Essentials of Process Mapping
Understanding How Work Happens
Your Instructor: Bob Boehringer
VP: Process Management Orion Development Group RDB@[Link] 203 952-6495 cell 800 510-2117 land
Copyright 2011 Orion Development Group. rev2.0 09/11
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Essentials of Process Mapping
Understanding How Work Happens
Your Instructor: Bob Boehringer
VP: Process Management Orion Development Group RDB@[Link] 203 952-6495 cell 800 510-2117 land
Copyright 2011 Orion Development Group. rev2.0 09/11
Managing Processes for Operational Excellence
Either you manage the process or it manages you.
You do have a choice! 2
Managing Processes for Operational Excellence
Question: How would you rate your proficiency with Process Mapping Tools and Techniques?
5 Grand master: Should be teaching the webinar 4 Experienced: Conducted mapping sessions 3 Intermediate: Participated in mapping exercises 2 Novice: Have attended training, but . 1 Clueless: Someone else signed me up
2a
Do you ever find yourself side stepping issues
2b
Just doing what you are told to do?
2c
Cutting corners to make things work?
2d
Traditional Management: Stop Gap
Inputs Processes Outputs
Gap?
?
Feedback
Gap Closed?
Organization is unconcerned with process until result is bad Organization encourages putting out the flame
Process Mapping Defines The Box
Inputs Processes Outputs
!
Failure:
Gap
1% 5% 10%35% $$$
Where is the fuel that feeds the fire?
Process Mapping: The Toolkit
Primary Objective: Visually display what happens in a process
SYSTEM MAP
System Map
Objective:
TOP DOWN FLOW CHART
BLOCK/LOGIC DIAGRAM
Start
N
Feed Forward Loop Inputs Suppliers
Feed Forward Loop
Step 1
1a. First substep
Customer
Step 2
2a. First substep 2b. Second substep 2c. Third substep 2d. Fouth Substep 2e. Fifth Substep
Step 3
3a. First substep 3b. Second substep 3c. Third substep 3d. Fouth Substep 3e. Fifth Substep
Step 4
4a. First substep 4b. Second substep 4c. Third substep 4d. Fouth Substep 4e. Fifth Substep
End
Output
1b. Second substep 1c. Third substep
Supplier Gap Analysis
Feed Back Loop
Feed Back Loop
Customer Gap Analysis
1d. Fouth Substep 1e. Fifth Substep
End
ACTIVITY CHART
Flow Process Chart
Process: ________________ Inputs: __________ __________ __________ __________
Step Activity Description
WORKFLOW DIAGRAM
CROSS-FUNCTIONAL FLOWCHART
Supplier
Date: _______
Completed By: ____________
Ope ratio n
ort
ectio
Start
or k Sto rage
Tran
Insp
Rew
Output: __________
Elap Tim se e
Del ay
sp
Dept 1
Dept 2
Dept 3
Dept 4
Customer
End
Operation - when something is being changed, added to or created. Transportation - when a person or material moves. Inspection - when something is checked or verified, but not changed. Delay - when an object is interrupted in its flow.
Totals:
Steps: Time:
Rework - an operation or activity that must be done over again. Adds costs, not value. Storage - when an object remains in one place for waiting for action to be taken.
Process Mapping: What chart type?
Three Questions To Answer . . . When Selecting Chart Format: 1. Audience 2. Intent: D.R.I.V.E. 3. Gap
Process Mapping: What is your intent?
1. Diagnose what is wrong 2. Regulatory compliance 3. Improve existing process performance 4. Value / cost analysis 5. Education / training documentation
Process Mapping: What is your intent?
Question: Are you planning on . . . 1. Diagnose what is wrong 2. Regulatory compliance 3. Improve existing process performance 4. Value / cost analysis 5. Education / training documentation
7a
Process Mapping: What chart type?
Three Questions To Answer . . . When Selecting Chart Format: 1. Audience 2. Intent 3. Gap
Too Expensive: Too Slow: Handoff Issues: Show me the money ID Bottlenecks ID Who is doing what
Inside The Black Box
What We Think Happens...
What Really Happens
What it Could Be...
Some Process Charting Symbols
Start/Stop
Flowline
Operation
Sub-Process
Decision
A B
Connector on page Connector off page
Don't get lost in the nomenclature . . . Select, educate and use whatever works best.
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Top-Down Flow Chart
Objective Provides a macro account of the primary or event driven process steps Provides a detailed decomposition of process sub-steps
Macro Step #1
Macro Step #2
Macro Step #3
Macro Step #4
Macro Step #5
a. Activity 1 b. Activity 2 c. Activity 3 d. Activity 4
a. Activity 1 b. Activity 2 c. Activity 3
a. Activity 1 b. Activity 2 c. Activity 3 d. Activity 4 e. Activity 5 f. Activity 6
a. Activity 1 b. Activity 2 c. Activity 3 d. Activity 4
a. Activity 1 b. Activity 2
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Building the Top Down Flowchart
Process Name: Vendor Selection Process
Step 1: Prepare Bid Package Step 2: Send out Bid Package Step 3: Follow up w/Potential Vendors Step 4: Select a Preferred Vendor Step 5: Terms Negotiated
a. Get specs b. Develop list of potential vendors c. Prescreen vendors for credit rating and past performance d. Call vendors to assess interest
a. Fill out bid comparison matrix b. Send out bid requests via registered mail
a. Contact vendors that have not responded b. Call vendors to discuss bids c. Complete bid comparison matrix
a. Review vendor data w/operations to validate selection b. Contact vendors with bid results
a. Negotiate pricing, quantities, delivery and terms b. Send to Legal Dept. for final approval c. Notify A/P of vendor info and terms
Procedure: 1st: Define your starting and stopping points. 2nd: Define the milestones (the whats) 3rd: Complete your drill down (the hows)
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Example: Private Pilots Checklist
1.0StartingEngines
[Link] on. [Link] checkgreen. [Link] checkgauge. [Link] open. [Link] set. [Link] open1/2inch. [Link] forward. [Link] rich. [Link] on. [Link] idlecutoff. [Link] on. [Link] clear. [Link] engage. [Link] advance. [Link],fuelpressure check.
2.0WarmUp
[Link] on. [Link]:
a)Mixturecontrolsforward. b)Propellercontrols forward. c)Throttlecontrols forward(1500rpm). d)Propellercontrols exercise. e)Throttlecontrols forward(2200rpm). f)Magnetos check.
3.0TakeOffandClimb
[Link] off. [Link] forward. [Link] forward. [Link] forward. [Link] 90MPH(priortoclimb). [Link]. [Link] 112MPH. [Link] retracted. [Link] set(atapprox.400AGL). [Link] set.
[Link] checkgreen. [Link](asrequired) on. [Link](asrequired) on. [Link] standby. [Link] set. [Link] [Link]. [Link] set. [Link]&Bankindicator operating. [Link] set. [Link] wind&set. [Link] on. [Link] on. [Link] locked.
Questions: 1. For whom is this chart intended? 2. What are the limitations of this chart?
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Exercise: Top-Down Flowchart
Process Name: Your Morning Ritual
Wake Up 2.0 ??? 3.0 ???
???
4.0 ???
5.0 ???
Arrive at work
Just do the milestones first, dont worry about the drill down!
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Bobs Morning Ritual
Process Name: My Morning Ritual
1.0 Wake Up 2.0 Wash Up 3.0 Get Dressed 4.0 Travel 5.0 Arrive At Work
1.1 Hit snooze alarm 1.2 Open one eyelid 1.3 Get up 1.4 Stumble to bathroom 1.5 Start shower 1.6 Let warm up 1.7 Get into shower
2.1 Rinse body 2.2 Wash hair 2.3 Wash Body 2.4 Shave face 2.5 Finish shower 2.6 Dry off
3.1 Hang up towel 3.2 Put on clothes 3.3 Put on shoes 3.4 Check mirror 3.5 Kiss wife gbye
4.1 Make travel cup 4.2 Leave house 4.3 Get into car 4.4 Drive to work 4.5 Park car
5.1 Walk to desk 5.2 Drop off bag 5.3 Make cup of tea 5.4 Check email
KEY LEARNING:
2.7 Brush teeth 2.8 Do hair
Dont have too many steps at the highest level combine so that there are maybe 5 to 8 steps at the top. One benefit of Top-Down Flow Chart is the hierarchical view of process steps and ability to see a big picture.
15
# of Process Milestones
Question: How many milestones do you have in your morning ritual?
Note: Please include your starting and stopping steps?
1. 4 steps 2. 5 steps 3. 6 steps 4. 7 steps 5. > 7 steps 16
# of Process Milestones
10 9 8 7 6 5 4 3 2 1
X X XXX XXXXX XXX XXXXX X
Why the difference? 1. Process 2. Detail
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What is the right level of detail?
If you are doing it Diagnostics? * To ID root cause If you are doing it Compliance? * To satisfy regulators needs If you are doing it Training? * To ensure process participants can create consistent outcomes
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Cross-Functional Flowchart
Objective Provide a cross-functional account of process steps and/or actions taken over time
Supplier End
Double the chance
Dept. 1 Start
Dept. 2
Dept. 3
Customer
End
Two Types of Handoff Failures:
1. Communication 2. Prioritization
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Example: Cross-Functional Flowchart
Milestone Phases
Ohio
Outside vs. Inside Span of Control
Different Locations
Idaho
New York
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Example: Adding Gateway Documents
Process Name: New Product Development Process Milestones
Key Decisions
Gateway Documents
20
Adding Data storage and Timeframes
Process Name: Accounts Payable
Milestones
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Example: Gravity Flow
Process Name: Payroll Process Players
Elapse Time Column
Connectors
22
Example: Excessive Use of Connectors
XYZ Corporation Overview
Data Flow Diagram (DFD)
A Vendor Direct Drop Shipment Request for Goods Purchased/ Transfered C
Vendor File
1.0 Identify Product
Management Directives
Product Identify
Plant Item Master File
F
9.0 Process Request for Material
Approved Material Request
11.0 Match Invoice
Invoice
Vendor
10.0 Purchase Items
Item Receipt
Matched Invoice Payment
Demand
2.0 Forecast Demand
Production Components Components B
Inventory Item
13.0 Pay Invoice
5.0 Create B-O-M Product Specs
7.0 Schedule & Control Production
12.0 Control Inventory
Demand D
Paid Invoice
Inventory Planning Master
Firm BTO
Production B
B-O-M
Prod Sched Payment
17.0 Product Costing
16.0 General Accounting
BTS
6.0 Plan The Manufacturing Scheudule
18.0 Collect Shop Floor Data
Inventory Activity File
E
Customer Payment
4.0 Plan Parts & Components Replenishment
Request For Goods Purchased/ Transfered
3.0 Plan Capacity Customer Order Master File
A
Customer Direct
8.0 Ship Products
Sales Order
Shipment
15.0 Manage Customer 19.0 Support Product
Sales Payment Monthly Statement
Inventory Planning Master File Pricing File
Firm Order
Parts Standards/ Status
Order F
Configurator
14.0 Process Orders
Ship Dates
Customer Order Master File Customer (Dealer)
Shipped Finished Goods Order & Confirm Customer Request or RFP
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Example: Responsibility Chart
Observations:
1. Enhances value of Top Down Flowchart to include: who is involved and in what capacity: = Responsible for transaction = Involved with transaction 2. Can be expanded into a RACI: Responsible, Accountable, Consulted & Informed diagram 3. Can add Top-Down Flow Chart or time/cost information under Block Diagram 4. Shows when no one or too many are in charge yielding a leadership vacuum
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When to Use Each Chart
Chart Type: 1. Top Down Flow Chart
Step 1
1a. First substep 1b. Second substep 1c. Third substep 1d. Fouth Substep 1e. Fifth Substep
Why Use This Tool: * Macro overview of process events or milestones combined with detailed sub steps. * Quick reference checklist. * Use as a process training aid or Process Table of Contents. * Shows who does what. * Focuses on the handoffs. * Can show: human to database interfaces & database-to-database interactions.
End
Advantages: + Easy to create. + Good first chart to make. + Links System Map with more complex flowcharts. Serves as a bridging document. + Focuses solely on WHAT, not who + Shows: who, what, when. + Facilitates organizational cross- functional awareness. + Helps define handoff failures that result in operational deployment failures.
Watch Outs: Does not show: - Who does what when. - Activity processing or cycle time. - Non-valued added steps. - Process Logic or what if paths - If emotional baggage exists amongst the process participants, swim lane definition may surface turf issues. - Minimize use of logic branches to keep chart clutter to a minimum.
Step 2
2a. First substep 2b. Second substep 2c. Third substep 2d. Fouth Substep 2e. Fifth Substep
Step 3
3a. First substep 3b. Second substep 3c. Third substep 3d. Fouth Substep 3e. Fifth Substep
Step 4
4a. First substep 4b. Second substep 4c. Third substep 4d. Fouth Substep 4e. Fifth Substep
2. Cross Functional Flow Chart
Supplier
Start
Dept 1
Dept 2
Dept 3
Dept 4
Customer
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Key Lessons
Key Questions To Answer Which chart should you use first? 9 Top-down flowchart or Systems Map Which is the best flowchart for Analysis? Orientation? Teaching? 9 It depends on the audience and the gap being investigated. 9 For supervisors, the cross-functional diagram for handoff gaps. 9 For orientation or teaching, Top Down, but others are good too. What is the appropriate level of detail? (How deep do you drill?) 9 Never deeper than you need to. 9 Cover 80% of the situations. 9 You can dig deeper later into selected sub-processes.
26
Charting Tips
Three questions to answer regarding chart format selection
9 Audience? Intent? Gap? Start with a Top Down Flowchart after completing your Systems Map. Do not assume your audience shares the same common sense Place a clear title block in upper corner and include it 9 Participant names, date, location remember the team Make the chart consumable
27
Resources
[Link]/[Link]
Articles Downloads and Videos Links Questions: Bob Boehringer
RDB@[Link] 203 952-6495 cell
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