Essentials of Process Mapping

Understanding How Work Happens

Your Instructor: Bob Boehringer

VP: Process Management Orion Development Group RDB@odgroup.com 203 952-6495 cell 800 510-2117 land
Copyright 2011 Orion Development Group. rev2.0 09/11

Moderated by: Donna VanRooy, Director, Professional Development Baldwin-Wallace College Professional Development is an extension of the Business Division, partnering with leaders to support learning and performance. www.bw.edu/cpd

Leading provider of training solutions

40+ public courses each year Project Management Leadership - Business Analysis - Process Improvement & Innovation 100+ days custom training each year Providing right information at the right time to improve performance

Upcoming Webinars

Ignite Creative Thinking Skills October 5, 2011, 12pm EST

Project Management Maturity 101 November 4, 12pm EST

bw.edu/cpd

Upcoming Courses

Lean Six Sigma Yellow Belt September 20-21, 2011

Process Mapping and Modeling September 29-30, 2011

Your Screen

Control panel

Viewer window

Webinar Functionality

Open and close your Panel View, Select, and Test your audio Submit text questions, respond to questions from the presenter Raise your hand

Q&A addressed at the end of todays session

Essentials of Process Mapping

Understanding How Work Happens

Your Instructor: Bob Boehringer

VP: Process Management Orion Development Group RDB@odgroup.com 203 952-6495 cell 800 510-2117 land
Copyright 2011 Orion Development Group. rev2.0 09/11

Managing Processes for Operational Excellence

Either you manage the process or it manages you.

You do have a choice! 2

Managing Processes for Operational Excellence

Question: How would you rate your proficiency with Process Mapping Tools and Techniques?
5 Grand master: Should be teaching the webinar 4 Experienced: Conducted mapping sessions 3 Intermediate: Participated in mapping exercises 2 Novice: Have attended training, but . 1 Clueless: Someone else signed me up

2a

Do you ever find yourself side stepping issues

2b

Just doing what you are told to do?

2c

Cutting corners to make things work?

2d

Traditional Management: Stop Gap

Inputs Processes Outputs

Gap?

?
Feedback

Gap Closed?

Organization is unconcerned with process until result is bad Organization encourages putting out the flame

Process Mapping Defines The Box

Inputs Processes Outputs

!
Failure:

Gap

1% 5% 10%35% $$$

Where is the fuel that feeds the fire?

Process Mapping: The Toolkit

Primary Objective: Visually display what happens in a process
SYSTEM MAP
System Map
Objective:

TOP DOWN FLOW CHART

BLOCK/LOGIC DIAGRAM
Start
N

Feed Forward Loop Inputs Suppliers

Feed Forward Loop

Step 1
1a. First substep
Customer

Step 2
2a. First substep 2b. Second substep 2c. Third substep 2d. Fouth Substep 2e. Fifth Substep

Step 3
3a. First substep 3b. Second substep 3c. Third substep 3d. Fouth Substep 3e. Fifth Substep

Step 4
4a. First substep 4b. Second substep 4c. Third substep 4d. Fouth Substep 4e. Fifth Substep

End

Output

1b. Second substep 1c. Third substep

Supplier Gap Analysis

Feed Back Loop

Feed Back Loop

Customer Gap Analysis

1d. Fouth Substep 1e. Fifth Substep

End

ACTIVITY CHART
Flow Process Chart
Process: ________________ Inputs: __________ __________ __________ __________
Step Activity Description

WORKFLOW DIAGRAM

CROSS-FUNCTIONAL FLOWCHART
Supplier

Date: _______

Completed By: ____________

Ope ratio n

ort

ectio

Start

or k Sto rage

Tran

Insp

Rew

Output: __________

Elap Tim se e

Del ay

sp

Dept 1

Dept 2

Dept 3

Dept 4

Customer

End

Operation - when something is being changed, added to or created. Transportation - when a person or material moves. Inspection - when something is checked or verified, but not changed. Delay - when an object is interrupted in its flow.

Totals:

Steps: Time:

Rework - an operation or activity that must be done over again. Adds costs, not value. Storage - when an object remains in one place for waiting for action to be taken.

Process Mapping: What chart type?

Three Questions To Answer . . . When Selecting Chart Format: 1. Audience 2. Intent: D.R.I.V.E. 3. Gap

Process Mapping: What is your intent?

1. Diagnose what is wrong 2. Regulatory compliance 3. Improve existing process performance 4. Value / cost analysis 5. Education / training documentation

Process Mapping: What is your intent?

Question: Are you planning on . . . 1. Diagnose what is wrong 2. Regulatory compliance 3. Improve existing process performance 4. Value / cost analysis 5. Education / training documentation

7a

Process Mapping: What chart type?

Three Questions To Answer . . . When Selecting Chart Format: 1. Audience 2. Intent 3. Gap
Too Expensive: Too Slow: Handoff Issues: Show me the money ID Bottlenecks ID Who is doing what

Inside The Black Box

What We Think Happens...

What Really Happens

What it Could Be...

Some Process Charting Symbols

Start/Stop

Flowline

Operation

Sub-Process

Decision

A B

Connector on page Connector off page

Don't get lost in the nomenclature . . . Select, educate and use whatever works best.

10

Top-Down Flow Chart

Objective Provides a macro account of the primary or event driven process steps Provides a detailed decomposition of process sub-steps

Macro Step #1

Macro Step #2

Macro Step #3

Macro Step #4

Macro Step #5

a. Activity 1 b. Activity 2 c. Activity 3 d. Activity 4

a. Activity 1 b. Activity 2 c. Activity 3

a. Activity 1 b. Activity 2 c. Activity 3 d. Activity 4 e. Activity 5 f. Activity 6

a. Activity 1 b. Activity 2 c. Activity 3 d. Activity 4

a. Activity 1 b. Activity 2

11

Building the Top Down Flowchart

Process Name: Vendor Selection Process
Step 1: Prepare Bid Package Step 2: Send out Bid Package Step 3: Follow up w/Potential Vendors Step 4: Select a Preferred Vendor Step 5: Terms Negotiated

a. Get specs b. Develop list of potential vendors c. Prescreen vendors for credit rating and past performance d. Call vendors to assess interest

a. Fill out bid comparison matrix b. Send out bid requests via registered mail

a. Contact vendors that have not responded b. Call vendors to discuss bids c. Complete bid comparison matrix

a. Review vendor data w/operations to validate selection b. Contact vendors with bid results

a. Negotiate pricing, quantities, delivery and terms b. Send to Legal Dept. for final approval c. Notify A/P of vendor info and terms

Procedure: 1st: Define your starting and stopping points. 2nd: Define the milestones (the whats) 3rd: Complete your drill down (the hows)

12

Example: Private Pilots Checklist

1.0StartingEngines
1.Masterswitch on. 2.Gearlights checkgreen. 3.Fuelquantity checkgauge. 4.Cowlflaps open. 5.Trimtabs set. 6.Throttles open1/2inch. 7.Propellercontrols forward. 8.Mixtures rich. 9.Electricfuelpumps on. 10.Mixtures idlecutoff. 11.Magnetoswitches on. 12.Propellers clear. 13.Starters engage. 14.Mixtures advance. 15.Oil,fuelpressure check.

2.0WarmUp
1.Parkingbrake on. 2.Enginerunup:
a)Mixturecontrolsforward. b)Propellercontrols forward. c)Throttlecontrols forward(1500rpm). d)Propellercontrols exercise. e)Throttlecontrols forward(2200rpm). f)Magnetos check.

3.0TakeOffandClimb
1.Parkingbrake off. 2.Mixtures forward. 3.Propellers forward. 4.Throttles forward. 5.Accelerateto 90MPH(priortoclimb). 6.Landinggearretract. 7.Accelerateto 112MPH. 8.Flaps retracted. 9.Climbpower set(atapprox.400AGL). 10.Cowlflaps set.

3.Enginegauges checkgreen. 4.Lights(asrequired) on. 5.Pitotheat(asrequired) on. 6.Transponder standby. 7.Flaps set. 8.Gyropressure 4.8to5.1in.Hg. 9.DirectionalGyro set. 10.Turn&Bankindicator operating. 11.Altimeter set. 12.Clock wind&set. 13.Generators on. 14.Electricfuelpumps on. 15.Door locked.

Questions: 1. For whom is this chart intended? 2. What are the limitations of this chart?

13

Exercise: Top-Down Flowchart

Process Name: Your Morning Ritual
Wake Up 2.0 ??? 3.0 ???

???

4.0 ???

5.0 ???

Arrive at work

Just do the milestones first, dont worry about the drill down!

14

Bobs Morning Ritual

Process Name: My Morning Ritual
1.0 Wake Up 2.0 Wash Up 3.0 Get Dressed 4.0 Travel 5.0 Arrive At Work

1.1 Hit snooze alarm 1.2 Open one eyelid 1.3 Get up 1.4 Stumble to bathroom 1.5 Start shower 1.6 Let warm up 1.7 Get into shower

2.1 Rinse body 2.2 Wash hair 2.3 Wash Body 2.4 Shave face 2.5 Finish shower 2.6 Dry off

3.1 Hang up towel 3.2 Put on clothes 3.3 Put on shoes 3.4 Check mirror 3.5 Kiss wife gbye

4.1 Make travel cup 4.2 Leave house 4.3 Get into car 4.4 Drive to work 4.5 Park car

5.1 Walk to desk 5.2 Drop off bag 5.3 Make cup of tea 5.4 Check email

KEY LEARNING:
2.7 Brush teeth 2.8 Do hair

Dont have too many steps at the highest level combine so that there are maybe 5 to 8 steps at the top. One benefit of Top-Down Flow Chart is the hierarchical view of process steps and ability to see a big picture.

15

# of Process Milestones
Question: How many milestones do you have in your morning ritual?
Note: Please include your starting and stopping steps?

1. 4 steps 2. 5 steps 3. 6 steps 4. 7 steps 5. > 7 steps 16

# of Process Milestones

10 9 8 7 6 5 4 3 2 1

X X XXX XXXXX XXX XXXXX X

Why the difference? 1. Process 2. Detail

16

What is the right level of detail?

If you are doing it Diagnostics? * To ID root cause If you are doing it Compliance? * To satisfy regulators needs If you are doing it Training? * To ensure process participants can create consistent outcomes

17

Cross-Functional Flowchart
Objective Provide a cross-functional account of process steps and/or actions taken over time
Supplier End

Double the chance

Dept. 1 Start

Dept. 2

Dept. 3

Customer

End

Two Types of Handoff Failures:

1. Communication 2. Prioritization

18

Example: Cross-Functional Flowchart

Milestone Phases

Ohio

Outside vs. Inside Span of Control

Different Locations

Idaho

New York

19

Example: Adding Gateway Documents

Process Name: New Product Development Process Milestones

Key Decisions

Gateway Documents

20

Adding Data storage and Timeframes

Process Name: Accounts Payable

Milestones

21

Example: Gravity Flow

Process Name: Payroll Process Players

Elapse Time Column

Connectors

22

Example: Excessive Use of Connectors

XYZ Corporation Overview
Data Flow Diagram (DFD)
A Vendor Direct Drop Shipment Request for Goods Purchased/ Transfered C

Vendor File

1.0 Identify Product

Management Directives

Product Identify

Plant Item Master File

F

9.0 Process Request for Material

Approved Material Request

11.0 Match Invoice

Invoice

Vendor

10.0 Purchase Items

Item Receipt

Matched Invoice Payment

Demand

2.0 Forecast Demand

Production Components Components B

Inventory Item

13.0 Pay Invoice

5.0 Create B-O-M Product Specs

7.0 Schedule & Control Production

12.0 Control Inventory

Demand D

Paid Invoice

Inventory Planning Master

Firm BTO

Production B

B-O-M
Prod Sched Payment

17.0 Product Costing

16.0 General Accounting

BTS

6.0 Plan The Manufacturing Scheudule

18.0 Collect Shop Floor Data

Inventory Activity File

E

Customer Payment

4.0 Plan Parts & Components Replenishment

Request For Goods Purchased/ Transfered

3.0 Plan Capacity Customer Order Master File

A

Customer Direct

8.0 Ship Products

Sales Order

Shipment

15.0 Manage Customer 19.0 Support Product

Sales Payment Monthly Statement

Inventory Planning Master File Pricing File

Firm Order

Parts Standards/ Status

Order F

Configurator

14.0 Process Orders

Ship Dates

Customer Order Master File Customer (Dealer)

Shipped Finished Goods Order & Confirm Customer Request or RFP

23

Example: Responsibility Chart

Observations:
1. Enhances value of Top Down Flowchart to include: who is involved and in what capacity: = Responsible for transaction = Involved with transaction 2. Can be expanded into a RACI: Responsible, Accountable, Consulted & Informed diagram 3. Can add Top-Down Flow Chart or time/cost information under Block Diagram 4. Shows when no one or too many are in charge yielding a leadership vacuum

24

When to Use Each Chart

Chart Type: 1. Top Down Flow Chart
Step 1
1a. First substep 1b. Second substep 1c. Third substep 1d. Fouth Substep 1e. Fifth Substep

Why Use This Tool: * Macro overview of process events or milestones combined with detailed sub steps. * Quick reference checklist. * Use as a process training aid or Process Table of Contents. * Shows who does what. * Focuses on the handoffs. * Can show: human to database interfaces & database-to-database interactions.
End

Advantages: + Easy to create. + Good first chart to make. + Links System Map with more complex flowcharts. Serves as a bridging document. + Focuses solely on WHAT, not who + Shows: who, what, when. + Facilitates organizational cross- functional awareness. + Helps define handoff failures that result in operational deployment failures.

Watch Outs: Does not show: - Who does what when. - Activity processing or cycle time. - Non-valued added steps. - Process Logic or what if paths - If emotional baggage exists amongst the process participants, swim lane definition may surface turf issues. - Minimize use of logic branches to keep chart clutter to a minimum.

Step 2
2a. First substep 2b. Second substep 2c. Third substep 2d. Fouth Substep 2e. Fifth Substep

Step 3
3a. First substep 3b. Second substep 3c. Third substep 3d. Fouth Substep 3e. Fifth Substep

Step 4
4a. First substep 4b. Second substep 4c. Third substep 4d. Fouth Substep 4e. Fifth Substep

2. Cross Functional Flow Chart

Supplier

Start

Dept 1

Dept 2

Dept 3

Dept 4

Customer

25

Key Lessons
Key Questions To Answer Which chart should you use first? 9 Top-down flowchart or Systems Map Which is the best flowchart for Analysis? Orientation? Teaching? 9 It depends on the audience and the gap being investigated. 9 For supervisors, the cross-functional diagram for handoff gaps. 9 For orientation or teaching, Top Down, but others are good too. What is the appropriate level of detail? (How deep do you drill?) 9 Never deeper than you need to. 9 Cover 80% of the situations. 9 You can dig deeper later into selected sub-processes.

26

Charting Tips
Three questions to answer regarding chart format selection

9 Audience? Intent? Gap? Start with a Top Down Flowchart after completing your Systems Map. Do not assume your audience shares the same common sense Place a clear title block in upper corner and include it 9 Participant names, date, location remember the team Make the chart consumable

27

Resources
www.odgroup.com/resources.asp

Articles Downloads and Videos Links Questions: Bob Boehringer

RDB@ODGroup.com 203 952-6495 cell

28