Class Preparation materials: Butcher paper to post on the walls. One large piece for each 5-8 person team expected in the class. Large = 3’ X 2’. Post these blank sheets on the wall before class. 2. Sticky notes, at least one pad for each team. 3. Sharpie pens for each team. 4. Tape to attach charts to the walls. 5. Flipchart for instructor, with pens. Chalkboard or whiteboard will work if a flipchart is not available.

SIPOC Diagram Bradlee J. Watson MBA Student of Global Supply Chain Management Marriott School of Management Brigham Young University

Class Agenda Welcome and Introductions SIPOC Defined How can SIPOC be used? How It Works An Example In-class Exercise Summary Class Agenda Welcome and Introductions (spend a few minutes to get to know the class & their needs) On a flipchart, capture what each student would like to get out of the class. Post the flipchart on the wall. Refer back to it at the end of class to make sure all questions/ideas have been addressed. SIPOC Defined (2 slides) How can SIPOC be used in your organization? (2 slide) How It Works (6 slides) An Example (6 slides) In-class Exercise (6 slides) Summary (1 slide)

SIPOC Defined SIPOC is an acronym standing for S = Supplier(s) I = Input(s) & key requirements P = Process O = Output(s) & key requirements C = Customer(s) SIPOC is a simple acronym. The SIPOC Diagram is the tool that holds the real power to convey meaning and understanding.

SIPOC Diagram Defined A SIPOC Diagram is a visual representation of a high-level process map; including suppliers & inputs into the process and outputs & customers of the process Visually communicates the scope of a project A SIPOC Diagram is a communication tool. It visually documents a process. A high-level process map shows only the major steps of a process. Detailed steps come later, in the Measure phase if you are using DMAIC. It provides a fact-based process description as a basis for understanding “current state” It is a simple diagram for identifying the basic elements of a process (boundaries, suppliers, inputs, process steps, outputs, and customers) SIPOC is a good tool for translating customer requirements into input & output requirements and identifying related Key Process Input & Output Variables (KPIVs & KPOVs) SIPOC establishes project scope and should be referred back to in later project phases to ensure adherence to scope & eliminate scope creep. Be very clear about where the process starts and where the process ends. This should align with and help define your project scope.

How can SIPOC be used? SIPOC Diagrams help a team and its sponsor(s) agree on project boundaries and scope A SIPOC helps teams verify that inputs match outputs of upstream processes outputs match inputs of downstream processes SIPOC can be used to define the scope and boundaries of your project. It helps communicate inside and outside an organization. If a project scope has already been defined, SIPOC can validate the accuracy of the scope. If you are following the DMAIC (Define, Measure, Analyze, Improve, and Control) problem-solving methodology, SIPOC is introduced in the Define phase of the project

Brainstorming Exercise How can SIPOC be used in your organization? Break into small groups of 3-4 people. Take 5-8 minutes and brainstorm how, when, and where SIPOC can be used in your organization. Have each group briefly report back on their discussion. SIPOC is a precursor to creating more detailed process maps and value-stream maps

How a SIPOC works Suppliers Inputs Process Outputs Customers Key point on forming a team to develop a SIPOC Diagram: Involve a cross-section of those who work with the process to create the diagram. No single person will have all the process knowledge you need.

Step 1: Begin with the high-level process map Suppliers Inputs Process Outputs Customers Step 1 Step 2 To construct a SIPOC diagram, begin with a high level process map, usually consisting of four to five steps. Then list outputs of the process, followed by the customers who receive the outputs. Then turn your attention to the front end of the SIPOC, with a listing of the inputs to the process and their suppliers. (ASQ Certification Board Puts Quality Tools to Work. Scott A Laman, Elizabeth Burns, Kathy L Lynn. Quality Progress. Milwaukee: Mar 2007. Vol. 40, Iss. 3; pg. 54, 9 pgs) Reminder: Be very clear about where the process starts and where the process ends. This should align with and help define your project scope. Keep the process map to the highest level. Don’t be tempted to dive too deeply into process steps at this point. Keep it to 4-5 steps. The process you choose for your project may be a subset of a larger process or a standalone process. Step 3 Step 4

Step 2: List all of the outputs from the process Suppliers Inputs Process Outputs Customers Step 1 Examples Services Products Reports Metrics Raw data Step 2 Start by brainstorming with the team about outputs. Outputs can also include requirements. For example, each product produced may have a tolerance level to meet quality requirements. If you have a lot of outputs, focus on the critical few. List the outputs on the diagram. Step 3 Step 4

Step 3: Identify the customers receiving the outputs Suppliers Inputs Process Outputs Customers Step 1 Examples Services Products Reports Metrics Raw data Examples Internal External Vendors End users Management Downstream Process Step 2 Getting started the right way is critical - properly identifying suppliers and customers is necessary, using SIPOC can help identify the players Next, identify those people or processes that receive the output. Take special note of any downstream processes, do the outputs of this process match the inputs of the downstream process? List the customers on the diagram. Step 3 Step 4

Step 4: List all of the inputs into the process Suppliers Inputs Process Outputs Customers Step 1 Examples Data Parts Application Raw materials Examples Services Products Reports Metrics Raw data Examples Internal External Vendors End users Management Downstream Process Step 2 Now we turn our attention to the process inputs. Inputs can also include requirements. For example, raw materials may have a purity level to meet quality requirements. If you have a lot of inputs, focus on the critical few. List the inputs on the diagram. Step 3 Step 4

Step 5: Identify the suppliers of the process inputs Outputs Customers Step 1 Examples Internal External Vendors Producers Management Upstream Process Examples Data Parts Application Raw materials Examples Services Products Reports Metrics Raw data Examples Internal External Vendors End users Management Downstream Process Step 2 Finally, identify the people, systems, or upstream processes that supply the inputs. Take special note of any upstream process, do the inputs of this process match the outputs of the upstream process? List the suppliers on the diagram. Step 3 Step 4

An Example: Mowing the Lawn Suppliers Inputs Process Outputs Customers Mowing the lawn = Prepare lawn for mowing -> Mow lawn -> Trim lawn -> Clean-up & removal Other examples that could be used as illustrations: Delivering newspapers = Prepare papers for delivery -> Deliver papers -> Collect payments Taking Wedding photos = Prepare location -> Take photographs -> Develop photographs -> Deliver photographs Changing motor oil & parts = Receive incoming vehicles -> Drain oil & remove old filter -> Install new filter & refill oil -> Complete transaction & return vehicle

Step 1: Begin with the high-level process map Suppliers Inputs Process Outputs Customers Prepare Lawn for mowing Mow the Lawn This is an animated slide - 4 clicks to display the process Reminder: Be very clear about where the process starts and where the process ends. This should align with and help define your project scope. Keep the process map to the highest level. Don’t be tempted to dive too deeply into process steps at this point. Keep it to 4-5 steps. Note that selecting a lawn or negotiating with a homeowner are outside the scope of our example process. Trim the Lawn Clean-up & Removal

Step 2: List all of the outputs from the process Suppliers Inputs Process Outputs Customers Prepare Lawn for mowing Debris from lawn Beautiful lawn Mow the Lawn This is an animated slide - 5 clicks to dissolve the arrow an display the 4 outputs Click through the outputs, discussing briefly. Point out the possible output requirements, such as the lawn must be 3 inches long or grass clippings must be put in a recyclable bag. Bagged grass clippings Trim the Lawn Happy customer Clean-up & Removal

Step 3: Identify the customers receiving the output Suppliers Inputs Process Outputs Customers Prepare Lawn for mowing Debris from lawn Homeowner Beautiful lawn Yard waste recycler Mow the Lawn This is an animated slide - 3 clicks to dissolve the arrow and display the 2 customers Click through the customers, discussing briefly. Bagged grass clippings Trim the Lawn Happy customer Clean-up & Removal

Step 4: List all of the inputs into the process Suppliers Inputs Process Outputs Customers Prepare Lawn for mowing Long lawn Debris from lawn Homeowner Lawn-mower Beautiful lawn Yard waste recycler Mow the Lawn This is an animated slide - 7 clicks to dissolve the arrow and display the inputs Click through the inputs, discussing briefly. Point out the possible input requirements, such as the lawn must be 4 inches long or the gasoline must be unleaded and mixed with oil. Trimmer Bagged grass clippings Gasoline Trim the Lawn Yard waste bags Happy customer Rake & broom Clean-up & Removal

Step 5: Identify the suppliers of the process inputs Outputs Customers Prepare Lawn for mowing Homeowner Long lawn Debris from lawn Homeowner Home Depot Lawn-mower Beautiful lawn Yard waste recycler Mow the Lawn This is an animated slide - 4 clicks to dissolve arrow and display the suppliers Click through the suppliers, discussing briefly. Chevron Trimmer Bagged grass clippings Gasoline Trim the Lawn Yard waste bags Happy customer Rake & broom Clean-up & Removal

Brainstorm an in-flight or planned project in your organization In-Class Exercise Brainstorm an in-flight or planned project in your organization Let’s create a SIPOC for an in-flight or planned project in your organization. Break the group into teams of 5-8 people. Pass out Sharpies and Sticky Notes to each team. Assign each team one of the blank pieces of butcher paper, which have previously been taped to the walls. Brainstorm a project that you would like to use for this exercise. Remember, the process you choose can be a subset of a larger process. Take 4-5 minutes.

Suppliers Inputs Process Outputs Customers Step 1: Begin with your high-level process map (Keep to 4-5 process steps) Suppliers Inputs Process Outputs Customers Step 1 Step 2 Begin with your high-level process map. On the large butcher paper on the walls, draw a SIPOC diagram skeleton. Using the sticky notes, write each step on a different sticky note and place the process steps on the diagram. Draw in the arrows on the paper or on sticky notes. Be very clear about where the process starts and where the process ends. This should align with your project scope. Remember to keep with high-level process steps. Detailed process steps come later. Step 3 Step 4

Step 2: Brainstorm all of the outputs from the process Suppliers Inputs Process Outputs Customers Step 1 List process outputs List key output requirements Step 2 As a team, brainstorm all of the outputs from the process. Write each output on a sticky note and place them on the output column on the diagram. Brainstorm key output requirements that need to be accounted for. Place each one on a sticky note and align the key requirements to the corresponding output. Think of downstream processes, have you identified all of the inputs for those processes? If you have a lot of outputs, focus on the critical few. Step 3 Step 4

Step 3: Identify the customers receiving the outputs Suppliers Inputs Process Outputs Customers Step 1 List process outputs List key output requirements List customers Step 2 As a team, brainstorm all of the customers of the process. Write each customer on sticky note and place them on the Customer column on the diagram. Remember the downstream processes. Step 3 Step 4

Step 4: Brainstorm all of the inputs into the process Suppliers Inputs Process Outputs Customers Step 1 List process inputs List key input requirements List process outputs List key output requirements List customers Step 2 As a team, brainstorm all of the inputs into the process. Write each input on a sticky note and place them on the input column on the diagram. Brainstorm key input requirements that need to be accounted for. Place each one on a sticky note and align the key requirements to the corresponding input. Think of upstream processes, have you identified all of the outputs for those processes? If you have a lot of inputs, focus on the critical few. Step 3 Step 4

Step 5: Identify the suppliers of the process inputs Outputs Customers Step 1 List suppliers List process inputs List key input requirements List process outputs List key output requirements List customers Step 2 As a team, brainstorm all of the suppliers of the process. Write each supplier on sticky note and place them on the Supplier column on the diagram. Remember the upstream processes. Step 3 Step 4

Summary What we covered today Defined SIPOC Discussed how SIPOC can be used Showed how it works Demonstrated an example Completed an in-class exercise Summary What we covered today (Review any items as needed) Defined SIPOC Discussed how SIPOC can be used Showed how it works Discussed an example Completed an in-class exercise Refer to flipchart of what the students wanted to get out of the class. Were all of the items covered? Answer & discuss any item that was not covered in the course material.

Reference Materials Michael L. George, David Rowlands, Mark Price, John Maxey. The Lean Six Sigma Pocket Toolbook. New York: McGraw-Hill, 2005. Scott A Laman, Elizabeth Burns, Kathy L Lynn. ASQ Certification Board Puts Quality Tools to Work. Quality Progress. Milwaukee: Mar 2007. Vol. 40, Iss. 3; pg. 54, 9 pgs Kerri Simon. SIPOC Diagram. http://www.isixsigma.com/library/content/c010429a.asp Bryan Carey and J. DeLayne Stroud. SIPOC Leads to Process Mapping and Project Selection. http://finance.isixsigma.com/library/content/c060322a.asp David Rasmusson. The SIPOC Picture Book: A Visual Guide to the SIPOC/DMAIC Relationship. Wisconsin: Oriel Incorporated, 2006.