Process Walk SIPOC Define Kaizen Facilitation Objectives Understand

Process Walk & SIPOC • Define • Kaizen Facilitation

Objectives • Understand the process as a “system” • Describe the concept of an entity and how it relates to process • Understand the iterative nature of process mapping • Provide some helpful hints for mapping • Learn about the SIPOC format • Review SIPOC mapping examples 2

A Process is really a “System” • What is a Process? • A system of actions, having a beginning and an end, that are directed towards achieving an outcome • A simple model of a process illustrated below: Inputs Process Outputs • The process changes the inputs to produce an output(s) 3

Processes are made of Elements Below is a list of major elements of a process system: • • • Purpose Entities Tasks or Activities Sequence or Flow Materials Resources Decisions Queues Arrivals • • • Departures Duration Feedback Communication Information Schedules When the system fails, it is usually the result of one or more of these elements 4

Processes Exist to Fulfill Needs • Questions to be Answered About Needs • • • What are the needs which are addressed by this process? Who or what created those needs? Is this a need of the Customer or of the Business? What constitutes successful “fulfillment”? How do I know if my process is working right? If you can’t define the purpose, why are you doing it? 5

Process Entity • Something flows through your process • Entities are the “something’s” that are processed • They can be broadly classified: (usually one) • Human • Inanimate object • Abstract i. e. - Employees, Customers, Patients … i. e. - Documents, Parts, Units … i. e. - E-mails, Telephone calls, Orders … 6

Example: Process “Entity” What is the “entity” in a Coffee Shop? • When customer arrives, they have a need, a need for a cup of coffee • That need is translated into an order • It is this order that actually flows through the business process and carries the need • This customer order may be a physical document or verbal order • Often the order may change in form as it moves through the process 7

Example: Process “Entity” Coffee Shop example (continued …) • As the order moves through the process, each activity adds a degree of fulfillment to that order • At the end of the process, the fulfilled order is delivered! • To the customer, the output of the process is a perfect cup of coffee • To the process manager, the output of the process is a successfully completed order (associated consumed labor, material, sales receipt/ transaction ticket…) 8

Exercise: Process “Entity” • Purpose: To gauge your understanding of the concept of “entity” • Exercise: • Take a few minutes to think about your project and the process elements related to it • Identify the entity in each of the processes within your project • Describe how the entity changes from activity to activity within the process • Debrief: • Be able to describe the entity and classify its “type” 9

General Purpose of Mapping • Everything we do is a process… some processes are straightforward… other processes can be chaotic • Process Mapping • Allows people to illustrate what happens in a process • Helps define scope of a project • Is an excellent visual aide for identifying the “hidden process” or waste within a process • Identifies all the potential inputs that may affect the output • Identifies the decision points that may impact a transactional process 10

Mapping will Evolve Define / Measure • “Documentation” Flowchart – based on process documents • What the business thinks it’s doing TIP: Detail of the maps increase as new information is uncovered 11

Mapping Will Evolve Measure / Analyze • “Current State” – the way things really work • Often called the “As-Is” Map • Data is gathered through interviews, group meetings, direct observation (TIP: walk the process backwards) Improve / Control • “Future State” – the team’s planned improvements • Often called “To-Be” Map • In reality, these are the same maps, just growing and changing throughout stages of the project 12

Utilize ‘SOLAR’ technique to Garner the Facts • Interview those who work in the process to document the steps SOLAR- Enter conversation at a Social level Explain the Objective of documenting the process Listen to what they have to say Advise and Ask Record • Validate the data • Verify information with several sources • Allows any oversights to be corrected 13

Reality of Process Mapping • Few Processes Work the Way We Think They Do • Three “Actual” Rules • Go to the Actual place where the process is performed • Talk to the Actual people involved in the process and get the real facts • Observe and chart the Actual process • Understand the process through facts and data! NOTE: Purpose of process mapping is to identify waste, not to develop perfect process maps 14

Mapping Tips • Walk the process backwards • Always map with a team • Interrogate the process by watching under different conditions repeatedly • You must watch the process as it happens to observe and obtain the detail you need • Rarely does one person have all the process knowledge 15

SIPOC Diagram – High Level Mapping • Mapping your process via a SIPOC format is: • The first step in understanding your process • The starting point from where you will begin to create your process maps • Keeping the flow diagram on a 50, 000 foot level: • • Gives an overall view of the process Can show the scope of potential project Identifies key players Demonstrates process and customer requirements • A great communication tool throughout the project 16

SIPOC Stands For • Suppliers –Who provides Inputs • Inputs –What goes into the Process • Process –How the Process is performed • Outputs –What comes out of the Process • Customers –Who receives Outputs 17

High-level Flow Diagram – SIPOC Example “Entity” Flow 18

High-level Flow Diagram – SIPOC Example SIPOC Analysis for Rail Service Process “Entity” Flow 19

Steps for Developing a SIPOC Map 1) Name the Process - Use verbs, nouns (i. e. – Issue Credit Voucher) 2) Determine starting and stopping points - What are the triggers that initiate the process? 3) Start with the process steps (the middle column) and work outward. How does the process operate? • Use verbs • List 4 to 7 high level steps (you will dig down later) • List process tasks sequentially - Example: Customer returns product, requests credit 20

Steps for Developing a SIPOC Map 4) Indicate Outputs (What is it the process does? ) • List outputs from the whole process (What is produced? ) • Information • Focus on the whole process – not individual steps • Use nouns • If applicable, consider outputs for both internal and external customers • Example: billing process • External customer outputs – invoice • Internal customer outputs – A/R / transaction 21

Steps for Developing a SIPOC Map 5) List Customers (Whom does the process affect? ) • Any person or organization that receives an Output from the process • Internal Customers • Co-workers that receive outputs • Same or different departments • External Customers • They typically pay for the product or service • You must often consider both types 22

Steps for Developing a SIPOC Map 6) Determine Inputs (What is needed to deliver results? ) • Things that go into the process • Physical objects • Information • Factors that influence the process • Use nouns • If applicable, consider inputs from both internal and external Customers • Example: Invoicing process • External Customer inputs – a purchase • Internal Customer inputs – pricing information 23

Steps for Developing a SIPOC Map 7) List Suppliers • Any person or organization that provides an input to our process • Internal Suppliers • Co-workers that provide inputs to your process • Same or different departments • Consider system inputs • External Suppliers • Vendors • Customers providing inputs for a transaction • You must often consider both types 24

High-level Flowchart (Vertical Format Example) 25 S I P O C Suppliers Inputs Process Outputs Customers

Mapping Tips • Consider using post-it notes as the process steps and post on wall to get your ideas across • If your map does not have enough space to list all the information, use numbered reference sheets as attachments • Maintain your process maps and data and update them as necessary, use them as reference during your project 26

Review • Provide helpful hints for high-level mapping • Explore reasons for process mapping • Learn about SIPOC format • Review SIPOC mapping examples Always by hand Tip: Write it down Walk it! (backwards) 27

Exercise: Create a SIPOC Map • Use class example or one of your processes, practice developing a SIPOC with your team • Materials: Flip Chart, Post-It notes • Exercise: • Select vertical format/method of SIPOC charting • List any requirements, if known • Debrief: Be ready to present your SIPOC map • Time: 20 minutes 28