1. Pg 1 Why Learn About SIPOC And Process Maps? Document actual high level process Clarify customers, suppliers, inputs, and outputs Communicate information Train employees on process Helps to identify and prevent defects from occurring.

2. Pg 2 Other Definitions Input:Material/information entering process and is transformed Output:Product or service resulting from transformed inputs Operation:Action which transforms inputs Process Boundary:Limits which define project scope Supplier:Provider of inputs Customer:Receiver of outputs Process terminology is simple, but very important.

3. Pg 3 What Is A SIPOC Process Map? Visual display of high level process Used in all DMAIC phases – Define/Measure phase – Project scoping – Analyze phase – Identify potential Critical Xs – Improve phase – Revised map – Control phase – Training SIPOC maps can be used on ANY process and is a LIVING document.

4. Pg 4 Levels Of A Process Core Process Detailed process Business Process (“Strategic”) Business Processes High Level Process Map (SIPOC) Detailed Process Map Business Development SalesUnderwritingContracting Customer Service TermsDocsNegotiateClose UnderwritersCustomers (external) Service Dept. (internal) Customer Supplier Mapping can be done at several levels.

5. Pg 5 SIPOC – High-level Map Major tasks and activities Boundaries of process Output variables and who receives outputs (customers) Customer requirements of outputs Input variables and who supplies inputs (suppliers) Process requirements of inputs SIPOC identifies Suppliers, Inputs, Process, Outputs, and Customers.

6. Pg 6 Why Use SIPOC? Identify and balance competing requirements Identify “gaps” Verify team and information resource requirements Drive Process Owners to use and continuously verify proper metrics with customers and suppliers Documenting a process from suppliers to customers.

7. Pg 7 Basic Structure Of SIPOC SIPOC Requirements SuppliersInputsOutputs Customers Input BoundaryOutput Boundary Process SIPOC is a one-page visual of entire process.

8. Pg 8 SIPOC Form Guide Support File: SIPOC.xls Left side of form is independent from right side. Requirements (Receiver of deliverable from process) (Deliverables from process) (Top level description of activity) (Resources required by process) (Providers of required resources) ProcessSuppliers 4 Who is Customer of each output? Boundary 6 What Inputs are required to enable this process to occur? 8 What does process expect from each input? 1 What is the process? 3 What are the outputs from process? 5 What does each Customer expect from each output? 2 When does process start? 2 When does process end? 7 Who is supplier of each input? Inputs Outputs Customers

9. Pg 9 Exercise With the facilitator, prepare a SIPOC on launching the catapult.

10. Pg 10 S Supplier I Input P Process O Output C Customer Branch Personnel Prospect Coordinator New Account Advisor Phone call Fax E-mail Account data base Siebel file Evaluate lead Load Siebel Contact customer Complete profile Account profile form Closed lead – No account Closed lead – No contact Outside Customer Branch Personnel Series 8 Manager Account Maintenance team Problem Statement In 2003, associate has received 342 leads through the branch referral program. Of these, 340 were deemed eligible and loaded into the call campaign bucket. We had a 59% contact rate, while 12% were swept with no attempt. For accounts contacted, we had a 69% conversion rate. Of these 28% were contacted within 72 hours. Example: SIPOC

11. Pg 11 Linkages Inputs from: CT Tree VOC Team Customer Suppliers Results to: Cause and Effects Matrix Failure Mode Effects Analysis (FMEA) Data Collection Plan Multi-vari Studies Control Plan Summary SIPOC maps are key tools in Six Sigma projects.

12. Pg 12 Session Summary SIPOC maps document actual processes Actual processes must be understood by project team, Process Owner, Champion, and stakeholders SIPOC maps show customers, suppliers, inputs, and outputs SIPOCs lay foundation for many other tools SIPOC maps serve many project needs.