Define Process
The
Quality
Improvement
Model
Define
Process
Select
Measures
Collect &
Interpret
Data
Define Process
Purpose:
•Communicate to an
individual or team a clear
understanding of the process
under study.
•Establish improved and
consistent process
operations.
Is
Process
Stable
?
No
Investigate &
Fix Special
Causes
Yes
Improve
Process
Capability
No
Is
Process
Capable
?
Yes
Use SPC to
Maintain
Current
Process
2-1
Define Process
Process Components
Suppliers


Inputs
Processes
Outputs
Customers
A process is any activity that converts
All processes involve Suppliers, Inputs, Outputs, and
Customers
2-2
Define Process
Defining Processes
Why


How
Communicate to an individual or a
team a clear understanding of the
process under study.
Standardize process operations.
Identify and list Suppliers, Inputs,
Outputs, and Customers.
 Develop flow chart of the process steps.
 Assure a common understanding of
related procedures.
 Verify practice vs. procedure.

2-3
Define Process
Process Standardization
STANDARDIZATION is everyone following the
procedures the same way.
These Procedures:
 Are not the optimum perfection.
 Are not necessarily the current best known
methods.
 Are the agreed-upon methods.
“It is neither possible nor necessary to standardize all
the operations. However, crucial elements...should be
measurable and standardized.”
—Misaaki Imai
KAIZEN
2-4
Define Process
Process Flow Charts
Purchasing Process
Manufacturing Submits
Purchase Order
A Graphical
display of the
steps in a process.
Standard Symbols
Process Steps
Decisions
Beginning or End Points,
or Connectors between pages
Purchasing Contacts
Vendors for Pricing
Vendor Submits Bids
Discuss Quality vs. Price
and Select Vendor
Can Vendor
Meet Schedule?
No
Yes
Vendor Delivers Goods
Manufacturing Inspects
Goods
Purchasing Pays Vendor
End
2-5
Define Process
Process Mapping
Pumping
String Up
Filtration
Quench
Extrusion
Cutting
Outputs
Chip weight
Chip viscosity Chip
defects
Gels
Dirt
Shutdown/rate
2-6
Detailed Process Maps
Define Process
What is the tool?
 Graphical illustration of the process
 What will the tool identify?
 All value-added and non-valueadded process steps
 Input variables (X’s)
 Output variables (Y’s)
 Data collection points
 When do you apply process mapping?
 Always

2-7
Process Mapping Steps
Define Process
1.
Identify the process, its external inputs
and customer outputs
2.
Identify all steps in the process graphically
3.
List output variables at each step
4.
List input variables and classify process
inputs as controlled or uncontrolled
5.
Add process specifications for input
variables
2-8
Define Process
Step 1: Identify the Process and
Inputs/Outputs

We need to get a 50,000 ft. view of the process first


First identify the process in simple terms
Secondly we identify external inputs
o
o
o
o

Incoming information
Raw materials
Personnel
Energy requirements
Finally we identify the customer requirements
(outputs)
o Identify the attributes of a correctly functioning product or service
2-9
Define Process
Step 1: Examples
Manufacturing
Inputs
Outputs
Fluid Bed Dryer
Rate
Temperature
Air Flow
Residence Time
Appearance (Color)
Physical Chem
Properties
Cycle Time
(plugging)
Zone 3 Temp
Non- Manufacturing
Inputs
Outputs
Order Entry
Phone
FAX
Email
Price
Availability
Confirmation of
Order
Promise Date
Order number
2-10
Define Process
Step 2: Identify All Steps in the Process

Include all value-added and non value-added steps

Process steps, inspection/test, rework, scrap points
Manufacturing
Mixing
Extrusion
Water and
Metals
Preparation
Extrude
through die
Dryer
Calciner
Material
drying, surface
area issues
NADM
Impregnation
Solution
Preparation
Metals
addition
Fluid Bed
Dryer
Final
preparation /
appearance
issues
Non-Manufacturing
Answer Phone
Greet customer
Determine parts needed
Identify need date
Identify ship to address
Identify price
Identify shipment method
Internal Information
Get internal P/N
Determine terms
Identify lead time
Complete order
worksheet
Order Entry
Input information
Print order confirmation
Determine ship date
Review order
Order Confirmation
FAX confirmation to
customer
Verify manufacturing
receipt of order
2-11
Define Process
Step 3: List Key Output Variables

Include both process and product output variables
Manufacturing
Outputs
Mixing
Water and
Metals
Preparation
Extrusion
Extrude
through die
Dryer
Calciner
Material
drying, surface
area issues
• TV of Mix Quality
Check
around
extrusion
• TV of Mix Quality
Check
around
extrusion
• Surface Area
• Pore Volume
• Appearance
Outputs
NADM
Solution
Preparation
Impregnation
Metals
addition
Fluid Bed
Dryer
Final
preparation /
appearance
issues
•
•
•
•
pH
Temp
Specific Gravity
Clarity
• Appearance
(Color,
Wetness)
• Appearance
(Color)
• Physical
Chemical
Properties
• Cycle Time
(plugging)
• Zone 3 Temp
2-12
Step 3: List Key Output Variables

Define Process
Include both process and product output variables
Non-Manufacturing
Outputs
Answer Phone
•
•
•
•
•
• Prompt
Greet customer
answer
Determine P/N
• Live body
Identify need date
• Part number
Identify ship to address
• Availability
Identify ship method
• Need date
Internal Information • Customer
number
• Get internal P/N
• Order
• Determine terms
worksheet
• Identify lead time
• Pricing
• Complete order
Outputs
• Order in
computer
• Input information
• Print order confirmation • All line
items
• Determine ship date
complete
• Review order
• Correct info
• Promise
date
• Order
number
• Printed
confirmation
Order Entry
Order Confirmation
• FAX confirmation to
customer
• Verify manufacturing
receipt of order
• Order
confirmation
to customer
• Order to
production
worksheet
2-13
Define Process
Step 4: List and Classify Key Input Variables

List all key input variables and classify them as


Controlled inputs
Uncontrolled inputs
Controlled Inputs: Input variables that can be changed to see
the effect on output variables
Sometimes called “knob” variables
Uncontrolled Inputs: Input variables that impact the output
variables but are difficult or impossible to control (may also
be controllable, just not under control currently)
Example: Environmental variables such as humidity
Critical Inputs: Input variables that have been statistically
shown to have a major impact on the variability of the output
variables
2-14
Process Mapping Examples
Define Process
Manufacturing
Inputs
Outputs
Types
Mixing
Total Rate
Mixer Speed
Al2O3 Qual
Rec Comp
C
C
U
U
Ext Rate
Die Wear
Ext RPMs
Die Change
C
U
C
U
Temperature
Rot speed
Draft
Feed Rate
Drying air
C
C
C
C
U
Water and
Metals
Preparation
Extrusion
Extrude
through die
Dryer
Calciner
Material
drying, surface
area issues
Inputs
• TV of Mix Quality
Check
around
extrusion
Nitric Acid
H2O2
Water
ADM
Hold Time
Agitation
C
C
C
C
U
C
• TV of Mix Quality
Check
around
extrusion
Phos Acid
Nozzle Type
Spray Time
Water
Moly
Nickel
Base
C
C
C
C
C
C
C
Temperature
Rate
Air Flow
Res Time
C
C
C
C
• Surface Area
• Pore Volume
• Appearance
Outputs
Types
NADM
Solution
Preparation
Impregnation
Metals
addition
Fluid Bed
Dryer
Final
preparation /
appearance
issues
•
•
•
•
pH
Temp
Specific Gravity
Clarity
• Appearance
(Color,
Wetness)
• Appearance
(Color)
• Physical
Chemical
Properties
• Cycle Time
(plugging)
• Zone 3 Temp
2-15
Define Process
Process Mapping Examples
Non-Manufacturing
Inputs
Type
• Information
from customer
• Greeting script
• Answering
procedure
• Telephone
system
C
• Cross
reference for
P/N’s
• Order
information
• Plant loading
information
• Order
worksheet
form
• Pricing
algorithm
C
C
C
U
U
U
C
C
Outputs
Answer Phone
•
•
•
•
•
• Prompt
Greet customer
answer
Determine P/N
• Live body
Identify need date
Identify ship to address • Part number
Identify ship method
• Availability
• Need date
•
•
•
•
Internal Information • Customer
Get internal P/N
number
Determine terms
• Order
Identify lead time
worksheet
Complete order
• Pricing
worksheet
Inputs
• Order
worksheet
• Computer
entry screens
• Lead time
information
from mfg
• Shipment
method
• Printed
confirmation
sheet
• Production
schedule
• Customer
contact info
• Production
contact info
• Confirmation
procedure
Type
U
C
U
Outputs
Order Entry
•
•
•
•
• Correct info
• Promise
date
• Order
number
• Printed
confirmation
C
C
U
• Order in
Input information
computer
Print order confirmation • All line
Determine ship date
items
Review order
complete
Order Confirmation
• FAX confirmation to
customer
• Verify manufacturing
receipt of order
• Order
confirmation
to customer
• Order to
production
C
C
C
2-16
Step 5: Add Specifications for Inputs


Define Process
For input variables identified as Controlled and Critical
Inputs, we can add the operational specifications and
targets for these variables
This information is the beginnings of the Control Plan!
Controlled Input
Variable
Target
Upper
Spec
Lower
Spec
Die Wear
?
?
?
Solvent Type
?
?
?
Ram Speed
?
?
?
Clamping Force
?
?
?
2-17
Define Process
Using Process Maps to Evaluate
Processes








Understand customer/supplier relationships
Discover unnecessary steps
Achieve agreement on process
Everyone understands their role
Provides inputs to Cause and Effects Matrix
Provides inputs to Control Plan Summary
Provides inputs to Capability Summary
Excel template: Process Map Master.XLS
2-18