copyright © 2014 mcgraw-hill higher education. all rights reserved. chapter 3 supplement process...
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Copyright © 2014 McGraw-Hill Higher Education. All rights reserved.
CHAPTER 3SUPPLEMENT
Process Mapping and Analysis
McGraw-Hill/Irwin
Learning Objectives
LO3S-1 Work through various process mapping steps
LO3S-2 Assess processes
LO3S-3 Determine type of activity a processes represents
LO3S-4 Understand when and how to apply process mapping tools
LO3S-5 Change a process for increased productivity
3S–2
Process Mapping as a Process
1. Determine desired process outcomes and metrics
2. Identify and bound the critical process
3. Document the existing process (“current state” map)
4. Analyze process and priorities improvements
5. Recommend changes (“future state” map)
6. Implement changes and monitor process3S–3LO3S-1
1. Identify Desired Outcomes
What should the process achieve?
• Reduced cost
• Shorter lead time
• Improved quality
• More reliable deliveries
• Other?
3S–4LO3S-2
2. Identify and Bound Critical Process
Critical processes typically are one of the following:
1. A bottleneck
2. Visible to the customer
3. Consumes largest amount of resources
4. A shared process
5. Highest level of variance
6. A unique skill or core competency
3S–5LO3S-2
3. “Current State” Map
• Current State: the ‘as is’ of the processes
• A process map is a diagram of the process activities
• Identify minimum acceptable level of detail on map
• Use display formats as needed to depict complete processes
• Watch for ‘hidden’ steps
• Capture relevant data3S–6LO3S-3
4. Analyze and Improve
Activities can be:
• Value Adding: moves a item closer to the form or location desired by customer
• Necessary but not Value Adding: needed but doesn‘t directly add value
• Waste Generating: consumes resources without adding value
• Question Mark: not easily categorized, keep asking “why?” to get to root reason for these activities
3S–7LO3S-4
5. “Future State” Map
Prioritize identified process improvements:
1. Make change immediately
2. Postpone change pending resources
3. Determine if change is not desirable or feasible
3S–8LO3S-5
6. Implement and Monitor Improvements
3S–9LO3S-5
Process Improvement demands…
• …multiple iterations
• …trial and error• …monitoring and
support
Other Process Mapping Tools
3S–10
Process flow diagramming
Value stream mapping
Service blueprinting
Swim lanes
1. Process mapping and analysis is a multi-stage process
2. Processes can be characterized into six basic activities
3. Multiple tools, including graphs, help to document the ‘current state’ and ‘future state’ of processes
3S–11
Process Mapping and Analysis:A Summary