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 SIPOC Analysis for Credit Voucher Process Suppliers Inputs Process Returned product Customer returns product; requests credit Customers Request for credit Receiving initiates credit process Cust. Service and Tech Service evaluate request Accounting approves and registers credit 18 Customer service processes credit and closes files Outputs Customers Credited amount on customer’s account Customers Accurate computer records Cust. Service Tech Service Accounting 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