Process Mastering : A Sure Way to Invigorate Your Improvement Efforts Presented by Ray W. Wilson

Definitions  Process Mastering: A discipline which focuses on reducing process variation and increasing process knowledge through experts, linking customers and suppliers. In this case the experts are the people who do the work in the process everyday.  Process Master: The documented, current best known way to do a job or run a process. A cookbook for doing the process - putting the best known way down on paper or on line.  Best Known Way: The safest, easiest, simplest current way to get results that satisfy customer needs – the road map for everyone to follow until a better method is chosen.

Step One – Select Team Leader The Team Leader:  Assembles the team  Sets agendas  Leads team meetings  Coordinates paperwork  Trains new workers using process master  Monitors the process to be sure master is followed  Is the process owner  Done by the Process Mastering team sponsor

Step Two – Define the Process What is the name of the process? Where does the process start and stop? What inputs and suppliers are part of the process? What is the process output? Are there naturally occurring boundaries? Smaller is normally better because processes are always more complicated than they look. An ideally sized process could have up to 9 major steps with fewer than 5 sub-steps each  Set process boundaries

Step Three – Select a Team Team members should have: Process know-how, tricks of the trade Process theory, safety information Approximately five process workers Team members should: Keep rest of workers informed Get input from other workers All shifts need to be included May include suppliers and customers  Sponsor and team leader select team

Step Four – Establish Team Norms Decided by the team and sponsor Every team member gets a copy Everyone is expected to follow, challenge and add to the list as necessary Examples: Everyone participates Honesty No put-downs No beepers or cell phones  Team chooses standard, rules, or pattern for their individual and group behavior

Step Five – Flowchart the Process Use a top-down flow chart with major steps at the top and sub-steps underneath Capture the best known methods Start step name with an action verb Number flow chart steps for later identification Identify key steps with asterisks Capture new, untried ideas on a Parking Lot List for later trial  Decide on the best sequence of job steps

Step Six – List Customers Needs and How the Process Fills Those Needs (Do this for External and Internal Customers) List the vital few customers or customer classes List and choose two to five most important customer needs List process actions (steps) which affect how the customer needs are met Evaluate how strongly the process actions affect the customers’ needs

Step Seven - List What is Controlled List two to five critical conditions or control points watched in the process Write how the critical conditions or control points can be monitored for effectiveness Evaluate how important the measurement is to the critical condition or control point

Step Eight - List Needs From Suppliers List the vital few suppliers or classes of suppliers List what is wanted or needed most from suppliers List how the process uses the suppliers’ deliveries Evaluate how important the supplier inputs are to the process

Step Nine – List Tools, Equipment and Supplies... that are necessary to do the job. (Those that are necessary but may be removed from the work area) Ex. A volt meter, grease gun, or gas mask, NOT a desk or light fixtures List supplies that may be used up during the process Note if inspection, calibration or maintenance is required before use

Step Ten - Capture Key Steps - Identification 1.Has the step caused errors in the past? 2.Is the step complicated? 3.Does the step have a safety issue? 4.Has the step been found important to internal or external customers? (Check the A Charts) 5.Is a control point associated with the step?  Mark key steps on flow chart with asterisks  Identify key process steps on the flow chart

Step Ten - Capture Key Steps (cont.) - Worksheet Transfer flowchart step number and name to worksheet Reach consensus and document the best known way to do the step Capture “tricks of the trade” Identify consequences of doing the step wrong including safety issues List or identify at least one measurement for the process Discuss possible exceptions to the best known way

Step Eleven - Try Out Process Master Train those not on the team Follow process master to check for errors and omissions Have a novice work through the process to see if it makes sense Collect exceptions that may be added to the process master

Step Twelve - Review and Modify Process Master Are any steps, tricks, or safety concerns missing, wrong or unclear? Should any exceptions be included in the master? Did the novice follow through the process master to find anything that doesn’t make sense?  Discuss how it went

Step Thirteen - Sign Off and Take Responsibility Update the Process Master and get documents put into final form Have everyone including the sponsor sign the finished document Monitor the use and the process measurement(s) Begin improving to make the process better

Some Benefits From Process Mastering  Stable predictable processes  Trained workforce  Communication cleaner and friendlier  Management support (Workers are empowered)  Less reliance on inspection  Data used to manage and make decisions  Fewer workers injured on the job  Happier, more fulfilled workers. More pride and joy in work.  Lower employee turnover  Fewer breakdowns  Organization learns more rapidly  Support for revised ISO 9000  More profit, less waste

Additional information: Ray Wilson, P.E. served on the executive management team of Countrymark Cooperative, Inc. for 10 years and led the company's Customer Focused Quality improvement effort. He is co-author of Process Mastering - How to Establish and Document the Best Known Way to Do a Job. His firm, Ray Wilson & Associates, specializes in organizational and operational improvement. Web Page: