S Dates, S Times, N Cost, N Saber Program, SN Computer Service, S Operator input, S

SNAP

Real time Saber system, SN Operator input, N Agent N Computer Systems, N Measurement Systems, N

Company Policy, S Travel Authorization S Traverl Input N

Saber, S Button, C Operator input, S Saber updates, N

Depart City, S Destin City, S Dates of Travel, S Operator input, S Agent N Traveler N Computer Systems, N Measurement Systems, N

Reservation Booked Reservation Booking E-ticket or Paper No Yes Email Verification Operator, S Traveler, S Computer System N VA: Value Added BVA: Business Value Added NVA: Non-Vale Added C: Controllable

Payment Processing Profile Match, S Credit Card #, S Expir. Date, S Name on Card, S Traveler input, S Computer System S Measurement Systems? Print tickets & Itinerary Printer, CN Ticket Machine, CN

Card Approved Credit System, S Operator, S

Saber System, S Operator, S

Confirm Arrangements w/ Traveler

Courier Selected Delivery Method Selection Mail, S Overnight, S Courier, S Operator input, S

Address Verified Profile Updated

Address Verification Agent N Traveler N Computer Systems Measurement Systems Itinerary Copied

S: Standard Operating Procedures N: Noise

Package For Outgoing Mail Meter, C Packaging, S Weight, CN Size, CN Operator or admin, S

Call time End Call Email Itinerary

Traveler Input Confirm Arrangements Generate Saber E-ticket Itinerary Screen Copy, S

Email Address, CS Internet Connect, S Operator input, S

Traveler Input, S

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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
Process Step Input Output Process spec (LSL, USL, Target) Cpk/Date (Sample Size) Measurement System %R&R or P/T Current Control Method (from FMEA) Who Where When Reaction Plan

Open file: Control Plan.xls

2001 ConceptFlow 43

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

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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)

Need to Shoot Catapult

2001 ConceptFlow

Ready

Aim

Fire

Measure Distance
45

Actual Team Catapult Process Map 1

INPUTS

Catapult Distance 8' +/- 6"

OUTPUTS

Fuctional catapult to SOP

Functional catapult that meets customer requirement of 8'+/ -6"

Tally Sheet #1

Distance of 8'with mininal variation

Catapult Assembly

Set-up Floor Plan

Collect and Measure Data

Analyze Data

Rubberband - C Rubberband Placement - C, SOP Cup Location - C, X, SOP Stop Pin Location - C, X, SOP Tension Pin Location - C,X, SOP

Catapult - C, X, SOP Duct Tape - C, SOP Tape Measure - C, SOP Foil - C, SOP SOP for Set-up - C, SOP Operator - C, N Floor Material - C

Ball Type - X, C, SOP Ball Placement Operator - X, N Stop Pin Location Side Play in Arm Elasticity of Band Airflow Pull Back Time Finger Location Floor Type Main Arm pull back angle-C, X, SOP Lighting to foil - N

Units - C, SOP Operator - C, N

SOP - Standard Operating Procedures C - Control X - Critical N - Noise

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SOP - Catapult Exercise

Pick 1. Assemble the arm with the cup in the hole marked # 2 2. Place the screw with the eyelet through the hole marked # 4on the arm with the eyelet facing the stabilizer 3. Place wing nut on the eyelet screw and tighten down 4. Affix rubber band to eyelet screw 5. Put a pin in the #4 hole of the stabilizer 6. Put a pin in the hole on the bottom of the base through the hole in the arm furthest from the cup connecting the two 7. 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 band 9. Place the rubber band on the nub on the front of the catapult 10. Place assembled catapult on the corner of table marked with an X 11. Tape catapult to table 12. Stretch paper towel in front of catapult 13. Tape paper owl down on the table 14. Place tape measure on the table starting at the tip of catapult going on top of the paper towel to the end of the tape 15. Tape the tape measure to the table 16. Place ball in bag of chalk powder 17. Take ball out of the bag of chalk with right hand using thumb and forefinger Position of ball 1. Place ball loosely in cup still using thumb and index finger Shoot 1. Shooter is kneeling on the floor with the catapult arm in front of them 2. Place left index finger and thumb on arm nearest to the cup 3. Make sure that the arm is not touching either side of base 4. Release the arm
2001 ConceptFlow 47

Actual Team Catapult Process Map 2

Y-Firing Capability Y-Repeatable MSE Y-Target Acquisition Y-Acurate Data

Catapult Assembly

Catapult Set up

Launch

Measurement

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

X-Base square to mounting suface - SOP X-Secure to avoid movement - SOP X-Ball Selection - SOP

X-Determine Pull back angle - SOP X-Grip Technique - SOP X-Side to side play in arm - N

X-Units defined - SOP X-Spotter measurement criteria - SOP X-Record Hits - SOP

X-Determine start point for tape measure - SOP X-Secure target to floor - SOP X-Establish firing direction - SOP

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

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Actual Team Catapult Process Map 3

Obtain the teams Catapult Obtain the teams rubber ball Remove table cloth Clamp front edge of Catapult to front edge of table Set Front arm tension pin at 2 Set rear arm tension pin 3 Set up measuring system Set up target area Mark loading position on ball Cup position to hole five Check wing nuts Test fire Catapult to find target range

Set-up

Proper Catapult set-up

Catapult Operator Pick-up ball Load the ball softly in cup Align ball with the mark at top of cup Hold arm with thumb and fore finger Pull back arm to proper angle

Load Catapult

Loaded Catapult

Release arm Fire Catapult ten times

Fire Catapult

launched Ball

Id each shot one thru ten Three operators to measure distance Measure to the nearest 1/8th inch Each operator measures the shot three times. Record measurements

Measurement

Shot Measured

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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

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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
2001 ConceptFlow 51

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

2001 ConceptFlow 52

Traps To Avoid
Depth Choosing wrong level costs time and effort Accuracy Incorrect information Too much detail Too little detail

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53

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
2001 ConceptFlow 54

Common Flowchart
Help Kids

Start

Snooze

Wait

No
Wake Up Ready?

No Yes
Bath Free ? Shower

No Yes
Kids Ready ?

Yes

OK
Eat Drive Traffic?

Go

Late?

No Yes
Sneak In

Wave To Boss

Heavy
Change Route

Stop

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Top-Down Flowchart
Two levels of detail Summarizes how it is supposed to work Used to describe not analyze Card Dropping Pick Position Drop

Deck on table Pick one Thumb and forefinger Do not bend

Foot on x Stand straight Face target Hand: shoulder height Card vertical

Align arm Hold still Release fingers Free fall

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Functional Or Deployment Flow Diagram

Business Unit

Define needs

Prepare paperwork

Review & approve

Receive & use

Review & approve standard

Configure & install

Procure- Top Mgt/ Finances ment Corporate

I.T.

Review & approve

Issue payment

Review & approve

Acquire equipment

Supplier

Supplier

21 days

6 days

15 days

5 days

17 days

7 days

71 days

2001 ConceptFlow

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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

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Next Steps
Detailed Process Map
Cause and Effects Matrix

Initial Control Plans

FMEA

DETAILED Process Mapping is the foundation of many other Breakthrough Strategy tools
2001 ConceptFlow 59

Key Learning Points

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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

2001 ConceptFlow

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Appendix

2001 ConceptFlow

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Transactional Example
Request is put into Checklist rotation

Checklist Incomplete 1 Day - 21 Days

Yes

Account Mgr. reviews product and prices with client

Account Mgr. prepares request to Pricing Dept. for special pricing

Request need to be checklisted

No

Request is sent to Pricing Dept. Admin. Support for Typing

Request Not Sent Request Lost Request Incomplete No Formal Format 1 Day 5 Days

Mail E-Mail Fax MS-Mail Phone

Keystroke Errors Misunderstanding of Request 5 min Days

Typed Letter taken back to Pricing Specialist for Review and Signature

Signed Letter given back to Pricing Dept. Admin. Support for Distribution to approved list

Typed/Signed Letter given to MPMP Entry Specialist for Billing system input

Product Code/Price is Active in Billing System

5 Min - 1/2 Day

5 Min - 1/2 Day

Keystroke Errors Misunderstanding of Request 1 Day - 3 Days

BK1-2PROCESS MAP 2001 ConceptFlow 63

Process Mapping - Excel Method

Input Wax grade Amt wax Charge rate Agit speed Rxn temp Pressure Air flow % O2 in air Viscosity Wax temp AN target Agit speed * Temperature * Pressure * Air flow * % O2 in air Air temp Air humidity Type Contr Contr Contr Contr Contr Contr Contr Noise Noise Noise Contr Contr Contr Contr Contr Noise Contr Noise Output Input Type Output Stab time Acid number Put in setpoints Color Slowly reduce press Viscosity Monitor temp Reactor temp DPU = 0.01 Temp profile CT = 5 sec Offgas flow Offgas comp COQ = ? HT coeff Finish time Acid number Finish Color Check nozzle type Viscosity Put in setpoints Drop Point Monitor appearance Hardness DPU = 0.11 Pellet appear

Prepare Reactor
Charge melted wax Bring to reaction temp

DPU = 0.05 CT = 45 sec COQ = ?

Prep time Acid number Viscosity Reactor temp Temp profile HT coeff

Agit speed Contr Temperature Contr Pressure Contr Air flow Contr % O2 in air Noise Air temp Contr

Stabilize

Tally Point 1
Oxid time Acid number Color Viscosity Reactor temp Temp profile Offgas flow Offgas comp HT coeff Resp time

Tally Point 2
Belt speed Belt temp Flow rate Nozzle type Hole size Room temp Agit speed Tank temp Contr Contr Contr Contr Contr Noise Contr Contr

Oxidize Put in setpoints Sample hourly Monitor acid number DPU = 0.02 CT = 30 sec COQ = ?

CT = 21 sec COQ = ?

Xs Input Meas. Sys Spec

Process Steps Type Major Step Sub-Step Output

Ys Meas. Sys Spec Cp/ CpK

64

2001 ConceptFlow

Example Of Detailed Map/Control Plan

KPIVs
Input Meas. Sys. Spec Process Steps Type Major Step Prepare Production Batch Sub-Step Output KPOVs Meas. Sys. Spec. Cp/ CpK

Tank Temp Agit. RPM

Thermocoup 300-310 Cont Tachometer 275-300 Cont

Set Tank Temp

Agitate

Softening Point
Viscosity
Penetration

Lab Test Lab Test Lab Test

118/124/ 1.6/1.2 125

55/60/75 1.0/0.6 15/20/20 1.2/.8

This can be easily created in Excel

2001 ConceptFlow 65

Corrective Action Guidelines

Used to determine cause of failures Troubleshooting
Wrong Fix Battery Position Battery Pos.

Start

OK Yes Light ? No

Replace Battery

Bad

Test Battery

Yes

Light ?

No

OK

Replace Bulb

Bad

Test Bulb
OK

Stop

Yes

Light ?

No

Buy New Flashlight

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Alternative Path
Leave Voicemail Message

75%
Decide Who To Call

Hang Up

30%
Dial

5% 20%

Say Hello

Conversation

Hang Up

70%
Look Up # Hang Up

Key
60% 40% Task Direction

Common within Re-Engineering efforts

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Data Flow Diagram

Brokerage System Data Flow Diagram
Payable Payables Records

Seller

Seller ID

Advance on Purchase Settlement

Purchase Agreement #

Settlement #

Agreement to Purchase

Deliveries

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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.