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: The process changes the inputs to produce an output(s) Process Inputs Outputs 3

Processes are made of Elements Below is a list of major elements of a process system: When the system fails, it is usually the result of one or more of these elements Purpose Entities Tasks or Activities Sequence or Flow Materials Resources Decisions Queues Arrivals Departures Duration Feedback Communication Information Schedules 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 i.e. - Employees, Customers, Patients … Inanimate objecti.e. - Documents, Parts, Units … Abstracti.e. - s, 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 S -Enter conversation at a Social level O - Explain the Objective of documenting the process L - Listen to what they have to say A - Advise and Ask R - 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 18 “Entity” Flow

High-level Flow Diagram – SIPOC Example 19 “Entity” Flow SIPOC Analysis for Rail Service Process

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

25 SIPOC SuppliersInputsProcessOutputsCustomers High-level Flowchart (Vertical Format Example)

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 Tip: 27 Always by hand Write it down Walk it! (backwards)

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