CONTENTS
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|
List of Exhibits |
ix |
|
Foreword |
xiii |
|
Preface |
xvii |
|
Acknowledgments |
xix |
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|
1
Introduction |
1 |
|
Why Should We Chart Our
Processes? |
5 |
|
To Help People Do Their Jobs
Better |
5 |
|
Methodology Overview |
6 |
|
Endnotes |
7 |
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|
|
|
2
Who Is Involved in Process Improvement? |
9 |
|
Executive Oversight Team |
9 |
|
Process Improvement Group |
10 |
|
Process Improvement Champion |
10 |
|
Improvement Project
Facilitators |
10 |
|
Process Library Manager |
10 |
|
Process Improvement Projects |
10 |
|
Process Owner |
11 |
|
Other Managers |
12 |
|
Project Team Members |
12 |
|
Project Team Leader |
12 |
|
Project Team Recorder |
13 |
|
Installation Coordinator |
13 |
|
Process Performance Monitor |
14 |
|
Project Ownership: Transferring
Responsibility |
14 |
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|
3
Defining a Process Improvement Project |
17 |
|
Select a Process to Study |
17 |
|
Secure the Approval and Support
of the Process Owner |
18 |
|
State the Process and Its
Purpose |
18 |
|
Identify the Type of Project |
18 |
|
Documentation Project |
19 |
|
Improvement Project |
19 |
|
Renewal Project |
19 |
|
Standardization Project |
20 |
|
Development Project |
20 |
|
Maintenance Project |
20 |
|
Establish Objectives |
21 |
|
Define the Scope |
21 |
|
Identify the Project Team
Members |
22 |
|
Endnote |
22 |
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|
4
Gathering the Facts |
23 |
|
Set the Stage |
23 |
|
Collect the Facts at the Work
Area |
24 |
|
Interview Experienced Employees |
24 |
|
Be Genuine |
26 |
|
Capture the Facts |
26 |
|
Level of Detail |
28 |
|
Organize the Facts with a
Process Flow Chart |
29 |
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|
5
Process Chart Format |
31 |
|
Process Charts Flow Left to
Right |
31 |
|
Every Item Is Charted as a
Separate Flow Line |
34 |
|
Process Charts Show the
Interrelated Flows of Many Items |
34 |
|
Every Item Is Labeled |
34 |
|
Actions and Nonaction Steps Are
Indicated by Symbols |
|
|
Laid Out in Sequence Along Each
Flow Line |
36 |
|
Correction and Rejection
Routines Are Shown with Dotted Lines |
36 |
|
Fundamental Nature of the
Process Chart Format |
36 |
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|
6
Process Chart Building Blocks |
37 |
|
Symbols: The Actions |
37 |
|
Do |
39 |
|
Originate |
40 |
|
Add/Alte |
43 |
|
Handle |
44 |
|
Transportation |
46 |
|
Inspection |
47 |
|
Storage/Delay |
48 |
|
Destroy |
50 |
|
Combination Symbols |
50 |
|
Conventions: Connecting the
Symbols |
51 |
|
Label and Line |
53 |
|
Effect |
55 |
|
Brackets |
56 |
|
Alternatives |
57 |
|
Correction/Rejection |
60 |
|
Rejoin |
60 |
|
Connector Labels: Chart Links |
63 |
|
Stop/Start |
65 |
|
Period |
69 |
|
Bypass |
70 |
|
Summary |
70 |
|
Words: Making the Charts Talk |
70 |
|
Choosing the Right Words |
75 |
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|
7
Charting Business Processes |
79 |
|
Charting Process Scenarios |
80 |
|
Paying for Gas with a Credit
Card |
80 |
|
Charting an Online Auction Bid |
90 |
|
Processing a Purchase
Requisition |
106 |
|
Processing Police Officer
Overtime |
110 |
|
Special Situations |
124 |
|
Using E-Mail |
131 |
|
E-Mailing Multiple Recipients |
131 |
|
Faxing and Remote Printing |
134 |
|
Processing Batch Work |
134 |
|
Charting Multiple Source Items |
138 |
|
Creating Multiple Copies |
142 |
|
Sorting and Distributing
Multiple Document Copies |
143 |
|
Including Flow Lines of People
in Process Charts |
145 |
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|
8
Using Process Charts |
149 |
|
Improving Processes with
Projects |
150 |
|
Building a Process Library |
153 |
|
Continuous Improvement |
154 |
|
Training |
155 |
|
Library and Control |
158 |
|
Transparency |
158 |
|
Regulatory Requirements such as
Sarbanes-Oxley |
159 |
|
Certification such as ISO |
159 |
|
Helping the Audit |
160 |
|
Establishing a Culture of
Mastery |
160 |
|
Mastery |
160 |
|
Endnote |
161 |
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|
9
Process Chart Stories |
163 |
|
Allen Back |
164 |
|
Merle Laird |
164 |
|
Bill Roach |
166 |
|
Hector Piña |
166 |
|
Sharon Cunningham |
167 |
|
Todd Rigby |
169 |
|
Valerie Rausch |
170 |
|
Ben S. Graham Jr. |
170 |
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|
10
Summary |
173 |
|
Define a Project |
173 |
|
Select a Process to Study |
173 |
|
Get Appropriate
Approvals/Buy-in to Conduct a Project |
174 |
|
Identify the Type of Project |
174 |
|
State Project Objectives |
174 |
|
Determine the Scope |
175 |
|
Identify Team Members |
175 |
|
Announce the Project |
175 |
|
Capture the Facts |
176 |
|
Prepare an As-Is Chart |
177 |
|
Get the Team Members Involved |
178 |
|
Build a Library of Process
Charts |
179 |
|
Use the Charts |
179 |
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11
Conclusion |
181 |
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Index |
183 |
