© valueadding.com ltd 2004 process mapping. © valueadding.com ltd 2004 introducing the techniques...

© ValueAdding.com Ltd 2004

Process MappingProcess Mapping


Introducing the techniques we shall useIntroducing the techniques we shall use

• Process mapping symbols

– Using “Post It” Notes

• The Slop sheet

• The “One Box” diagram

• The “Six Box” diagram

• The “First Cut” process map

SLOP SHEET

Process

Comment Response

Customer order

Has it a value & PO#?

"Clean" Customer order Check for

discountQuotation #

?Photocopy

Date stamp & accept stamp

Type of product

Code the order

Order entryIn price listCheck customer

delivery requirement against product

quoted time

Check product &

delivery dateCheck dbase for cust #

Print acknowledgegements

Order number

System accepts codes?

ASMTSMCustomer

Is it a faxYes

No

Print Invoices

BinFinance

FileCustomer

w a i t

Print acknowledgements

check contract terms and conditions

HomelessPersons Unit

TRIGGERS Applicant approaches council Referral from external agency

OUTCOMES A completed assessment Homeless person accepts housing - 46% of cases Homeless person refuses housing - 54% of cases

INPUTS Referral report Phone call - 250 calls per day Letter Visit in person Homeless Application form Temporary Accommodation Movement form TAM - Change of circumstances form Medical Assessment Form Referral for Sheltered Housing form HPU visit report form Private Sector Tenancy Requirements form (PSTR) Homeless Applications for Rehousing (HAR)

RESOURCES One overall manager One Senior Temporary Accommodation Officer One Senior Incomes Officer One Senior Principal Admin 3 Senior Housing Persons Officers each leading one team Each team should have 5 people (15 in total) The three teams form two duty interviewing teams Currently only 11 plus one part time in the interviewing

teams HALO system

MEASURES 30 days to assess applications (30% failure rate on that) Members enquiries within 10 days Answer phone within 3 rings - never achieved Priority cases to be housed in temporary

accommodation

OUTPUTS Letter to applicant

CONTROLS Housing Act 1996 Part VII Children’s Act Immigration Act Case Law Local Policies and Procedures Budgetary control via managers

Identify theitems

Identify thesource

Place orderReceiveGoods

ReceiveInvoice

Pay

Box 1 Box 2 Box 3 Box 4 Box 5 Box 6


Basic Processing Mapping SymbolsBasic Processing Mapping Symbols

Start/finish symbol- denotes the initial boundary of the process

An activity- denotes a ‘doing’ task. It must include a verb and a noun

A decision point- denotes where the chart will split dependant on the outcome

A connector-used to connect boxes & shouldnot be used diagonally

A delay point- denotes time spent when no processing is taking place

The Hand Off


Start and FinishStart and Finish

STARTTenant telephones with a complaint

END

Tenant receives letter of explanation


ActivityActivity

Filed

John files the document

Better

Receptionist files the complaint in

the cabinet

Best


Decision pointsDecision points

Yes

Does the caller live in

the borough

?

No Has the problem

been identifie

d?

No

Yes


The Delay pointThe Delay point

• A delay point

– Denotes time spent when no processing is taking place

– Ask “Why?”

• Often appears when considering a process from the customers point of view

– A Council Officer could be busy completing a process but the customer could be waiting


The Hand OffThe Hand Off

• A hand off

– denotes where documents or calls are transferred from one person to another

– Or are copied from one machine to another, or entered in a separate book etc

• An opportunities for error or further delay


The Slop Sheet / Parking Lot / Issues LogThe Slop Sheet / Parking Lot / Issues Log

• Keep a record of:

– problems

– suggested causes and solutions

– questions raised that need answers

– thoughts to be captured but not appropriate for consideration now

SLOP SHEET

Process

Comment Response


Creating the “One Box” DiagramCreating the “One Box” Diagram

• A basic description of a process

– Inputs

– Outputs

– Controls

– Measurements

– Resources

One Box Process - Filling the Stationery cupboard

ReplenishmentProcess

Outputs: Purchase Order,Delivery Advice Note

Outcome: Cupboard is refilledwith correct items

Inputs: New Stock

Trigger: Stationerycupboard is nearly empty

Measures: Items are ofright quality

Resources: Budget,Staff


This is how the process starts and ends…This is how the process starts and ends…

Process Inputs - What event starts the process and what other inputs are needed to complete it?1. Report of a fault by a third party;2. Fault identified by Highways Inspector;• Fault details: location, nature and size of fault.

Process Outputs - What is the final deliverable of the process and are there any other bi-products?1. A rectified fault, inspection, and notification of its completion;2. Payment to the contractor.

Process Controls - Are there any regulatory or other controls you have or must have?• Highways Act Section 41• Contract with outsource contractor

Process Resource Requirements• 7 in Highways Maintenance• 4 Staff in Business Support Unit• CONFIRM• RESPOND (customer complaints / Member enquiries)• Access• Phones, Fax, Email, Photocopies


Here is our One-box process mapHere is our One-box process map

Highways ReactiveFault Fixing Process

TriggersReported faultRoutine inspectionInsurance claim

InputsLocation detailsNature of faultSize of faultInspection reportOrder to contractor

OutputsResponse to originatorPayment to contractorInspection ReportPerformance indicators

OutcomeFixed faultFault declared safeSettled claims Rebutted claims

Resources7 in Maintenance (full complement)

4 Staff in Business Support UnitContractor’s staff

Sub-contractor staffCONFIRM

AccessPhones, Fax, Email, Photocopier

External funds

ControlsHighways Act Section 41

Safety of Public Stat ObligationBVPI reporting

Contract with contractor


The “Six Box” map gives a high levelThe “Six Box” map gives a high level

• Each box should be a “Value Adding” step

• Within each box there may be a number of different processes

Identify theitems

Identify thesource

Place orderReceiveGoods

ReceiveInvoice

Pay

Box 1 Box 2 Box 3 Box 4 Box 5 Box 6


……and our “Six-Box” mapand our “Six-Box” map

Order raised on Access system

Inspector sent to review

Works order issued to contractor

Fault fixed

Customer /originator informed

Box 3Box 2Fault Reported

Box 1 Box 4 Box 5 Box 6

© valueadding.com ltd 2004 process mapping. © valueadding.com ltd 2004 introducing the techniques...

Documents

box process mapthe

process controls

process outputs

process mappingintroducing

box diagramthe

box map

high leveleach box

box diagrama basic description