TRAIN ADVENTURE ANALOGY

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• TRAIN ADVENTURE ANALOGY
• DESTINATION BUSINESS MISSION / VISION
• ENGINE CUSTOMERS SATISFACTION
• FUEL CONTINUOUS IMPROVEMENT
• TRACKS PROCESS MANAGEMENT
• CREW BUSINESS PERSONNEL
• TICKET DOCUMENTED MANAGEMENT SYSTEM

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• Process Management
• It is the means whereby an
• Integrated Management System
• Achieves its Mission of Meeting
• Customer Expectations

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• ACHIEVED HOW?
• Identifying those Processes that are Core to the
  Business
• Assigning Process Owners VIA The Responsibility
  Matrix
• Process Owners Map Their Process
• Owners Walk-Thru Their Process
• Owners Document and Issue Their Procedure

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• WHAT IS ACHIEVED?
• BUSINESS PROCESSES ANALYZED FOR ...
• ... Compliance to Company Industry Standards
  (e.g. ISO-9000)
• ... Continuous Improvement
• ... Simplify, Combine, and/or Eliminate Steps
• ... Reduce Waste

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• THE
• EXCESS WASTE RAILROAD

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• HOW TO MEASURE ACHIEVEMENT
• Customer Satisfaction Complaints
• Business Plan System Measures
• Continuous Improvement
• Internal Audits
• Corrective Preventive Action
• Management Review

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• TYPICAL BUSINESS MEASURES
• On-Time Delivery
• Cycle Time
• Product Quality (e.g. PPM Defects)
• Yields
• Utilization / Capacity Analysis
• Customer Rejects
• Safety

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• VITAL SIGNS
• HEALTHY COMPETITIVE PROCESS
• FLEXIBLE in allowing the process to adapt to
  customer changes
• EFFECTIVE in meeting customers expectations
• EFFICIENT in producing the desired results while
  minimizing business resources
• CONTROLLABLE by eliminating variations in the
  process

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• HAZARDS
• Applying too many Bandaids
• No Future Planning
• Process Requirements NOT Routinely Reassessed
• Process Measures NOT Effectively Utilized
• Emphasis on Output Only, Ignoring the Whole
  Process

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• THE PROCESS
• IMPROVEMENT
• SPIRAL

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• WHAT IS A PROCESS?
• A Sequence of Tasks directed at accomplishing a
  desired outcome
• An Activity that adds value to a given input to
  produce the designated output
• A Series of Activities designed to deliver
  customer satisfaction

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• ALL WORK
• IS A
• PROCESS!

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• Core Process
• Those conceptually and/or logistically related
  activities, which achieve the business mission by
  adding value to inputs provided by external
  suppliers and produces output for external
  customers.

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• IS THIS A CORE PROCESS?

ACTIVITY Value Added
Output
Input
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• IS THIS A CORE PROCESS?

FUNCTION B
FUNCTION D
FUNCTION C
INPUT
FUNCTION A
OUTPUT
RECEPTION
REGISTRATION
MEDICAL CARE
ACCOUNTING
ACTIVITY B1
ACTIVITY A1
TASK 1a Enter Patient's
-
ACTIVITY C3
Name into Computer
TASK 1a Greet Patient
TASK 3a Generates Mails Patients Billing to
both the Insurance and the Patient
TASK 1b Have Patient Sign In
NO
TASK 1c Refer Patient to Registration
Is Name in Computer?
ACTIVITY C2
TASK 2a Obtains Correct Information form
Insurance or Patient
YES
ACTIVITY B2
ACTIVITY D2
TASK 2a Verify Patient's Name In Computer
TASK 2a Releases Patient
TASK 2b Updates Hard Soft Copies
TASK 2c Ensures Accuracy of Patients Account
ACTIVITY B3
TASK 3a Complete an Account Face Sheet on Patient
NO
TASK 3b Copy Patient's Insurance Card
ACTIVITY D1
YES
Information
TASK 1a Accounts for Services
Materials Provided the Patient
Correct?
TASK 3c Obtain Patients Signature on Form
ACTIVITY B4
ACTIVITY C1
TASK 1a Verifies Hard Soft Copy of
Patient Information
TASK 4a Admits Patient Submits Forms to Acct.
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• Process Mapping
• That activity performed by the Process Management
  Team assigned to Analyze where the process is and
  then determine where the process needs to improve
  in meeting Customer Requirements Expectations.

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• TOOLS FOR MAPPING
• Input - Output Modeling
• Identifies Beginning Ending of Process
• Inputs Outputs
• Control Measures for KEY Inputs Outputs
• Identifies the Supplier Customer Relationships
  Both Internally Externally
• Identifies the Value Added Activities

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• TOOLS FOR MAPPING
• Flow Charting
• Identifies the Detailed Activities
• Categorizes the Process Elements (e.g.
  Operations, Ques, Inspections, Reporting, etc.)
• Quantifies the Process Parameters (e.g. Cycle
  Time, Transportation, Waste)
• Comparative Analysis of what is and what could be

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TRADITIONAL FLOWCHART SYMBOLS
DRUM
DISK
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• FLOWCHART
• FROM
• I/O MODELING