Process Map Diagram

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QSO 625 Six Sigma Black Belt Certification

Southern New Hampshire University

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Using MS Office, draw a map for the process (purchasing, accounting, design, manufacturing, customer service, call center, etc.) that you are a part of at your workplace. Use the help of your colleagues, if necessary, to identify the elements of each of the process steps. Do you see any "waste" in the process? For additional details, please refer to the Process Diagrams Rubric document (attached). Must use References - at least 2.

** I would like to use either Customer Service or Call Center for the process map.

** I will attach examples process maps in the other attachment “Week 2 Notes (pages 7-10)”.

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ASSIGNMENT PROMPT: Week 2 Diagram – Process Map Using MS Office, draw a map for the process (purchasing, accounting, design, manufacturing, customer service, call center, etc.) that you are a part of at your workplace. Use the help of your colleagues, if necessary, to identify the elements of each of the process steps. Do you see any "waste" in the process? For additional details, please refer to the Process Diagrams Rubric document (attached). ** I would like to use either Customer Service or Call Center for the process map. ** I will attach examples process maps in the other attachment “Week 2 Notes (pages 7-10)”. Below are some types of Process Maps that you can use. The rubric states to do a Process Map Diagram (any of the ones below) AND a CE Diagram (Cause-and-Effect Diagram also known as a Fishbone Diagram). High-Level Process Map: High-Level Process Map is a detailed process map used to provide a more detailed look at each step or activity in the process. We used wall post-it notes and assigned each activity different color (saving the color red for problems). For each activity, we noted the steps needed to be done, who needed to do them, cycle times (with high levels of variation and includes the average times and ranges), and wait times. Potential root causes or problems, bottlenecks, repetition, and/or delays in each activity were identified and noted in the color red. To finalize the detailed process map, we put the post-its together to create a flowchart to ensure the team was in agreement with the flow. Low-Level Process Map: The main difference between a high-level and low-level process map is one of scope. The process flow has not changed, just the scope of what we are looking at. The Order-To-Cash Cycle has nine processes identified but each process can be further subdivided into sub-processes. Each sub-process makes up a low-level process map or process flow chart. A low-level process map is an area of a high-level process map that we have zoomed into for more detail. Utilizes unified modeling language (ULM) which symbols representing activities in the process. For example, a square for process steps, a diamond for decisions and a rectangle representing data. Cross-Functional Map: Cross-functional map also called “Swim Lane” are used to convey individual responsibilities or departmental roles within an organization. Four cross functional swim lanes (called bands) are used to identify who is responsible for each element, decision or data. You can have any number of swim lanes in your map, although as a practical limit you may want to make it fewer than ten for clarity. In my department, the analysts, HEDIS managers, vendors, quality directors, and abstractors would be listed as band 1, band 2, band 3, band 4, and band 5. Document Map: A document map displays visually what information you should expect to receive, and from whom. It also shows you what information you are expected to produce for someone else. Document maps show all input and output documents used. Document Maps are an expanded SIPOC format. Each row of the SIPOC flow represents: Supplier, Input, Process, Output, and Customer (with Supplier & Customer columns in grey, Input column in yellow, Process column in green, and Output column in blue). If you’re in the middle of the process, document maps can tell you if you have the inputs you need to do your job. Activity Map: Activity process map is used to uncover value added and non-value added activities in a process. A walk though of the process is conducted using the “as is” map –the main steps/activities of the process are written out on a white board and the activities mapped out to uncover shortcuts, rework loops, cheat sheets, and workarounds. Work flow diagram: Work flow diagrams takes the abstract UML symbols of squares and diamonds and translates them into graphical images or a flow format, which are used to tell a more complete story. SIPOC: SIPOC stands for Supplier, Inputs, Process, Output, and Customer and is used to identify all relevant elements of a process improvement project before the work begins. SIPOC helps to determine who adds inputs into the process, the specifications of the inputs, defines the customers, and the requirements of the customer. Process Diagrams Rubric Critical Elements Process Map Diagram CE Diagram Exemplary (100%) All of the diagram components and their labels are present. All of the diagram components and their labels are present. Proficient (90%) Most of the diagram components and their labels are present. Most of the diagram components and their labels are present. Needs Improvement (70%) Some of the diagram components (and/or their labels) are absent. Not Evident (0%) Most of the diagram components (and/or their labels) are absent. Some of the diagram components (and/or their labels) are absent. Earned Total Most of the diagram components (and/or their labels) are absent. Earned Total Value 50 50 50 50 Week 2 - Module Overview Process-mapping means drawing out the steps of a process by first defining the scope (start and end points) of the process. The advantages of process-mapping are the following: • • Process Clarity: It is easier to see the steps of the process, their sequence, and it is easier to train the employees involved in the process. Process Improvement: Any redundant or unnecessary steps (recall the process waste examples from Module One) may be discovered and can be eliminated or minimized which leads to an improved process map and, overall, an improved process. Process-mapping is a widely used tool for process improvement via a Six Sigma project. It is used in the “Define” (to map the current process) and “Improve” (to map the improved process) phases of a Six Sigma project (recall the DMAIC methodology of a Six Sigma project from QSO 620: Six Sigma Quality Management). Read the article that illustrates the various symbols that are normally used in mapping a process. Also, watch the video (the transcript of this video can be found here) that discusses how to use a flow chart (another term for process map). Review the following examples of process maps: • • • Purchasing and receiving of office supplies Customer service at a call center Auto insurance refund(current and improved) Watch this video lecture(the transcript of this video can be found here) that discusses the fundamentals of mapping a process and identifying value-adding and non-value-adding steps in the process. An important tool used to identify the process variables is the SIPOC diagram. SIPOC stands for Suppliers-Inputs-Process-Outputs-Customers. Read the article that illustrates the SIPOC diagram. References Hebb, N. (2011, November 21). Flowchart symbols defined: Flowchart symbols and their meanings. Retrieved from http://www.breezetree.com/article-excel-flowchart-shapes.htm MindTools. (2011, November 21). Flow charts: Understanding and communicating how a process works. Retrieved from http://www.mindtools.com/pages/article/newTMC_97.htm Process Maps. (n.d.). Process map: Current state auto insurance refund. Retrieved from http://www.processmaps.com/examples/REFUNDPROCESS_frame.htm Process Maps. (n.d.). Process map: Customer service at a call center. Retrieved from http://www.processmaps.com/examples/CUSTOMERPROCESS_frame.htm Process Maps. (n.d.). Process map: Purchasing and receiving of office supplies. Retrieved from http://www.processmaps.com/examples/PURCHASINGPROCESS_frame.htm SPIOC Diagram By Kerri Simon Many recent inquiries and discussions have focused on the SIPOC diagram – a tool used in the Six Sigma methodology. Because of the interest level, a further explanation is presented here along with a sample and template for your use. A SIPOC diagram is a tool used by a team to identify all relevant elements of a process improvement project before work begins. It helps define a complex project that may not be well scoped, and is typically employed at the Measure phase of the Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) methodology. It is similar and related to process mapping and ‘in/out of scope’ tools, but provides additional detail. The tool name prompts the team to consider the suppliers (the ‘s’ in SIPOC) of your process, the inputs (the ‘i’) to the process, the process (the ‘p’) your team is improving, the outputs (the ‘o’) of the process, and the customers (the ‘c’) that receive the process outputs. In some cases, requirements of the customers can be appended to the end of the SIPOC for further detail. The SIPOC tool is particularly useful when it is not clear: • • • • Who supplies inputs to the process? What specifications are placed on the inputs? Who are the true customers of the process? What are the requirements of the customers? Sample SIPOC Diagram A SIPOC diagram is a tool used by a team to identify all relevant elements of a process improvement project before work begins. It helps define a complex project that may not be well scoped, and is typically employed at the Measure phase of the Six Sigma DMAIC methodology. Steps to Complete the SIPOC Diagram SIPOC diagrams are very easy to complete. Here are the steps you should follow: 1. Create an area that will allow the team to post additions to the SIPOC diagram. This could be a transparancy (to be projected by an overhead) made of the provided template, flip charts with headings (S-I-P-O-C) written on each, or headings written on post-it notes posted to a wall. 2. Begin with the process. Map it in four to five high level steps. 3. Identify the outputs of this process. 4. Identify the customers that will receive the outputs of this process. 5. Identify the inputs required for the process to function properly. 6. Identify the suppliers of the inputs that are required by the process. 7. Optional: Identify the preliminary requirements of the customers. This will be verified during a later step of the Six Sigma measurement phase. 8. Discuss with project sponsor, Champion and other involved stakeholders for verification. SIPOC Templates The following SIPOC templates are for immediate download and use. The Adobe Acrobat version allows you to print and input your SIPOC information by hand, perhaps by overhead. The Microsoft PowerPoint version allows you to input your SIPOC information and print. Flowchart Symbols and Their Meanings Flowchart Symbols Defined By Nicholas Hebb - https://www.breezetree.com/articles/excel-flowchart-shapes/ The following is a basic overview, with descriptions and meanings, of the most common flowchart symbols - also commonly called flowchart shapes, flow diagram symbols or process mapping symbols, depending upon what type of diagram you're creating. The table below lists the flowchart symbol drawing, the name of the flowchart symbol in Microsoft Office (with aliases in parentheses), and a short description of where and how the flowchart symbol is used.
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Running head: PROCESS MAP DIAGRAM AND FISHBONE DIAGRAM

Process Map Diagram and Fishbone Diagram
Name
Institution

1

PROCESS MAP DIAGRAM AND FISHBONE DIAGRAM

2

Customer Service
Process Map Diagram

Customer
Customer
Arrives

Start gStd

Customer
makes
vhcc request

Teller inquires after
presentation of ID

Arrives

Check policy

Yes

Is the
balance
alright

Check the
balance

Yes

Valid?

No
Within the

scope of
the policy

No

Reject

No
No

Yes

Log transaction

Give cash to
customer

End

PROCESS MAP DIAGRAM AND FISHBONE DIAGRAM

3

The process map diagram above for customer service in an insurance firm is a
representation of a part of at our workplace. It depicts simple steps and their sequence that any
employee involved in the payment of policies can easily follow. Customer...


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