Flow Charting - Technique

FICCI

CE

Flow charting and process analysis technique

Flow charting provides the basis for understanding the standard process procedures, the relationship between people and work to be done. Flowcharting is a very good tool for understanding and identifying process bottlenecks such as delays, excessive transportation, waiting time and queuing time. It also identifies key customers, suppliers and process owners by operational work unit, performance level, quality level and productivity at each process point. Flow charts can also identify source of errors, decision points and non-value adding operations.

FICCI

CE

Flow chart of Printed circuit board Receive PCB Parts from vendors

Return part to vendors

Assemble parts in PCB

Test assembled PCB

Rework & Analyze

Wait for Mfg.

Inspect parts

Inspect PCB Parts good or bad

Bad

Good Inspect parts

Parts good or bad

Bad

Good Pack & Ship

FICCI

CE

Sample : Seeking customer feedback and taking corrective action flow diagram.

Issue owners Surveys

Complaints Customer Critical Situations

Customer satisfaction dept •Issue identification •Prioritization •Ownership

International marketing Administration Domestic Marketing Technical Delivery

Other

Service

•Develop action plans •Resolve issues •Improve

Customer satisfaction dept.

•Review actions •Emerging issues •Action plan