Process Mapping: John R. Grout

Process Mapping John R. Grout Berry College Campbell School of Business Mount Berry, Georgia 30149-5024 [email protected] Voice: (706) 238-7877 Fax: (706) 238-7854

Outline Processes Intro to process mapping Why process mapping?    

Process Attributes Design emphasis Process FMEA prerequisite Complexity or difficulty

Who manages the process? Caveats More on process mapping

A definition of “process” “A collection of interrelated work tasks, Initiated in response to an event Achieving a specific result for the customer and other stakeholders of the process.”

Source: Sharp and Mc Dermott Workflow Modeling 2001

Processes Customer = recipient or beneficiary of result produced by the process. Interrelated = the completion of one task initiates the next task in the process. A triggering event, which involves the customer, marks the start of the process. Achieving the specific result for the customer marks the end of the process.

Processes are supported by enablers Workflow design Information technology Motivation and measurement Human resources Policies and rules Facilities

Sub-processes A process can be made up of processes, often called sub-processes Defining “the process” and its boundaries depends on your perspective The event that initiates a process could be part of a larger process.

Process vs. Task Everyday usage: no universal distinction For our purposes: 



Processes involve more than one person, coordinated effort is required. Tasks involve one person

Theory of ones: Every process must be justified -why can’t the result be achieved in one activity, by one person, at one time? Source: Harrington, Business Process Improvement Workbook

Process maps A graphical presentation that document the tasks and other aspects of processes Familiar version know as flow charting Numerous formats or approaches exist 2 versions of a process map are common:  As-is: the current state of the process  To-be: the goal state of the process Widely used. Not widely researched.

Process Mapping Basics Arrows and Icons Lots of approaches Best for Medicine? Patient General Practitioner Radiology Surgeon

appt

Physical

appt

Physical

appt

Mammo gram

consult

Rec’v

Mammo gram

Develop

Radiological Oncologist Medical Oncologist Physical therapist

consult

consult

send

appt

Consult

Sched/ orders Sched/ orders

Hospital Pathology

consult

consult

Error #1

Consult

Consult

Likely results of process mapping Increased understanding of process, Increase consensus about the process, Increased visibility into the process. Those who assume they know the process, without having mapped it, will probably find surprises when they map the process.

Dimensions of process mapping approaches Level of detail Multi layered (Nested or Hierarchical?) Multiple types of flows Shows hand-offs (organizational structure) Icons Logical operators Flow time User support information

Identifying risks and hazards:

Caveats “In some cases, it is easier for customers to define the business process because they are the only one who see it all.” (Sharp & McDermott) From customer’s perspective, the process may often involve multiple sub-processes. Optimal sub-processes will not result in optimal customer processes

Identifying risks and hazards:

Caveats Optimization of sub-processes usually leads to suboptimization of processes* Sub-processes should be designed to contribute to global optimality. Carefully crafted sub-optimal (“inefficient”) sub-processes will be required for optimal customer outcomes *Goldratt, The Goal, North River Press 1984

Process Mapping

Flowchart

Books on the subject: Galloway, Dianne (1994) Mapping Work Processes, Milwaukee, Wisconsin: ASQ Quality Press. Harrington, H. James, Esseling, Erik K. C., and Van Nimwegen, Harm (1997) Business Process Improvement Workbook New York: McGraw-Hill. Damelio, Robert (1996) The Basics of Process Mapping, Portland, Oregon: Productivity Inc

Process Mapping:

Top-Down Process Map Sub-processes are listed under each major process Minimal graphics – could be text-only indenting sub-processes in an outline format Books on the subject:

Wilson, Ray W. and Harsin, Paul (1998) Process Mastering: How to Establish and Document the Best Known Way to Do a Job. Portland, Oregon: Productivity Inc.

Process Mapping:

Top-Down Flow Chart 1

2

3

4

5

PSA test ordered

PSA test ordered

PSA test ordered

PSA test ordered

PSA test ordered

Subprocesses A. Order Written B. Entered in CPRS C. Received in lab

Subprocesses A. ID patient B. Select proper equip C. Draw blood D. Label

Subprocesses A. Review B. Centrifuge C. Verify calibration D. Run QC E. Run sample F. Report results G. Enter in CPRS

Subprocesses A. Report Received

Subprocesses A. Telephone B. Visit setup C. Result

DeRosier et al. joint commission Journal on Quality Improvement (28)5: 248-267.

Process Mapping

IDEF0

Pronounced “eye-def zero” Meaning boxes and arrows: (information)

Process # Sub-process reference # (tools & equipment) Source: http://www.itl.nist.gov/fipspubs/by-num.htm

Process Mapping

IDEF0

Nested or Hierarchical Diagrams

General

Detailed

Source: FIPS 183 available at http://www.itl.nist.gov/fipspubs/by-num.htm

Process Mapping

Web-based example

IDEF0

centrif uge sample

Patient Sample

serum

1 Bio-Hazard Waste

screen for antibodies

Micro-tubes Reagents, etc.

Antibodies negative

2 A22 Test tubes Reagents, etc.

ABO/RH

3 A23

P a tie n t H is to r y

identif y antibodies 4 A24

record result s

Patient sample infomration

5

H e m o c a r e s y s te m

A n tib o d ie s P o s itiv e

Books on the subject: Federal Information Processing Standards (FIPS)183: Integration Definition for Function Modeling (IDEF0) http://www.itl.nist.gov/fipspubs/by-num.htm Hunt, Daniel V. (1996) Process Mapping: How to Reengineer Your Business Processes, New York: John Wiley & Sons.

Bio-Hazard Waste

type sample ABO/RH

Process Mapping

Swimlanes Flowchart superimposed on a grid Grid rows are organizations, departments, functions, or individuals Grid columns are chronological Team or joint activities indicated by boxes

Books on the subject: Sharp, Alec, and McDermott, Patrick (2001) Workflow Modeling: Tools for Process Improvement and Application Development, Boston: Artech House. Frazier, Jane C. (2001) Swimlane Process Mapping, Walnut Creek, CA: Frazier Technologies, Inc. (www.fraziertech.com) Jacka, J. Mike and Keller, Paulette J. (2001) Business Process Mapping: Improving Customer Satisfaction New York: John Wiley & Sons.

Swimlanes: Susan’s Lumpectomy Patient General Practitioner Radiology Surgeon Hospital

appt

Physical

appt

Physical appt

Mammo gram

consult

Rec’v Mammo gram

Develop

consult

consult

consult

consult

send appt

Consult

Error #1

Sched orders Sched orders

Pathology Radiological Oncologist Medical Oncologist Physical therapist

Consult Consult

Process Mapping

Swimlanes: Susan’s Lumpectomy Patient General Practitioner

Pre- Surgadmit ery

Request report

Study report

Consult

Consult

treat

treat

Radiology Surgeon

Surgery

Hospital

Pre- Surgadmit ery

Pathology Radiological Oncologist Medical Oncologist Physical therapist

Rec’v samp

Error #1 caught by patient Analyze

Type up

send

Error #2

Plan treat Plan treat

Error #2 caught By patient

Consult

treat

…

treat

…

Consult Consult

treat

Process Mapping

Value Stream Mapping

Rother, Mike and Shook, John (1999) Learning to See, Brookline, MA: Lean Enterprises Institute Inc. Tapping, Don, Shuker, Tom and Luyster, Tom (2002) Value Stream Management Productivity Press.

Process Mapping

Value Stream Mapping Ordering and Scheduling info As tasks are linked into “one-piece flow” they are combined on the map Production task & Inventory info Includes information On elapsed time

Process Mapping

Value Stream Mapping 24 icon set for lean manufacturing

Thank You! Questions?