MP-002 Process Mapping.pptx

CERTIFIED LEAN SIX SIGMA PHASE MEASURE  INTRODUCTION This course has been designed to build your knowledge and capability to improve the performance of processes and subsequently the performance of the business of which you are a part. The focus of the course is process centric. Your role in pro...

CERTIFIED LEAN SIX SIGMA PHASE MEASURE  INTRODUCTION This course has been designed to build your knowledge and capability to improve the performance of processes and subsequently the performance of the business of which you are a part. The focus of the course is process centric. Your role in process performance improvement is to be through the use of the methodologies of Six Sigma, Lean and Process Management. By taking this course you will have a well rounded and firm grasp of many of the tools of these methodologies. We firmly believe this is one of the most effective classes you will ever take and it is our commitment to assure that this is the case. MEASURE PHASE Process Mapping  OVERVIEW OF PROCESS MAPPING In order to correctly manage a process, you must be able to describe it in a way that can be easily understood. – The preferred method for describing a process is to identify it with a generic name, show the workflow with a Process Map and describe its purpose with an operational description. – The first activity of the Measure Phase is to adequately describe the process under investigation. Start Step A Step B Step C Step D Finish  INFORMATION FROM PROCESS MAPPING By mapping processes, we can identify many important characteristics and develop information for other analytical tools: 1. Process inputs (X’s) 2. Supplier requirements 3. Process outputs (Y’s) 4. Actual customer needs 5. All value-added and non-value added process tasks and steps 6. Data collection points Cycle times Defects Inventory levels Cost of poor quality, etc. 7. Decision points 8. Problems that have immediate fixes 9. Process control needs  PROCESS MAPPING There are usually three views of a process: 1 2 3 What you THINK it is.. What it ACTUALLY is.. What it SHOULD be..  STANDARD PROCESS MAPPING SYMBOLS Standard symbols for process mapping (available in Microsoft Office™, Visio™, iGrafx™ , SigmaFlow™ and other products): A RECTANGLE indicates A PARALLELAGRAM an activity. Statements shows that there are within the rectangle data should begin with a verb A DIAMOND signifies a decision An ELLIPSE shows the point. Only two paths emerge start and end of the from a decision point: No and process Yes An ARROW shows the A CIRCLE WITH A LETTER 1 OR NUMBER INSIDE connection and symbolizes the direction of flow continuation of a flowchart to another page  PROCESS MAPPING LEVELS Level 1 – The Macro Process Map, sometimes called a Management level or viewpoint. Calls Pizza Custome Take Make Cook Box Deliver Customer for Corr r Hungry Order Pizza Pizza Pizza Pizza Eats Order ect Level 2 – The Process Map, sometimes called the Worker level or viewpoint. This example is from the perspective of the pizza chef Pizza Dough No Take Order Add Place in Observe Check Yes Remove from Cashier Ingredients Oven Frequently if Done from Oven 1 Start New Pizza Scrap No Tape Pizza Place in Put on 1 Correct Box Order on Delivery Rack Yes Box Level 3 – The Micro Process Map, sometimes called the Improvement level or viewpoint. Similar to a level 2, it will show more steps and tasks and on it will be various performance data; yields, cycle time, value and non value added time, defects, etc.  TYPES OF PROCESS MAPS The Linear Flow Process Map As the name states, this diagram shows the process steps in a sequential flow, generally ordered from an upper left corner of the map towards the right side. Calls Customer Take Make Cook Pizza Box Deliver Customer for Hungry Order Pizza Pizza Correct Pizza Pizza Eats Order The Deployment-Flow or Swim Lane Process Map Customer Customer Calls for Customer Cashier Hungry Order Eats Take Order Pizza Box Cook Make Cook Pizza Pizza Correct Pizza Deliverer Deliver Pizza The value of the Swim Lane map is that is shows you who or which department is responsible for the steps in a process. This can provide powerful insights in the way a process performs. A timeline can be added to show how long it takes each group to perform their work. Also each time work moves across a swim lane, there is a “Supplier – Customer” interaction. This is usually where bottlenecks and queues form.  PROCESS MAPS – EXAMPLES FOR DIFFERENT PROCESSES Linear LinearProcess ProcessMap Mapfor forDoor DoorManufacturing Manufacturing Begin Prep doors Inspect Pre-cleaning A Begin Prep doors Inspect Pre-cleaning A Return Return for for rework rework Mark for door Install into Inspect Mark for door A Installjig work into Light sanding Inspect finish handle B A work jig Light sanding finish handle drilling B drilling Rework Rework S u p p l Pi e rr o c u r e mT oe pn tM g Ft /i n a n c e I. T. B u s i n e s s Swim Lane Process Map for Capital Equip S u p p l Pi e rr o c u r e mT oe pn tM g Ft /i n a n c e I. T. B u s i n e s s Swim Lane Process Map for Capital Equip U n it Prepare paperwork Review & U n it Prepare De-burr and Apply part Move Define to (CAAR & approve Receive & B Drill holes De-burr and smooth hole Apply part number Needs Move Define finishing to C paperwork installation (CAAR & Review & CAAR approve use Receive & B Drill holes smooth hole number Needs finishing C request) installation request) CAAR use Review & Configure approve Review & & install Configure standard approve & install standard Scratch Final Apply stain C Scratch Final Inspect Apply stain Inspect End C repair cleaning Inspect and dry Inspect End Review & repair cleaning and dry approve Issue C o rp o ra te Review & payment CAAR Issue approve C o rp o ra te payment CAAR Review & approve Review & Scrap CAAR approve Scrap CAAR Acquire equipment Acquire equipment Supplier Supplier Ships Supplier Paid Supplier Ships Paid 21 days 6 days 15 days 5 days 17 days 7 days 71 days 50 days 21 days 6 days 15 days 5 days 17 days 7 days 71 days 50 days  TYPES OF PROCESS MAPS The SIPOC “Supplier – Input – Process – Output – Customer” Process Map Suppliers Inputs Process Outputs Customers Requirements r ATT Phones r Pizza type r See Below r Price r Cook r Complete call < 3 min r Office Depot r Size r Order confirmation r Accounting r Order to Cook < 1 minute r TI Calculators r Quantity r Bake order r Complete bake order r NEC Cash Register r Extra Toppings r Data on cycle time r Correct bake order r Special orders r Order rate data r Correct address r Drink types & quantities r Order transaction r Correct Price r Other products r Delivery info r Phone number r Address r Name r Time, day and date r Volume Level 1 Process Map for Customer Order Process Answe Confir Call for Write Sets Address Order to r m Cook an Order Order Price & Phone Phone Order The SIPOC diagram is especially useful after you have been able to construct either a Level 1 or Level 2 Map because it facilitates your gathering of other pertinent data that is affecting the process in a systematic way.  PROCESS MAPPING EXERCISE – GOING TO WORK The purpose of this exercise is to develop a Level 1 Macro, Linear Process Flow Map and then convert this map to a Swim Lane Map. Read the following background for the exercise: You have been concerned about your ability to arrive at work on time and also the amount of time it takes from the time your alarm goes off until you arrive at work. To help you better understand both the variation in arrival times and the total time, you decide to create a Level 1 Macro Process Map. For purposes of this exercise, the start is when your alarm goes off the first time and the end is when you arrive at your work station. Task 1 – Mentally think about the various tasks and activities that you routinely do from the defined start to the end points of the exercise. Task 2 – Using a pencil and paper create a Linear Process Map at the macro level, but with enough detail that you can see all the major steps of your process. Task 3 – From the Linear Process Map, create a swim lane style Process Map. For the lanes you may use the different phases of your process, such as the wake up phase, getting prepared, driving, etc. A PROCESS MAP OF PROCESS MAPPING Select the Create the Create a Level process Level 2 PFM 3 PFM Determine Add approach to map the Perform SIPOC Performance process data Complete Level Identify all X’s Identify 1 PFM worksheet and Y’s VA/NVA steps Identify Create Level 1 customer PFM requirements Define the Identify scope for the supplier Level 2 PFM requirements  PROCESS MAPPING APPROACH Select the Using the Individual Approach process 1. Start with the Level 1 Macro Process Map. 2. Meet with process owner(s) / manager(s). Determin Create a Level 1 Map and obtain approval to e approach interview process members. to map 3. Starting with the beginning of the process, the process pretend you are the product or service Complete flowing through the process, interview to Level 1 gather information. PFM 4. As the interview progress, assemble the data workshee t into a Level 2 PFM. 5. Verify the accuracy of the Level 2 PFM with Create the individuals who provided input. Level 1 6. Update the Level 2 PFM as needed. PFM Define the scope Using the Team Approach for the 1. Follow the Team Approach to Process Level 2 PFM Mapping  PROCESS MAPPING APPROACH Select the Using the Team Approach process 1. Start with the Level 1 Macro Process Map. 2. Meet with process owner(s) / manager(s). Determin Create a Level 1 Map and obtain approval to e approach call a process mapping meeting with process to map members (See team workshop instructions the for details on running the meeting). process Complete 3. Bring key members of the process into the Level 1 process flow workshop. If the process is large PFM in scope, hold individual workshops for each workshee t subsection of the total process. Start with the beginning steps. Organize meeting to use Create the “post-it note approach to gather Level 1 individual tasks and activities, based on the PFM macro map, that comprise the process. 4. Immediately assemble the information that Define has been provided into a Process Map. the scope 5. Verify the PFM by discussing it with process for the Level 2 owners and by observing the actual process PFM from beginning to end.  PROCESS MAPPING APPROACH Select the The Team Process Mapping Workshop process 1. Add to and agree on Macro Process Map. 2. Using 8.5 X 11 paper for each macro process Determine step, tape the process to the wall in a linear approach to style. map the 3. Process Members then list all known process process tasks that they do on a post-it note, one process task per note. Complete Include the actual time spent to perform Level 1 PFM worksheet each activity, do not include any wait time or queue time. List any known performance data that describe the quality of the task. Create Level 1 PFM 4. Place the post-it notes on the wall under the appropriate macro step in the order of the work flow. 5. Review process with whole group, add Define the scope for additional information and close meeting. the Level 2 6. Immediately consolidate information into a PFM Level 2 Process Map. 7. You will still have to verify the map by STEPS IN GENERATING A LEVEL 1 PFM Select the Creating a Level 1 PFM process 1. Identify a generic name for the process: For instance: “Customer Order Process” Determin e 2. Identify the beginning and ending steps of the approach process: to map Beginning - customer calls in. Ending – baked pizza the process given to operations Complete 3. Describe the primary purpose and objective of the Level 1 process (operational definition): PFM The purpose of the process is to obtain telephone orders workshee t for pizzas, sell additional products if possible, let the customer know the price and approximate delivery time, provide an accurate cook order, log the time and Create immediately give it to the pizza cooker. Level 1 PFM 4. Mentally “walk” through the major steps of the process and write them down: Receive the order via phone call from the customer, Define the scope calculate the price, create a build order and provide the for the order to operations Level 2 5. Use standard flowcharting symbols to order and to PFM illustrate the flow of the major process steps.  EXERCISE – GENERATE A LEVEL 1 PFM Select the The purpose of this exercise is to develop a Level 1 Linear Process Flow Map process for the key process you have selected as your workplace assignment. Read the following background for the exercise: You will use your Determin selected key process for this exercise (if more than one person in the class e approach is part of the same process you may do it as a small group). You may not to map have all the pertinent detail to correctly put together the Process Map, that the process is ok, do the best you can. This will give you a starting template when you Complete go back to do your project. In this exercise you may use the Level 1 PFM Level 1 worksheet on the next page as an example. PFM workshee t Task 1 – Identify a generic name for the process. Task 2 - Identify the beginning and ending steps of the process. Create Level 1 Task 3 - Describe the primary purpose and objective of the process PFM (operational definition). Task 4 - Mentally “walk” through the major steps of the process and write Define them down. the scope Task 5 - Use standard flowcharting symbols to order and to illustrate the for the Level 2 flow of the major process steps. PFM  EXERCISE – GENERATE A LEVEL 1 PFM 1. Identify a generic name for the process: 2. Identify the beginning and ending steps of the process: 3. Describe the primary purpose and objective of the process (operational definition): 4. Mentally “walk” through the major steps of the process and write them down: 5. Use standard flowcharting symbols to order and to illustrate the flow of the major process steps on a separate sheet of paper. EXAMPLE TEMPLATE FOR GENERATING A LEVEL 1 PFM 1. Identify a generic name for the process: (I.E. customer order process). Identify the beginning and ending steps of the process: (beginning - customer calls in, ending – pizza order given to the chef). Describe the primary purpose and objective of the process (operational definition): (The purpose of the process is to obtain telephone orders for Pizzas, sell additional products if possible, let the customer know the price and approximate delivery time, provide an accurate cook order, log the time and immediately give it to the pizza cooker). Mentally “walk” through the major steps of the process and write them down: (Receive the order via phone call from the customer, calculate the price, create a build order and provide the order to the chef). Use standard flowcharting symbols to order and to illustrate the flow of the major process steps on a separate sheet of paper.  DEFINING THE SCOPE OF LEVEL 2 PFM Select the Customer Calls for Take Make Cook Box Deliver Customer process Hungry Order Order Pizza Pizza Pizza Pizza Eats Customer Order Process Determin e Pizza approach Dough to map No the process Take Order Add Place in Observe Check Yes Remove from Cashier Ingredients Oven Frequently if Done from Oven 1 Complete Level 1 PFM Start New Pizza workshee t Scrap No Create 1 Pizza Place in Tape Order on Put on Delivery Rack Correct Box Level 1 Yes Box PFM The rules for determining the Level 2 Process Map scope: From your Macro Process Map, select the area which represents your problem. Define Map this area at a Level 2. the scope for the Start and end at natural starting and stopping points for a process, in other words you have the Level 2 complete associated process. PFM DEFINING THE SCOPE OF LEVEL 2 PFM Create the Level 2 PFM Pizza Dough No Perform Place in Check Yes Take Order Add Observe Remove SIPOC from Cashier Ingredients Oven Frequently if Done from Oven 1 Start New Pizza Identify all X’s and Y’s Scrap No Identify Pizza Place in Tape Put on customer 1 Correct Box Order on Delivery Rack Yes Box requirement s Identify supplier requirement s  BUILDING A SIPOC Create the SIPOC diagram for customer-order process: Level 2 PFM Suppliers Inputs Process Outputs Customers Requirements r r Pizza type r See Below r Price r Cook r Complete call < 3 min ATT Phones r Size r Order confirmation r Accounting r Order to Cook < 1 minute r Office Depot r Quantity r Bake order r Complete bake order r TI Calculators Perform r Extra Toppings r Data on cycle time r Correct bake order r NEC Cash Register SIPOC r Special orders r Order rate data r Correct address r Drink types & quantities r Order transaction r Correct Price r Other products r Delivery info r Phone number r Address r Identify all Name r Time, day and date X’s and Y’s r Volume Identify customer requirement s Customer Order: Level 1 process flow Identify Answe diagram Confir Call for Write Sets Address Order to supplier an Order r Order m Price & Phone Cook requirement Phone Order s  IDENTIFYING CUSTOMER REQUIREMENTS Create the Level 2 PFM Process Name Operational PROCESS OUTPUT Definition IDENTIFICATION AND ANALYSIS 1 3 4 5 6 7 8 9 10 11 12 13 Output Data Requirements Data Measurement Data Value Data General Data/Information Customer (Name) Metric Measurement VA Perform System (How is it Frequency of or Process Output - Name (Y) Internal External Metric LSL Target USL Measured) Measurement Performance Level Data NVA Comments SIPOC Identify all X’s and Y’s Identify customer requirement s Identify supplier requirement s  IDENTIFYING SUPPLIER REQUIREMENTS Create the Level 2 PFM Process Name Operational PROCESS INPUT Definition IDENTIFICATION AND ANALYSIS 1 2 3 4 5 6 7 8 9 10 11 12 Input Data Requirements Data Measurement Data Value Data General Data/Information Supplier (Name) Metric Measurement NV Perform Controlled (C) System (How is it Frequency of Performance or SIPOC Process Input- Name (X) Noise (N) Internal External Metric LSL Target USL Measured) Measurement Level Data NVA Comments Identify all X’s and Y’s Identify customer requirement s Identify supplier requirement s  CONTROLLABLE VS. NOISE INPUTS Screens in Place Procedural Oven Clean “Make Pizza” Inputs Ingredients prepared Process Oven Temp Controllable Key Process Bake Time Ingredients Inputs Process Outputs Recipe Correct Ingredients Properly Cooked Room Temp Pizza Size Hot Pizza >140 deg Moisture Content Ingredient Types/Mixes Ingredient Variation Noise Inputs Volume Every input can be either: Controllable (C) - Inputs can be adjusted or controlled while the process is running (e.g., speed, feed rate, temperature, and pressure) Procedural (P) - Inputs can be adjusted or controlled while the process is running (e.g., speed, feed rate, temperature, and pressure) Noise (N) - Things we don’t think we can control, we are unaware of or see, too expensive or too difficult to control (e.g., ambient temperature, humidity, individual)  EXERCISE – SUPPLIER REQUIREMENTS Create the The purpose of this exercise is to identify the requirements for the suppliers Level 2 PFM to the key process you have selected as your workplace assignment. Read the following background for the exercise: You will use your Perform SIPOC selected key process for this exercise (if more than one person in the class is part of the same process you may do it as a small group). You may not have all the pertinent detail to correctly identify all supplier requirements, Identify all that is ok, do the best you can. This will give you a starting template when X’s and Y’s you go back to do your workplace assignment. Use the process input identification and analysis form for this exercise. Identify customer Task 1 – Identify a generic name for the process. requirement Task 2 - Write an operational description for the process s Task 3 - Complete the remainder of the form except the Value –Non value added column. Identify supplier Task 4 - Report out to the class when called upon, requirement s THE LEVEL 3 PROCESS FLOW DIAGRAM Pizza Dough No Take Order Add Place in Observe Check Yes Remove from Cashier Ingredients Oven Frequently if Done from Oven 1 Start New Pizza Scrap No Tape Pizza Place in Put on 1 Correct Box Order on Delivery Rack Yes Box Process Name Step Name/Number Process Name Step Name/Number PROCESS STEP PROCESS STEP OUTPUT IDENTIFICATION AND ANALYSIS INPUT IDENTIFICATION AND ANALYSIS 1 3 4 5 6 7 8 9 10 11 12 13 1 2 3 4 5 6 7 8 9 10 11 12 13 Output Data Requirements Data Measurement Data Value Data General Data/Information Input Data Requirements Data Measurement Data Value Data General Data/Information Customer (Name) Metric Measurement VA Supplier (Name) Metric Measurement VA System (How is it Frequency of or Controlled (C) System (How is it Frequency of Performance or Process Output - Name (Y) Internal External Metric LSL Target USL Measured) Measurement Performance Level Data NVA Comments Process Input- Name (X) Noise (N) Internal External Metric LSL Target USL Measured) Measurement Level Data NVA Comments PROCESS INPUTS (X’S) AND OUTPUTS (Y’S) Process Name Step Name/Number PROCESS STEP INPUT IDENTIFICATION AND ANALYSIS 1 2 3 4 5 6 7 8 9 10 11 12 13 Create a Input Data Supplier (Name) Requirements Data Metric Measurement Measurement Data Value Data VA General Data/Information Level 3 PFM Process Input- Name (X) Controlled (C) Noise (N) Internal External Metric LSL Target USL System (How is it Frequency of Performance Measured) Measurement Level Data or NVA Comments Add Performanc e data Identify VA/NVA steps Process Name Step Name/Number PROCESS STEP OUTPUT IDENTIFICATION AND ANALYSIS 1 3 4 5 6 7 8 9 10 11 12 13 Output Data Requirements Data Measurement Data Value Data General Data/Information Customer (Name) Metric Measurement VA System (How is it Frequency of or Process Output - Name (Y) Internal External Metric LSL Target USL Measured) Measurement Performance Level Data NVA Comments PROCESS INPUTS (X’S) AND OUTPUTS (Y’S) C /N Requirements or Specs. Inputs Process (Xs) N/C 7”, 12”, 16” Size of Pizza Y’s N/C 12 meats, 2 veggies, 3 cheese Toppings N N/A Name N Within 10 miles Address Order All fields N Within area code Phone Take Order complete N 11 AM to 1 AM Time N 5 X 52 Day N MM/DD,YY Date C All fields complete Order Size C Per Spec Sheets Ingredients Raw S.O.P Per Rev 7.0 Recipe Make Pizza Weight Pizza Ingredient C As per recipe chart 3-1 in Oz. Amounts s correct C All fields complete Order C Ingredients per order Raw Pizza C 350F +/- 5F Oven Temp Cook Pizza >140F C Time Cooked Ingredients 10 Min Pizza N 60 per hour max Volume correct No burns  IDENTIFYING WASTE Writes Add to Rewrite A NV time on Order order scratch pad NVA No No Greetings Request Writes on Asks Call for an Answer and Confir Order phone mention order from scratch for m specials customer pad more? order Yes 1 2 A No NV Inform Thanks No Calculate Asks cook Order Gets customer Anothe 2 for time customer address & price of still & hangs r call 3 estimate price/time OK? phone # up waiting Yes A Yes Writes NV time on Create a scratch pad New Yes Level 3 Each process activity can be tested for its order? 1 PFM value-add contribution No A Completes order from NV Ask the following two questions to identify 3 from note Add pad Performan non-value added activity: A ce data Is the form, fit or function of the work Give order to OK Verify NV Cook with notes item changed as a result of this activity? Not Identify Is the customer willing to pay for this OK VA/NVA activity? A NV Rewrite Order steps  TYPES OF PROCESS MAPS The Value Stream Map The Value Stream Map is a very powerful technique to understand the velocity of process transactions, queue levels and value added ratios in both manufacturing and non- manufacturing processes.  33 THANK FOR YOUR ATTENTION!!! YOU