Swimlane Mapping Training by HC12052123254

VIEWS: 76 PAGES: 42

									Office Process Mapping
       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
              Flow Chart
             No                  Yes        Mail         Stop
                   Resolved?

Get Mail                                 Wait for
                                        Due Date -5

                  Call Company
  Sort             To Resolve          Put in Envelope
                                       & Attach Stamp
                    No
                               Yes      Write Check
Open Bills          Correct?           & Due Date on
                                         Envelope
                            Spaghetti Map
Start
                                                                                         Desk

                                                                                        Table
                                                                                                                                 DeskDesk
  Desk       Desk                                                                         cart
                          Table                           Table
  Desk       Desk
                                                                                       11 10
                                                              6, 7, 8, 9 6, 7, 8, 9




                                                                                                        6, 7, 8, 9 6, 7, 8, 9
                                  6, 7, 8, 9 6, 7, 8, 9


                                                                                                                                            Table
             Table
    Desk                                                                                                                        Desk

        4a                                                                                                                                  Table
    4c           3   4b
         Table
                           1

                               2                          Table                        Table     Staging Area                                       12

                                                            Desk                      Desk
Swim Lane Mapping

 Three Elements
      Time
   People (job
   functions)
 Tasks/Process
Example of Swim Lane Map




                     Time
People
(job
functions)
Process
       Icons


Task           DECISION
                (Y or N)
           Icons


                   Storage / File
Wait / Delay
                     Icons



                Handoff


     Electronic,             Physical (e.g.
                             passing a paper
     phone, or fax
                             item back and
                             forth)
11
        Building a Swim Lane Map
 People /
 Departments

                          Enter Lanes

 Customer

Customer Service

   Sales

 Order Entry

 Accounting

  Supplier

  Shipping
        Building a Swim Lane Map

 Customer

Customer Service

   Sales           Enter
 Order Entry        the
 Accounting
                   Tasks
  Supplier

  Shipping
       Building a Swim Lane Map
  Customer Calls     Customer Service
  in order.          sends e-mail to Sales

                            Sales person is
 Customer                   assigned to order and
                            delivers paper copy of
Customer Service            order to Order Entry

   Sales                        An electronic order is
                                sent to the supplier.
 Order Entry

 Accounting Order is now
            entered into
  Supplier the company’s
            data base.
 Shipping
         Building a Swim Lane Map


 Employee

Expense Admin.

   Pat
Process of Data Collection

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


From the beginning    To the end
          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
      Characterize the Process

What forms, screens or programs does each
                step use?

      How long does each step take?
                        Wait


Check Date




             File Paperwork
             Hand-Off

     Passing
  transactional
tasks to another
 department or
     person
   Missing or Incomplete Information

A requested
option was
not included
on the order
form
             Duplication
Multiple copies or locations for physical
          or electronic forms

                           Order Entry


                           Shipping Department


                           Sales
              Data Transfer
Moving information from one place to another
             without changing it
                                 Sales Dept.
     Order Form




       Shop Floor
                    Accounting
Wait
       Waiting for
       someone to make
       a decision.
       Waiting for
       information to be
       placed in the
       inbox
                  Inspection


  Reviewing
employees’ work
  System Requirements = No Value

Entering information for the sole purpose of
     making the business system work.
Let’s Map This Process!
Let’s look at an example of a
       purchase order



Movie
 Work Order
       End of the Process
It took….
44 Process steps
5 People involved
8 Waits
1897’ of travel
Typically 2-4 weeks to complete
Let’s identify wastes that you saw in the movie

    Transportation
    Overproduction
    Motion
    Defects
    Waiting
    Inventory
    Processing
The Road to the Perfect Process
           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
       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
  Barriers to the perfect transaction
• Poor Information      • Poor information flow

• Missing information   •   Hand-offs
• Inaccurate            •   Waiting
  information           •   Organizational structure
• Assumptions           •   Information/Knowledge
                            silos
   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 don’t allow partial
  information (online hotel reservations)
 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
        Eliminating hand-offs
• Identify the value-added tasks and the
  people who perform them

• Relentlessly challenge why one person
  can’t 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)
           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
Now let’s look at the
  NEW process!
End of the NEW Process!
    9 Process steps
   1 Person involved
        0 Waits
      0’ of travel
26 minutes to complete
              Compare!
    Old Process             New Process
44 Process steps        9 Process steps
5 People involved       1 Person involved
8 Waits
                        0 Waits
1897’ of travel
2-4 weeks to complete   0’ of travel
                        26 minutes to complete

								
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