【管理课件】08-MEASURE STEP 01.2 (PROCESS MAPPING).ppt

I. Process Mapping A graphical representation of steps, events, operations, and relationships of resources within a process. Elements of a Process Customer - Whoever receives the output of your process. Output - The material or data that results from the operation of a process. Process - The activities you must perform to satisfy your customer’s requirements. Input - The material or data that a process does something to or with. Supplier - Whoever provides the input to your process. Elements of a Process Control - The material or data that is used to tell a process what it can or should do next. Mechanism - The resources (people, machines, etc.) that come to bear on a process to change the input to an output. Process Boundary - The limits of the process, usually identified by the inputs, outputs and external controls that separate what is within the process from its environment. Process Mapping To prepare: Establish the process boundaries Observe the process in operation List the outputs, customers, and their key requirements List the inputs, suppliers, and your key requirements Benefits of Process Mapping Can reveal unnecessary, complex, and redundant steps in a process. This makes it possible to simplify troubleshoot. Can compare actual processes against the ideal. You can see what went wrong and where. Can identify steps where additional data can be collected. Building a Map Determine the scope How complex and detailed a map do you need to give you what you want? Determine the steps in the process Don’t worry about order Don’t worry about priorities Just list them! Arrange the steps in order Assign a symbol (See next page) Process Mapping Symbols Process Mapping Testing the Flow Are the process steps identified correctly? Is every feedback loop closed? Does every arrow have a beginning and ending point? Is there more than one arrow from an activity box? Perhaps it should be a diamond. Are all the steps covered? Validate Process Map Walk the Process Again Ask