1. Process Mapping

2. Why Flow Chart? To understand a process or system To (visually) depict all key steps in a process or system To compare existing and ‘ideal’ processes or systems

3. Types of Flow Charts Procedure Flow Chart – used to ‘map’ the flow of documents or data Process Flow Chart – used to ‘map’ the sequence and interaction of related work steps or activities Others ?

4. Typical Process Flow Chart Symbols and Conventions START Process Step Decision STOP Document or Record YES NO

5. What is a Process? Activity that transforms input into output Activity InputOutput Resources: People Facilities/Equipment Material Methods Results: Products Services Performance

6. How is a Process Managed? Activity InputOutput Right Resources: Qualified People Right Facilities/Equipment Correct Materials Proven Methods Desired Results: Quality Products Quality Services Customer Satisfaction Monitor & Measure the Process make sure the inputs are right, the transformation activities consistently work, and the desired results are achieved, then - improve the process as needed

7. A “Good” Process achieves Desired Results INPUTS Right People Right Materials Right Equipment Proven Methods OUTPUTS Performance Satisfaction ACTIVITY

8. How is a Process Measured? Activity InputOutput Right Resources: Qualified People Right Facilities/Equipment Correct Materials Proven Methods Desired Results: Quality Products Quality Services Customer Satisfaction Efficient No Waste Effective Desired Results Achieved

9. Who IS ‘responsible’ for a Process or System? ALL Process Participants are “TEAM MEMBERS” Worker: Those who work IN the process or system established by the manager. Manager: Those who work ON the process or system with the help of workers.

10. Who is ‘THE’ manager with overall responsibility for a specific process or system? The Manager responsible for the ‘final product’ of the process … should understand how the process works (actually) works in order to know if/when it needs improvement. What if ‘no one’ accepts this responsibility?

11. Management’s Role is to … “Define and Improve” Define: Describe the process or system and the desired results so workers can understand what is required and how to participate in improvement. Improve: Define methods for assessing the achievement of desired results and assign specific authorities and responsibilities for taking needed improvement actions.

12. What is a “Deployment” Flow Chart? A Process Flow Chart that adds one KEY new piece of information: Responsibility

13. Can Organization Charts Depict Process “Deployment”? “The hidden assumption in most organization charts is that people serve immediate supervisors” Processes or Systems ALWAYS cross organizational lines of authority and responsibility. A “horizontal” line on a Deployment Flow Chart represents a ‘shift in responsibility” or a “customer - supplier” relationship.

15. Deployment Flow Charting “STEPS” Define the specific START and STOP points in the process to be reviewed Identify (in chart column headings) all process participants; identify the process ‘owner’ Define the overall objective for the process and few key measures of ‘success’ Solicit input from process participants to ‘map out” the existing process … see ‘rules’

16. Deployment Flow Charting “RULES” Limit each flow chart to a single page with "links" to "sub-processes ", as needed Identify all process participants, All "horizontal" lines identify a "customer/suppler" relationship where responsibility shifts and key inputs/outputs can be analyzed for utility All vertical lines represent sequential steps performed by a function or work group, and "diamonds" are potential measurement points.

18. Deployment Flow Chart “Exercise 1” Develop a Deployment Flow Chart and define associated ‘metrics’ for the “Overall” Quality Management System

19. Deployment Flow Chart “Exercise 2” Develop a Deployment Flow Chart and define associated ‘metrics’ for a ‘selected’ QMS Process (Training Process. e.g.)

20. Deployment Flow Chart “Exercise 3” Develop a Deployment Flow Chart and define associated ‘metrics’ for a selected Manufacturing or other Product Realization Process

21. Deployment Flow Chart “Exercise 4” Develop a Deployment Flow Chart and define associated ‘metrics’ for a selected Manufacturing “Support” Process