© ValueAdding.com Ltd 2004
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
© ValueAdding.com Ltd 2004
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
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Start and FinishStart and Finish
STARTTenant telephones with a complaint
END
Tenant receives letter of explanation
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ActivityActivity
Filed
John files the document
Better
Receptionist files the complaint in
the cabinet
Best
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Decision pointsDecision points
Yes
Does the caller live in
the borough
?
No Has the problem
been identifie
d?
No
Yes
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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
© ValueAdding.com Ltd 2004
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
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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
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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
© ValueAdding.com Ltd 2004
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
© ValueAdding.com Ltd 2004
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
© ValueAdding.com Ltd 2004
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