Flowchart Template - DOC

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					                                                                                  Process Flowchart Template


                                             Process Name                                                                                         Process Name
   Process Owner:                                                                                     Process Owner:
   Enterprise Balance Scorecard Objective:                                                            Enterprise Balance Scorecard Objective:


                           Flowchart Type: Swimlane Flowchart                                                                                  Flowchart Type: Linear Flowchart


    Group or                    Activity 1
    Person 1
                                         M1

                Entity                                                                                                   Person or Group 1         Person or Group 2                            Person or Group 3

                                                                                                                             Activity 1                Activity 2          Decision?       No       Activity 3

                                                                                                           Entity                         M1                                                                     M2
                                Activity 2                           Activity 3
                                                                                                                                                                             Yes
    Group or                                     Decision?     No
    Person 2                                                                  M2
                                                                                                                                                                       Person or Group 4        Person or Group 5
                                                    Yes
                                                                                                                                                                           Activity 4               Activity 5

                                                  Activity 4         Activity 5
    Group or
    Person 3

                                                                                                                                                                                                Person or Group 6

                                                                                                                                                                                                    Activity 6
                                                                     Activity 6
    Group or                                                                        End                                                                                                                          M3
    Person 4                                                                  M3

                                                                                                                                                                                                       End


  Created by: ______________                                                         Date: ________    Created by: ______________                                                               Date: ________




                                 Performance Measures                                                                                              Performance Measures

Metrics        Name of Measurement                      Responsible Person          Frequency            Metrics            Name of Measurement                        Responsible Person               Frequency
  M1                                                                                                       M1
  M2                                                                                                       M2
  M3                                                                                                       M3
                             All about Process Flowchart                                                         Flowchart Symbols used in ProcessModel

What is a flowchart?
A flowchart is a diagram that uses graphic symbols to depict the actual flow or sequence                        Entity – The item being processed. Always start at the beginning
of events in a process that any product or service follows.                                                     of the process

What are the types of flowcharts?
       Swimlane Flowchart                                                                                      Activity Box – Represents an individual step or activity in the
            o A swimlane flowchart shows the actual process flow and identifies the                             process
                people or groups involved at each step. The type of chart shows where
                the people or groups fit into the process sequence, and how they relate
                to one another throughout the process. Horizontal lines define input-                           Decision Box – Shows a decision point, such as yes/no or go/no-
                output relationships between the two groups.                                                    go. Each path emerging from the diamond must be labeled with
                                                                                                                one of the possible answers
        Linear Flowchart
             o A linear flowchart is a diagram that displays the sequence of work steps                         Connector – Connects one activity to the other activity
                 that make up a process.
What does it do?
                                                                                                 End            End of Process – Shows the ending point of the process
      Shows unexpected complexity, problem areas, redundancy, unnecessary loops,
       and where simplification and standardization may be possible
      Compares and contrasts the actual versus the ideal flow of a process to identify
       improvement opportunities                                                                    Example of Performance Measures in Process Improvement
      Allows a team to come to agreement on the steps of the process and to examine             Indicators                           Definition                                         Examples
       which activities may impact the process performance                                          Input         Value of resources used to produce an output.          - Staff hours used to produce an output
      Identifies locations where additional data can be collected and investigated
                                                                                                                                                                   - Number of plans reviewed
      Serves as a training aid to understand the complete process                                                                                                 - Number of cases processed
                                                                                                                  Quantity or number of unit produced. Outputs are - Number of work orders completed
How do we get started?                                                                             Output         activity-oriented, measurable, and usually under
                                                                                                                                                                   - Number of incidents responded to
   1. Identify the right people to develop the chart                                                              managerial control.
                                                                                                                                                                   - Number of total park acres maintained
   2. Determine what you expect to get from the flowchart                                                                                                                - Circulation per capita
   3. Determine the frame or boundaries of the process                                                            Cost per unit of output (or outputs per input).
          Clearly define where the process under study starts (input) and ends (final                            Efficiency measures calculate performance in           - Employee hours per review
           output).                                                                              Efficiency
                                                                                                                  terms of service provided per dollar spent, units of   - Number of cases processed per staff
          Team members should agree to the level of detail they must show on the                                 service provided per FTE staff member, units of        - Cost per incident
                                                                                                                  service provided per unit of time, or other similar    - Cost per pot hole repaired
           flowchart to clearly understand the process and identify problem areas.                                terms.
          The flowchart can be a simple macro-flowchart showing only sufficient                                                                                         - % of customers satisfaction
           information to understand the general process flow or it might be detailed to                                                                                 - % of process completed within
           show every finite action and decision point. The team might start out with a                                                                                  established time frame
           macro-flowchart and then add in detail later or only where it is needed.                               Degree to which customers are satisfied with a
                                                                                                                                                                         - Total cycle time of the process
                                                                                                   Quality        program, or how accurately or timely a service is
   4. Determine the steps in the process                                                                          provided.                                              - % of rework for an activity
          Brainstorm the main activities and decisions in the process. Write these                                                                                      - Error rate per employee
           down, possibly on post-it notes for ease of moving around.                                                                                                    - % of deficiencies corrected within
   5. Arrange the activities and decisions in the order in which they occur                                                                                              specified timeframe
   6. Draw the flowchart using ProcessModel Software                                                              Degree to which pre-determined goals and
                                                                                                                                                                         - Percentage of fire deaths per 100,000
                                                                                                                                                                         population
                                                                                                Effectiveness     objectives for a particular activity or program are
Pitfalls to avoid                                                                                                 achieved.
                                                                                                                                                                         - Percentage of program participants who
         Do not make it overly complicated; do not over analyzed                                                                                                        get a job after leaving the program

         Map all of the details, but lose track of the big picture (details can be addressed                     Qualitative consequences associated with a
                                                                                                                  program/service, i.e. the ultimate benefit to the
                                                                                                                                                                         - Reduction in fire deaths/injuries
          in a process procedure)                                                                 Outcome         customer. External forces can sometimes limit
                                                                                                                                                                         - Percentage of program participants who
         Focus too internally rather on the customer                                                             managerial control. Outcome focuses on the
                                                                                                                                                                         remain employed for a specified time and
                                                                                                                                                                         increase their earnings
         Forget to discuss timeframes, metrics, value provided by activities                                     ultimate "why" of providing a service.

				
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