Office Process Mapping

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Office Process Mapping
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Types of Process Maps

• Flow Charts Good for showing decisions and
  loops
• Value Stream Maps Good for showing how value is
  added (tend to be linear)
• Spaghetti Maps Good for showing physical
  movement of people and material
• Swim Lane Map Good combination of first two maps

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Flow Chart
Mail
Stop
Resolved?
Yes
No
Get Mail
Wait for Due Date -5
Call Company To Resolve
Sort
Put in Envelope Attach Stamp
No
Correct?
Write Check Due Date on Envelope
Yes
Open Bills
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Spaghetti Map
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Swim Lane Mapping

• Three Elements

Time People (job functions) Tasks/Process
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Example of Swim Lane Map
Time
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Process
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Icons
Task
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Icons
Wait / Delay
Storage / File
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Icons
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Building a Swim Lane Map
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Building a Swim Lane Map
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Building a Swim Lane Map
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Building a Swim Lane Map
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Process of Data Collection

• 1. Walk/observe the process
• 2. Document the process
• 3. Characterize the process

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Walk the process
From the beginning
To the end
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Questions to Ask When Documenting the Process
Where does this information come from Is the
process completed with or without interruption Do
you ever miss information or have incorrect
information Where does the information go from
here Is there more than one place the information
goes Is there new information or is it being
translated into another form
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Characterize the Process

• What forms, screens or programs does each step
  use?
• How long does each step take?

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Hand-Off

• Passing transactional tasks to another department
  or person

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Missing or Incomplete Information
A requested option was not included on the order
form
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Duplication

• Multiple copies or locations for physical or
  electronic forms

Order Entry Shipping Department Sales
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Data Transfer

• Moving information from one place to another
  without changing it

Order Form
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Wait

• Waiting for someone to make a decision.
• Waiting for information to be placed in the inbox

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Inspection
Reviewing employees work
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System Requirements No Value

• Entering information for the sole purpose of
  making the business system work.

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Lets Map This Process!
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Lets look at an example of a purchase order
Movie
Work Order
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End of the Process
It took. 44 Process steps 5 People involved 8
Waits 1897 of travel Typically 2-4 weeks to
complete
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Lets identify wastes that you saw in the movie

• Transportation
• Overproduction
• Motion
• Defects
• Waiting
• Inventory
• Processing

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The Road to the Perfect Process
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The Perfect Transaction

• Is completed entirely by one person
• Is completed one at a time
• Is completed as soon as the request is made
• Is completed without interruption
• Is completed with the information provided
• Is completed correctly
• It never returns

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Preparing your road map

• Identify every step of the transactional process
• Sequence the steps in a map and characterize them
  as value/non-value
• Work to eliminate non-value added steps
• Connect the value-added steps together without
  waiting or handoffs

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Barriers to the perfect transaction

• Poor Information
• Missing information
• Inaccurate information
• Assumptions

• Poor information flow
• Hand-offs
• Waiting
• Organizational structure
• Information/Knowledge silos

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Eliminating missing information

• Often the result of long lead times, and usually
  the cause of long lead times (Catch 22)
• Require all information from the customer before
  the job launches (information filter)
• Put in hard stops that dont allow partial
  information (online hotel reservations)

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Eliminating Inaccurate Information

• Use menus where a small number of choices exist
• Create a review process with the customer before
  the job launches
• Create and report on measurements for information
  accuracy

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Eliminating hand-offs

• Identify the value-added tasks and the people who
  perform them
• Relentlessly challenge why one person cant
  perform more of them in sequence
• Identify what needs to be done to accomplish a
  zero hand-off stream (i.e. training, structure,
  IT changes)

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Eliminating waiting

• Waiting is usually the result of a hand-off or
  missing or incomplete information.
• Eliminating hand-offs reduces waits
• Making every effort to insure clear, accurate
  information is gathered upstream, reduces waits

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Now lets look at the NEW process!
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End of the NEW Process!

• 9 Process steps
• 1 Person involved
• 0 Waits
• 0 of travel
• 26 minutes to complete

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Compare!
Old Process New Process
44 Process steps 5 People involved 8 Waits 1897
of travel 2-4 weeks to complete

• 9 Process steps
• 1 Person involved
• 0 Waits
• 0 of travel
• 26 minutes to complete