Process Mapping
2
Provide an overview of Process Mapping
Show a step-by-step example Demonstrate where Process Mapping
fits into the DMAIC Process Improvement Model
Show types & utilization of process mapping
Provide a Cookbook Perform a Process Mapping exercise Analyze a process for Non-Value
Added steps
Process Mapping
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Understand the Process
Develop and Evaluate Measurement Systems
q Data Collection Plans
q Continuous MSA (Gage R&R)
q Attribute MSA (Kappa Studies)
q Data Integrity
Evaluate Risks on Process Inputs q FMEA
q Process Capability
ü Current State Process Maps
ü Identified and measured X’s (KPIV’s)
ü Measurement system verified
ü Current capability of Y’s (KPOV’s)
Tools Steps Outputs
Measure q Understand the
Process
q Evaluate Risks on Process Inputs
q Develop and Evaluate Measurement Systems
q Measure Current Process Performance
Measure Current Process Performance
q SIPOC / VSM q Input/Output
Analysis q C&E Matrix q Detailed Process
Maps
Measure
4
What is the tool? - Graphical illustration of the
work process
What will the tool identify? - All value-added and non-
value-added process steps
- Process Inputs (X’s)
- Process Outputs (Y’s)
- Data Collection Points - First Input Variables to put in
FMEA
What are results of Process Mapping? - Identify systems needing
Measurement Studies
- Identify Output Variables for Capability Studies
- Identify missing elements in the Control Plan
- Identify possible non-value- added process steps
Process Mapping Overview
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Process Mapping Overview
When to do Process Mapping?
To do or not to do?…..
ANSWER:
At the beginning!!!
Always!!!
And
Again and Again!!!
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Should describe:
- Major activities / tasks
- Sub-processes
- Process Boundaries - Input Variables (X’s)
- Output Variables (Y’s) Should be reviewed frequently and updated
),...,,( 21 kxxxfy =
Process Mapping
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The Funneling Effect
30+ Inputs • SIPOC & Process Mapping • C&E Matrix • Failure Modes & Effects
Analysis
MEASURE All X’s
1st “Hit List”
10 - 15 • Multi-Vari Studies ANALYZE Screened List
6 - 10 • Design of Experiments (DOE) IMPROVE Found Critical X’s
3 - 6
Critical Input Variables
• Control Plans CONTROL* Controlling Critical X’s
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Team Effort – Manufacturing Example: - Manufacturing engineers - Line operators - Line supervisors - Maintenance technicians - Suppliers
Inputs to Mapping - Brainstorming - Manuals, work instructions - Engineering specifications - Operator experience - Fishbone diagrams (6 Ms)
• Transactional Example: - Sales force - Engineers - Operators - Supervisors
Preparing the Process Map
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Identify the process in basic terms Identify External Supplier (Inputs) - Raw materials
- Incoming information
- Personnel
Identify the Customer Requirements (Outputs) - Process or Product customer specifications or critical
attributes. - Business/Organization Performance metrics.
(We need to get a “high level” view of the process first)
SIPOC
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Order Entry Phone FAX Email EDI
Price Availability Confirmation of
Order Promise Date Order number
Inputs Outputs
Non- Manufacturing
Manufacturing
Stamping SOP Dies Raw Stock Equipment Die Maintenance Operator
Flatness Undamaged Parts Dimensionality Tensile Strength Burr free Cycle Time
Inputs Outputs
SIPOC Examples:
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Supplier
Supplier
S
Process Input
Process
Input
Process Input
“Big X’s”
I
Process Step 1
Process
Step 2
Process Step 3
Process
Step 4
Process Step 5
Process
Step 6
P
Process Output
Process Output
Process Output
“Big Y’s”
O
Customer
Customer
C
Traditional SIPOC Layout
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Start with the Customers and work to the left - Always keeps the customer as the focus
- Can be confusing if Process is unclear
Or Start with the Process and work outward - More intuitive for team members
- Risk less customer focus – you must facilitate the focus!
Try either method … see which works better for you.
Methods for Making SIPOC
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You have been identified as a team responsible for running a coffee shop that makes coffee for Six Sigma Training.
There have been complaints about the coffee, and your mission is to improve the process of making coffee with our existing equipment (Mr. Coffee type maker).
Your first task is to document the process with a SIPOC.
Good luck: The last coffee team was awarded the Bilge- Water Coffee Award and had to drink their own brew. Everyone else is buying from the machine. (The previous team did not use any Six Sigma tools.)
Coffee Making Exercise
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Now that you know who your customer is…… - Gather the Voice of the Customer
(VOC) about what is critical in their eyes about the process
- Gather the Voice of the Business (VOB) about what is critical from a business perspective about the process
Voice of the Customer
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Voice of the Customer
VOC Cookbook
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Setting up the Interview Contact the people in advance and schedule the
interview. Make sure not to conflict with other schedules - Keep in mind that people may be concerned about why
you want to talk to them Keep the interview short - no more than 30-45 minutes
Ask them to collect any forms, documents, lists, or procedures that are normally used
Develop a set of interview questions
Let your team members conduct the interviews too!
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S - Enter at the Social level. - Put them at ease. Discuss the weather, something from the
news. Go easy. O - Explain the Objective of the meeting, discussion, etc. - Why are you here, what are you doing, why are you doing it?
L - Listen to what they say. - Ensure you’re non-verbal cues show you are interested.
A – Advise or Ask - Influence by recommendations, coaching, persuading,
confronting, or asking probing questions for more understanding
R - Record. - Identify and record specific steps or outcomes.
The SOLAR Model is a ‘checklist’ for you to remember
Conducting the Interview The SOLAR Model
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Interviewing: Notes & Things to Remember
Be sure to thank the people you interview. Be sure to thank their manager/supervisor for letting
them meet with you. - Remember they can’t be doing their job if they are
talking to you.
Be aware of how much time you have spent conducting an interview. - Don’t ask for 30 minutes and stay 60.
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Your next task is to gather the voice of the customer and voice of the business to develop the customer requirements. - Choose one of your team members to be the
customer representative - Choose one of your team members to be the
business representative - Develop your interview questions and interview
the customer and business representative - Decide on the top 3-5 customer & business
requirements of the coffee process based on the input that you have received
Coffee Making Exercise
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SIPOC
Detailed Process Map - Flow Chart - Cross Functional Map - Cross Resource Map
Map Sub-processes - Process Evaluation for
NVA Steps
R ound 1
R ound 2
R ound 3
Stop
Start
Stop
Increasing Process Description Detail: Top Down Mapping Method
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Process Mapping
Process
Mapping
Cookbook
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Step 1: Select the Overall Process
List the Key Inputs of Overall Process - Raw Materials -
Information
Document Key Outputs of Overall Process - Work with all of your
customers (internal and external)
Hiring Process
KEY INPUTS
KEY OUTPUTS
Complete Requisition
Job Description
Compensation Package
Resumes
Compensation Package
Qualified Candidate List
Background Check
New Hire
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Step 2: List all of the Individual Steps of the Process
Include all value added and non-value added steps
Process steps, inspection/test, rework, scrap points
Create Requisition
Post Requisition
Screen Resumes
Interview Candidates
Select Candidate
Train Employee
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Step 3 - List Key Process Output Variables for each Step
Create Requisition
Post Requisition
Screen Resumes
Interview Candidates
Select Candidate
Train Employee
Completed Requisition Job Description Compensation Package
Resumes
Short List of Qualified Candidates
Ranked Candidates Interview Team Feedback Checked References Drug Screening Background Check New Hire
Trained Tyco Employee
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Step 4 - List Key Process Input Variables & Classify as Controlled or Uncontrolled
C - Department Needs C - Budget C - Job Duties U - Responsibility/ Authority C - Compensation Guidelines C - Internal Hiring Policies C - e-Source
U - Temporary Agencies U - Headhunters C - Print Advertisement U - Candidate Search Companies U - Campus Recruiters U - Tyco Employees U - Internal Tyco Connection site C - e-Source
U - Resumes C - e-Source
C - Key Behavioral Interview Questions U - Interview Team C - Interview Rating Sheet
C - Ranked Candidates C - e-Source
C - Human Resource Personnel C - Startup Forms C - Policies and Procedures C – Tyco Management Benefits Package
Create Requisition
Post Requisition
Screen Resumes
Interview Candidates
Select Candidates
Train Employee
C = Controlled Inputs: Input Variables that can be changed to see the effect on Output Variables. Sometimes called “Knob” variables
U = Uncontrolled Inputs: Input Variables that impact the Output Variables but are difficult or impossible to control (may also be controllable, just not under control currently)
Example: Environmental variables such as humidity
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Current System Controlled Uncontrolled
Po ss
ib le
U nc
on tro
lla bl
e
C on
tro lla
bl e
No short term solution
Long term – possibly implement
technology
Validate with Measurement
System Analysis
Why?
Validate it’s truly uncontrollable with
DOE
OPPORTUNITY!
Put in control system
Label as U*
Label C or U Using Current System
Is it Controlled or Uncontrolled? Is it Controllable or Uncontrollable?
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Outputs
• Cycle Time • Material
properties
Feed Feed
material from roll
Cutting Cut material
to length
• Cycle Time • Correct
length • Burr free
Stamping Stamp piece
to size
• Cycle Time • Correct part • Burr free • Correct
dimensions • Tensile
strength
Drawing Draw
features
Outputs
• Cycle Time • Correct part • Correct
dimensions • Tensile
strength
Punching Punch out features
• Cycle Time • Correct part • Burr free • Correct
dimensions • Tensile
strength
Cleaning Clean metal
surface
• Cycle Time • Clean
surface • Residue
free
• Gear speed • Gear wear • Material lot • Material
properties
Inputs Type
C U U U
• Shear speed • Shear wear • Material
properties • Clamping
force • Shear force
C U U C U
• Die wear • Material
properties • Ram force • Ram speed • Die number • Die hardness
U U C C C C
• Drawing speed
• Material properties
• Die number
Inputs Type
C U C
• Punch speed • Punch wear • Material
properties • Clamping
force • Ram force
C U U C U
• Solvent purity
• Solvent age • Surface
roughness • Contaminant
level • Humidity • Temperature
C U U U U U U
Process Mapping Manufacturing Example
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(Non-Manufacturing) Outputs
Answer Phone • Greet customer • Determine P/N • Identify need date • Identify ship to
address • Identify ship method
Internal Information • Get internal P/N • Determine terms • Identify lead time • Complete order
worksheet
Order Entry • Input information • Print order confirmation • Determine ship date • Review order
Order Confirmation • FAX confirmation to
customer • Verify manufacturing
receipt of order
Inputs Type • Order
worksheet • Computer
entry screens • Lead time
information from mfg
• Shipment method
• Printed confirmation sheet
• Production schedule
• Customer contact info
• Production contact info
• Confirmation procedure
U C U C
C U C C C
Inputs Type
• Information from customer
• Greeting script
• Answering procedure
• Telephone system
• Cross reference for P/N’s
• Order information
• Plant loading information
• Order worksheet form
• Pricing algorithm
C C C U
C U U C C
• Prompt answer
• Live body • Part
number • Availability • Need date
• Customer number
• Order worksheet
• Pricing
Outputs • Order in
computer • All line items
complete • Promise date • Order
number • Printed
confirmation
• Order confirmation to customer
• Order to production
Process Mapping Transactional Example
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Make Sure all steps are counted: Major activities/tasks
Sub-processes
Process Boundaries
Key Process Input Variables (KPIV’s (X’s))
Key Process Output Variables (KPOV’s (Y’s))
This is NOT a one time exercise!
Process Mapping Tips
Don’t forget to walk the
process
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When the customer arrives at the shop, they have a need-- a need for a cup of coffee.
That need is translated into a customer order. It is this order that actually flows through the coffee process and carries the need. - This customer order may change from information to physical
material and equipment as it moves through the process.
As the order moves through the process, each activity adds a degree of fulfillment to that order.
At the end of the process, the fulfilled order is delivered. - To the customer, the output of this process is a cup of coffee. - To the process manager, the output of the process is a successfully
completed order.
What is the entity that moves through a coffee shop?
Example: Coffee Shop
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Your next task is to document the process with a Detailed Process Map.
Good luck & Be Careful: The Bilge- Water Coffee Award could be given to your coffee shop by the Six Sigma class.
Coffee Making Exercise
Template: Process Map CE FMEA.xls
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For Input variables identified as Controlled and for Critical Inputs, we can add the operational specifications and Targets for these variables
This information is the beginnings of the Control Plan!
Use spec numbers if available, not just input category
Add Specifications for Inputs
Controlled Input Variable
Target Upper Spec
Lower Spec
Die Wear ? 2.56 2.33
Solvent Type ? ? ?
Ram Speed ? 800 750
Clamping Force ? ? ?
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Add’l Example of Detailed Map
Input Meas. Sys. Spec Type Major Step Sub-Step Output Meas. Sys. Spec. Cp/ Cpk
Prepare Premix
Tank Temp Thermocoup
140-150 F Cont
Add DI Water Colorimeter
Lab Test
2400- 2600 um 0.6/0.4
Agit. RPM Tachometer
200-250 rpm Cont Add Gelatin Viscosity
Lab Test
1000- 1050 cp 1.0/0.6
Correct Weight Scale
148-152 Kg Cont Add Dye
KPIV's Process Steps KPOV's
Types of Process Maps
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Transactional Non-Manufacturing
Example Manufacturing Example
MACRO Organization Customer Service
Plant East Berlin
LOCAL Process Customer Orders Process Area Z-Pack Assembly
MICRO Subprocess Order Entry Process Step Work Center 5052
• Start at Macro level and work towards the Micro level, as required
• Focus Local and Micro level work in areas of largest potential gain
• Don‘t go more detailed than you need to – avoid analysis paralysis.
Different Levels of Process Maps
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Flow Chart (aka Block Diagram) - Shows process steps, without worrying
about details
- Useful as a first pass to understand process steps
Cross Functional Map (aka “Swim lane”)
- Rearranges flow chart process steps into lanes of functions
- Clearly shows hand-offs
- Process steps move left to right as time progresses
Cross Resource Map
- Further drill down into functions, showing actual resource to resource hand offs
customer
No
Yes
No
Yes
Function 1
Function 2
Function 3
Function 4
Function 1
Function 2
Function 3
Function 4
Resour ce 1
Reso urce
2
Increasing Process Description Detail: Types of Maps
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Creating a Cross-Functional Process Map
NOTE: This method is especially useful when the focus is on reducing process Cycle Time, or when the process flow is too complicated to show as a linear sequence of activities – often the case in large, cross- functional processes (see Cross-Functional Process Map examples)
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Process Mapping
Cross- Functional
Process Cookbook
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1. Post multiple flipchart pages on a wall
2. Define key functions, departments, people, systems that participate in the process (write on Post-Its)
3. Draw horizontal “Swim Lanes” for charting the activities of each function from step 2
4. Working from left to right, define each activity, write it on a Post-It, and place in the appropriate “Swim Lane”
Creating a Cross-Functional Process Map
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5. Include Decision Points, Inspection Points, Queues
- SEE MAPPING SYMBOLS, NEXT SLIDE >>>> 6. Refrain from drawing connecting lines until the map is complete
- there may be disagreements to be resolved before the “real” activity path is agreed to
- pencil-in lines temporarily to clarify the flow 7. Work from left to right until all major activities have been captured 8. Add activity cycle times
- decide on a “threshold” time – activities less than the threshold don’t need to be given a time
- this may require some data collection!
Creating a Cross-Functional Process Map
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Process Step or Operation (Green)
Quality Check or Inspection (Red)
Storage / queue (Red)
Decision (Yellow)
Transport or movement
These symbols are
extremely helpful in
doing As-Is/Can-be
Analysis.
Green represents
movement. Red represents
a queue or stop of some
sort. Yellow represents
a delay.
Creating a Cross-Functional Process Map
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25%
75%
10. Be sure to walk the process, to verify and clarify the flow
11. Once consensus is reached on the activities and flow, draw the connecting arrows
12. Using a flipchart, list steps that are “problematic,” i.e. where there are disconnects, errors, inefficiencies, or breakdowns. These will be inputs to the C&E Matrix later.
Don’t forget to walk the
process
Creating a Cross-Functional Process Map
9. At decision points, estimate the percentage of flow that currently follows each alternative, and note on the chart
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Bldg 3 dock
W ar
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FG N
G Pr
ep Te
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In sp
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Pa ck
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IR BoardTest
MRBWarehouse
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Inspection
Insert 3 EPROM 1-Battery
M FG
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Insert in chassis Connect Cable
St oc
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Pull EPROMs and Battery
QE DispositionScrap
Insert in chassis Connect Cable
Insert 3 EPROM 1-Battery
Bldg 3 Dock
Inspect
Ware House
Audit / Kitting
1ST Piece Verification
Pre Oven Verrification
Post Oven Verification
PreWave Verification
Finals (T/ U, Depanel, Backload)
Package & Ship
TH Prep
Reseat EPROMs Retest
Manuals & Carton
2 Hr Burn-in
SMT
Touch UP R/C & C/A
Touch UP R/C & C/A
SMT Hand Load
Reflow Oven
Inline Wash
Wave Operation
TH Load FinalInspection
LabelingTest
Troubleshoot & Repair R/C & C/A
W av
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SM T
To uc
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fl ow
W ar
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st Sh
ip pi
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Inline Wash
fail
Recvng RMA
1ST Piece Verification
Touch UP R/C & C/A
Touch UP R/C & C/A
Example of Cross-Functional Process Map – Skyline & Valleylab Process
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Thumbnail of Detailed Gelco Process before Six Sigma analysis
Thumbnail of Improved Gelco Process after Six Sigma analysis
Example: Cross-Functional Process Map - Gelco
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Analyzing a Process Map
The Process Map that you have developed - whether an Inputs/Outputs Process Map, Cross-Functional Map, or Detailed Flowchart - will usually expose opportunities for immediate action --- “low-hanging fruit” or Non-Value Added (NVA) activity This is particularly useful in analyzing an existing work process for disconnects, redundancies, rework loops and delays. Issues / problems identified can either be further analyzed via the C&E Matrix / FMEA or can be targeted for immediate corrective action.
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Analyzing a Process Map
What You Think It Is... ...Without NVA steps What It Actually Is...
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If you are going after cycle time reduction this is the time to identify and remove or reduce the non-value-added steps
Definition of value-added
- Customer recognizes the
value
- Changes the product
- Done right the first time
- Required by law, regulation,
or contract, or for HS&E or
ethical considerations
This is extremely important to do when you are moving, modifying, introducing, or designing a new process!!
Analyzing a Process Map
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Anything other than the minimum amount of equipment, materials, parts, space, and worker’s time, which are absolutely essential to add value to the product
WASTE
MRB’s are our life
What is Waste?
Analyzing a Process Map
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A step may be non-value added BUT necessary if:
it’s required by law, regulation or contract or,
it has health, safety, environmental, or ethical considerations
You mean I have to put this back?
YES!!! But don’t ever give
up
Analyzing a Process Map
49
Process Mapping
Analyzing a Process Map
Cookbook
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1. Validate the process map with a “walk through” by the entire team (establish baseline)
2. Identify value-added and necessary steps 3. Identify other streamlining activities to improve
process flow 4. Benchmark “best-in-class”/”world class”