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
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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)
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Processes are made of Elements
Below is a list of major elements of a process system:
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Purpose
Entities
Tasks or Activities
Sequence or Flow
Materials
Resources
Decisions
Queues
Arrivals
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Departures
Duration
Feedback
Communication
Information
Schedules
When the system fails, it is usually the result of one or more
of these elements
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Processes Exist to Fulfill Needs
• Questions to be Answered About Needs
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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?
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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 …
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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
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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…)
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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”
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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
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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
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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
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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
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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
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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
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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:
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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
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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
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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
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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
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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
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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
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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
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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
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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
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High-level Flowchart (Vertical Format Example)
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S
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P
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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
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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)
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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
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