process mapping john r. grout berry college campbell school of business mount berry, georgia...
Post on 30-Dec-2015
214 Views
Preview:
TRANSCRIPT
Process Mapping
John R. Grout
Berry CollegeCampbell School of Business
Mount Berry, Georgia 30149-5024jgrout@campbell.berry.edu
Voice: (706) 238-7877Fax: (706) 238-7854
OutlineProcessesIntro to process mapping Why process mapping? Process Attributes Design emphasis Process FMEA prerequisite Complexity or difficulty
Who manages the process?CaveatsMore on process mapping
A definition of “process”
“A collection of interrelated work tasks, Initiated in response to an eventAchieving a specific result for the customer and other stakeholders of the process.”
Source: Sharp and Mc Dermott Workflow Modeling 2001
Processes
Customer = recipient or beneficiary of result produced by the process.Interrelated = the completion of one task initiates the next task in the process.A triggering event, which involves the customer, marks the start of the process. Achieving the specific result for the customer
marks the end of the process.
Processes are supported by enablers
Workflow designInformation technologyMotivation and measurementHuman resourcesPolicies and rulesFacilities
Sub-processesA process can be made up of processes, often called sub-processesDefining “the process” and its boundaries depends on your perspectiveThe event that initiates a process could be part of a larger process.
Process vs. Task
Everyday usage: no universal distinctionFor our purposes: Processes involve more than one
person, coordinated effort is required. Tasks involve one personTheory of ones: Every process must be justified --
why can’t the result be achieved in one activity, by one person, at one time?
Source: Harrington, Business Process Improvement Workbook
Process maps
A graphical presentation that document the tasks and other aspects of processes
Familiar version know as flow charting
Numerous formats or approaches exist2 versions of a process map are common: As-is: the current state of the process To-be: the goal state of the process
Widely used. Not widely researched.
Process Mapping Basics
Arrows and IconsLots of approachesBest for Medicine?
Patient
GeneralPractitioner
Radiology
Hospital
Surgeon
Pathology
RadiologicalOncologist
Medical Oncologis
tPhysical therapist
appt
Mammogramappt
Phys-ical
appt
consultPhys-ical
consultRec’v
sendDev-elop
Mammogram
appt
consult
ConsultSched/orders
Sched/orders
consult
Consult
consult
Consult
Error #1
Likely results of process mapping
Increased understanding of process,
Increase consensus about the process,
Increased visibility into the process.
Those who assume they know the process, without having mapped it, will probably find
surprises when they map the process.
Dimensions of process mapping approaches
Level of detailMulti layered (Nested or Hierarchical?)Multiple types of flowsShows hand-offs (organizational structure)IconsLogical operatorsFlow timeUser support information
Identifying risks and hazards: Caveats
“In some cases, it is easier for customers to define the business process because they are the only one who see it all.” (Sharp & McDermott)
From customer’s perspective, the process may often involve multiple sub-processes.Optimal sub-processes will not result in optimal customer processes
Identifying risks and hazards: Caveats
Optimization of sub-processes usually leads to suboptimization of processes*Sub-processes should be designed to contribute to global optimality. Carefully crafted sub-optimal (“inefficient”) sub-processes will be required for optimal customer outcomes
*Goldratt, The Goal, North River Press 1984
Process Mapping
Flowchart
Books on the subject:Galloway, Dianne (1994) Mapping Work
Processes, Milwaukee, Wisconsin: ASQ Quality Press.
Harrington, H. James, Esseling, Erik K. C., and Van Nimwegen, Harm (1997) Business Process Improvement Workbook New York: McGraw-Hill.
Damelio, Robert (1996) The Basics of Process Mapping, Portland, Oregon: Productivity Inc
Process Mapping:
Top-Down Process Map
Sub-processes are listed under each major processMinimal graphics – could be text-only indenting sub-processes in an outline format
Books on the subject:Wilson, Ray W. and Harsin, Paul
(1998) Process Mastering: How to Establish and Document the Best Known Way to Do a Job. Portland, Oregon: Productivity Inc.
Process Mapping:
Top-Down Flow Chart1 2 3 4 5
PSA test ordered
PSA test ordered
PSA test ordered
PSA test ordered
PSA test ordered
Subprocesses
A. Order Written
B. Entered in CPRS
C. Received in lab
Subprocesses
A. ID patient
B. Select proper equip
C. Draw blood
D. Label
Subprocesses
A. Report Received
Subprocesses
A. Telephone
B. Visit setup
C. Result
SubprocessesA. Review B. Centrifug
eC. Verify
calibration
D. Run QCE. Run
sampleF. Report
resultsG. Enter in
CPRSDeRosier et al. joint commission Journal on Quality Improvement (28)5: 248-267.
Process Mapping
IDEF0Pronounced “eye-def zero”Meaning boxes and arrows:
Process #
(tools & equipment)
Sub-process reference #
(information)
Source: http://www.itl.nist.gov/fipspubs/by-num.htm
Process Mapping
IDEF0Nested or Hierarchical Diagrams
General
Detailed
Source: FIPS 183 available at http://www.itl.nist.gov/fipspubs/by-num.htm
Process Mapping
IDEF0
Books on the subject: Federal Information Processing Standards (FIPS)183: Integration Definition for Function Modeling (IDEF0) http://www.itl.nist.gov/fipspubs/by-num.htmHunt, Daniel V. (1996) Process Mapping: How to Reengineer Your Business Processes, New York: John Wiley & Sons.
1
centrifugesample
2
A22
screen forantibodies
3
A23
typesample
ABO/RH
4
A24
identifyantibodies
5
recordresults
Pa
tien
t His
tory
Patient sample infomration
He
moc
are
sy
ste
m
An
tibo
die
s P
os
itive
Bio-Hazard Waste
Antibodies negative
ABO/RHTest tubes
Bio-Hazard Waste
Patient Sample
Micro-tubes
Reagents, etc.
Reagents, etc.
serum
Web-based example
Process Mapping
SwimlanesBooks on the subject: Sharp, Alec, and McDermott,
Patrick (2001) Workflow Modeling: Tools for Process Improvement and Application Development, Boston: Artech House.
Frazier, Jane C. (2001) Swimlane Process Mapping, Walnut Creek, CA: Frazier Technologies, Inc. (www.fraziertech.com)
Jacka, J. Mike and Keller, Paulette J. (2001) Business Process Mapping: Improving Customer Satisfaction New York: John
Wiley & Sons.
Flowchart superimposed on a grid
Grid rows are organizations, departments, functions, or individuals
Grid columns are chronological
Team or joint activities indicated by boxes
Process Mapping
Swimlanes: Susan’s Lumpectomy
PatientGeneral
PractitionerRadiology
Hospital
Surgeon
Pathology
RadiologicalOncologist
Medical OncologistPhysical therapist
appt
Mammogramappt
Phys-ical
appt
consultPhys-ical
consultRec’v
sendDev-elop
Mammogram
appt
consult
ConsultSchedorders
Schedorders
consult
Consult
consult
Consult
Error #1
Process Mapping
Swimlanes: Susan’s Lumpectomy
PatientGeneral
PractitionerRadiology
Hospital
Surgeon
Pathology
RadiologicalOncologist
Medical OncologistPhysical therapist
Pre- admit
Surg-ery
Pre- admit
Surg-ery
Surg-ery
Rec’vsamp
Anal-yze
Typeup
send
Plantreat
Plantreat
Consulttreat treat …
Consult
Consult
treat…Error #2
Error #1 caught by patient
Error #2 caughtBy patient
Consult Consult treat treatRequest report
Study report
Process Mapping
Value Stream Mapping
Rother, Mike and Shook, John (1999) Learning to See, Brookline, MA: Lean Enterprises Institute Inc. Tapping, Don, Shuker, Tom and Luyster, Tom (2002) Value Stream Management Productivity
Press.
Process Mapping
Value Stream Mapping
Includes information On elapsed time
As tasks are linked into “one-piece flow” they are combined on the map
Ordering and Scheduling info
Production task &Inventory info
top related