Objective: Identify all elements of a process (to assist with mapping and improving the process).

Format: PDF document

What it does: This tool assists development of the key components of a process. It looks at each process from end to end to ensure all major elements are captured.

How to use:

  1. Download the tool and save it to your PC
  2. Gather participants (include representatives of supplier and customers where possible)
  3. Identify the process boundaries (start and end process steps) and key activities
    1. Keep it at a high level – 6-8 steps
      1. Although you want it at a high level if this is your 1st time write all steps down then summarise
  4. Identify the outputs & their Customers
    1. Brainstorm outputs & Customers
  5. Identify the inputs & their Suppliers
    1. Brainstorm inputs & suppliers
  6. Identify what is critical to achieving the right quality
    1. Brainstorm across; inputs, process, and outputs

Best Practices

  • Don’t keep it a secret – use this to discuss gaps with staff, confirm if they agree and explain why you see the gap.
    • TIP: Be honest, positive (about improvement), and flexible e.g. if they disagree, agree a pan for you to understand the “real” situation.
  • Support – this is all about adding support to develop people – it is useless if you do not provide adequate support for people to improv
  • Set your process objective – really understand the ideal final result from the process
  • The general practice approach is to start with the process and work outwards. Personally I find it easier to start at the outputs and work backwards. There is no right or wrong way!
  • Suppliers can be internal (other areas within your business) or external
  • Customers can be internal (other areas within your business) or external
    • The final customer should always be considered as the highest priority
  • Review with staff
    • Include people that feed information into the process (Suppliers) where possible
    • Include people that represent outputs from the process (Customers) where possible
  • Process – include all actions that must be performed whether by human or machine
    • If there is a decision that is a process step
    • If something changes form/shape or location that is a process step
    • If something adds value it is a process step
    • Although this designed for high level understanding I think it is useful to list all process steps as you do the exercise and then group steps where a higher level view is desired.
  • Have fun – make it a fun group session.
    • Explain there is no right or wrong approach/answers
    • Draw the grid on large paper or whiteboard
    • People take turns to write up their information
    • Encourage people to talk
      • Gage understanding/alignment with your process objectives
      • Encourage all to participate/facilitate especially the shy ones

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