Processes
Main Processes
Supplier
Input
Process
Output
Customer
Customer
Purchase Order
Customer Sales
Internal work
order
Operations
Management Processes
Supplier
Input
Process
Output
Customer
Department
Personnel
request
Recruitment
Hired persons
Department
Support Processes
Supplier
Input
Process
Output
Operations
MFR
Purchasing
Purchased goods
Customer
Overview of Process Mapping
Defining a Process

A process is a blending of inputs to produce the desired output

The intent of each task is to add value, as perceived by the customer, to the
product or service being produced

It is difficult to discover what happens in a process until it is mapped clearly
Example of a Process
 A typical high level order delivery process
Sales


Engineering
Planning
Purchase
The relation of outputs to inputs is clear
Each box is also a process with its own map
Manufacturing
…
Simple flow charting rules

Always draw the main flow in a straight line - either from left
to right or from top to bottom

Restrict the flow chart to one single page from start box to
stop box

Capture the flow as close to reality as possible

Do not miss the loops through which the activity flows

Show both courses of action at a decision point
Prepare
the
Template
Cut paper to the
Required size as
Per drawing
Prepare
the
Mating
edges
Dip paper
Into D M
water
Mould to the
required
shape
with fixture
Process Map Example
Level 1
Macro process map for system service
business – ABB Service
1
Start
Customer calls NAPESCO
with a need for support
Prepare diagnostic
Checklist and check
For spare parts
availability
Identify customer
needs (Failure
need to be fixed
Check for ABB
service experts
Check if the failure
need is covered
In the contract
No
Guide customer to
experts and
support as per
capabilities
Yes
know-how
Provide service
and get
Acknowledgement from
customer
Evaluate response
time and estimate
service cost
1
Update service records
And close the call
End
Process Map Example
Level 2 – Micro process map
 The upper map is part of a value stream map of a manufacturing process
 The lower map is a detailed view of a single workstation or cell
Production
Control
Wet
Processing
Prepare the
Template
Drying
Cut paper to the
Required size as
Per drawing
Finishing
Inspection
Prepare the
Mating
edges
Packing
Dip paper
Into D M
water
Bonded
Warehouse
Mould to the
required shape
with fixture
SIPOC
SIPOC = Supplier – Input – Process – Output – Customer

The SIPOC process map is a useful addition to the linear or swim lane process map

It gathers important details about the start and end of a process

SIPOC is useful for understanding what process outputs need to be tracked in Q1 – Measure
S
I
P
O
C
Suppliers
Inputs
Process
Outputs
Customers
The provider of
inputs to the
process
Materials, resources or
data required to
execute the process
A structured set of
activities that transform a
set of inputs into specified
outputs that provide value
to customers and
stakeholders
The products or
services that result
from the process
The recipient of the
process output
5 - 7 major steps
Start
End
Types of Process Inputs
Any process or a process step has few primary inputs

Controllable (C) – Inputs you can control while the process is active e.g. oven temperature, clamp
pressure, order line item …

Procedural (P) – Controlled inputs with a set of activities leading to completion of a step e.g.
project management tool, CNC program, ERP process …

Noise (N) – Uncontrollable inputs where one cannot influence within a reasonable boundary. e.g.,
humidity, new employee, competition, supplier OTD …
Procedural
Inputs (P)
Controllable
Inputs (C)
Process
Noise Inputs (N)
Key Process
Outputs
SIPOC Example: Product business
Assembly of small circuit breaker
S
I
Suppliers
ABB Italy
Dow Corning
Atlas
P
Inputs
Moving Group
& release
assembly
Black grease &
petroleum jelly
Pneumatic gun
Assembly tools
O
Process
Outputs
C
Customers
Basic Breaker
Assembly
Assembly time
C
C
C
C
Testing
Station
Operator
Defects /
Repair count
Rework time
Basic breaker
Assembly
QC
Operator
Major process steps
Start
Move sub
assembly
& Fix springs
Pick & place black
and white screws &
tighten
Pick handle holder
apply grease
Fix to mechanism
Pull mechanism spring,
fix to handle holder &
leaf spring , fix to case
Fix traction spring
Apply grease
go to next station
End
SIPOC Example: Project Business
Customer order booking process
S
I
Suppliers
End Customer
P
Inputs
O
Process
Signed copy of
the Purchase
order from
customer
C
Procedure for
order booking
process
P
C
Outputs
Customers
Sale order number
Order Indent
Full Cost Model
Order backlog
projection
Customer order
booking
Project
Manager
and
Project
execution
team
Major process steps
Start
Create sales
order/Project
definition in SAP
Create order indent
& Full Cost Model
(FCM)
Carry-out costing
Of Each line item
in the Sale order
Seek FCM
approval
Transfer the Order
with all documents to
execution team
End
SIPOC Example: Service business
Service order for upgrading 800M controllers
S
I
Suppliers
End Customer
ABB Sweden
PA services LBU
P
Inputs
Customer process plant
shutdown
800M controllers and
hardware‘s
Skilled resource
Approved
Commissioning schedule
O
Process
C
Outputs
C
Customers
IO (Input / Output)
panel
C
Controller Panel
C
C
Process plants
(Cement, Steel,
Oil & Gas, Pulp
& Paper etc.,)
OFC communication
facility
Installation, testing
and commissioning
Major process steps
Start
Erect IO panel
In The sub
Station area
Lay OFC from IO to
controller panel. OFC
termination and testing
Plant Shutdown &
carry-out wiring of
Panel as drawing
Carry-out loop
Check for all the
signals
Simulate the process
Sequence in DCS
And handover
End
SIPOC Process Worksheet