Chapter 1

Introduction To
Process Modeling
"Streamlining cross-company
processes is the next great
frontier...where this decade’s
productivity wars will be fought."
–Michael Hammer,
Modeling and Simulation Basics
"The Superefficient
Company," The Harvard This chapter explains the process for creating a basic process model,
Business Review, running the simulation, and viewing the output reports and graphs. It is
September 2001
designed as a hands-on exercise that can be followed using the software. It
contains the step-by-step instructions to help you learn how to:
• Define the Process Flow
• Define Resource Assignments
• Enter Process Information
• Simulate your ProcessModel
• View the Output Reports

In addition, this chapter answers the following questions:

1. What is a Process Model?

2. What are the main components of the ProcessModel Modeling

Environment?

3. What are the basic objects used in a Process Model?

4. What are connections?

ProcessModel Tutorial/1
Introduction To Process Modeling

Key Concepts
This section presents the concepts necessary to successfully complete
the process for creating a process model, running the simulation, and
viewing the output reports and graphs. Specifically you need to
understand:
• Process Models
• The Modeling Environment
° Layout Window
° Toolbox
“As the (Six Sigma) industry ° Simulation Menu
moves forward, simulation tools ° Properties Dialog
will be greatly beneficial in
processes that are more difficult to ° Gallery
pin down. Processes that are ° Shape Palette
integrated across a variety of
departments or business units are • Objects
a great example...These complex ° Entities
environments almost demand
process simulation.”
° Activities
° Resources
–Eric Edwin
Vice President • Connections
SBTI
° Entity Arrivals
° Entity Routings
° Resource Assignments

Process Models
A process model is a flow diagram with associated operational
information for simulating a process. A process flow diagram consists
of objects (the graphic shapes in the flowchart) and connections (the
lines connecting the graphic shapes). Objects represent the elements
of the process while connections depict element relationships. A
Properties Dialog displays the operational information for each object
and connection.

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 Key Concepts

The Modeling Environment

Layout Window
The layout window for drawing the flow diagram is a scrollable
drawing area that is divided into pages. Pages correspond to what you
would see if the diagram were printed. You may start the diagram
anywhere on the layout although it is usually best to start in the upper
left corner. The diagram can be easily moved later if needed.

Toolbox
The Toolbox is the column of buttons displayed on the left side of the
layout window. The primary buttons in the toolbox are the pointer
button used to select objects, the shape button used to place new
shapes on the layout, and the line button used to connect the shapes.
The other buttons are for adding text, zooming and changing the line
style.

Simulation Menu
The Simulation menu allows you to run the simulation, define
scenarios or experiments, run experiments and set simulation options.

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Introduction To Process Modeling

Properties Dialog
The Properties Dialog allows you to define simulation information for
each object and connection in the model.

“As Six Sigma is deployed Gallery

throughout a company, Black
Belts face increasingly difficult The Gallery is a formatting command center. From the Gallery you
problems which require advanced can place shapes for your model, change color, font, line style, line
approaches and tools. Delighting ends and shadowing. The Gallery is positioned on the right hand of
the customer is what it’s all about, the screen for easy access.
and that comes from consistent
end-to-end process performance.
Understanding complex
processes, and identifying the
Shape Palette
optimal way to serve customers A shape palette allows you to select each shape used to represent each
and shareholders is where
process simulation plays a key
object in the model. The default shape palette is called General and
role.” contains shapes that are commonly used for process diagramming.
Other palettes and shapes may also be used if desired.
–Kevin Weiss
President
The Capability Group
Objects
Objects are the graphic shapes in the flowchart. They include:

Entities
The items or people being processed, e.g., products, documents,
customers, etc.

Activities
The tasks performed on entities such as assembly, document approval
or customer checkout.

Resources
The agents used to perform activities and move entities such as
service personnel, operators or equipment.

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 Key Concepts

Connections
Connections are the lines connecting the graphic shapes. They
include:

Entity Arrivals
Define where, when and in what quantities entities enter the system to
begin processing. Entity arrivals are defined by connecting an entity
to the activity or storage where it begins processing. Multiple arrival
connections can be created from an entity to one or more
activities/storages.

Entity Routings
Define the processing flow for entities. An entity routing is defined by
connecting an activity or storage to the next activity or storage in the
processing sequence. An activity or storage may have multiple input
routings and multiple output routings. Entities do not move to the next
activity or storage until there is available capacity and the condition or
rule for routing the entity has been satisfied.

Resource Assignments
Define the use of resources in performing activities or moving
entities. A resource assignment is defined by connecting a resource to
either an activity or a routing depending on whether it is used for an
activity or to make a move. Resources may be captured before any
activity or routing and freed after any activity or routing. Multiple or
alternative resources may be used for an activity or routing.

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Introduction To Process Modeling

Detailed Directions
This section provides the step-by-step instructions for how to build a
process model. Specifically, it describes how to:
• Define the Process Flow
• Define Resource Assignments
• Enter Process Information
• Simulate your Process Model
• View the Output Reports
“With process simulation as part of
their training, Six Sigma Experts In this tutorial you will build a model of a familiar business process—
will be more successful in a help desk. It illustrates the power and simplicity of creating a
individual projects and companies
working model using ProcessModel. The purpose of the model is to
will be more successful with their
overall Six Sigma deployment.” show how ideas for improvement can be tested using ProcessModel.
This diagram shows the model we will create:
–Rick Murrow
CEO of Air Academy
Associates

Incoming calls arrive at the help desk about every 5 minutes and a
support representative evaluates the nature of each problem. The
representative is able to resolve 75% of the calls immediately.
However, 25% of the calls require that other support representatives
do research and make a return call to the customer. The research itself
combined with the return call requires 20 minutes.

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 Detailed Directions

Anchor Defining the Process Flow

In Brief: Defining the Use this procedure to define all objects and connections in the process
flow.
Process Flow
The first step to take in building a model is to define and connect the
entity and each activity of the process. You will do this by placing
shapes on the layout to represent the entity and each activity in the
1. Click once on the telephone
symbol named Call in the
process sequence. Each shape is connected to the previous shape as it
Shape Palette to select it. is placed on the layout. The diagram will be constructed from left to
right.
2. Move the cursor to the left
side of the Layout and click 1. Click once on the telephone symbol named Call in the
once to place the shape. Shape Palette to select it.
3. Click once on the rectangle
named Process in the
Shape Palette to select it.
4. Move your cursor to the
Layout and position it over
the Call shape. Click on it
and drag to the right.
5. With the Process shape
selected, type Take Call.
6. Click on the rectangle
named Process in the
Shape Palette again.
7. Move your cursor over the
Take Call shape. Click on it
and drag to the right. 2. Move the cursor to the left side of the Layout and click once
8. Type Perform Research. to place the shape.
9. Repeat steps 6 and 7 to
create Return Call
10. Click on the Connector
Line Tool in the Toolbox.
11. Place your cursor over the
Take Call shape. Click on it
and drag down.

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Introduction To Process Modeling

3. Click once on the rectangle named Process in the Shape

Palette to select it.

“Outdated systems crush ideas

that could save a life. Redundant
processes prevent us from
adapting to evolving threats with
the speed and agility that today’s
world demands.” 4. Move your cursor to the Layout and position it over the Call
–Donald Rumsfeld shape. Click on it and drag to the right.
Secretary of Defense
• Notice that your cursor changes shape as you move it over the
Call shape.

• A new shape is placed on the Layout with a double arrow

connection between it and Call. The double arrow indicates
an Entity Arrival into the system. If you do not drag the
shape, the connection will not be made and you will have to
create it manually or delete the new shape and try again.

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 Detailed Directions

5. With the rectangular shape Process selected, type Take

Call.
• If the shape is not selected, simply click on it.

6. Click on the rectangle named Process in the Shape

Palette again.

7. Move your cursor over the Take Call shape. Click on it and
drag to the right.

8. Type Perform Research.

9. Repeat steps 6 through 8 to create Return Call as shown

below:

10. Create an exit routing for the 75% of the calls that the Level
1 representative can handle immediately by clicking on the
Connector Line Tool in the Toolbox.

11. Place your cursor over the Take Call shape. Click on it and
drag down.

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Defining Resource Assignments

In Brief: Defining Resource For this model, you need to define two customer support
Assignments representatives, one to answer calls and one to do research and return
calls. To define these resources, follow these steps:

1. Click on the shape of a person wearing a headset named

1. Click on the shape of a
person wearing a headset Operator in the Shape Pallete.
named Operator in the
Shape Palette.
2. Move your cursor to the
Layout above the Take Call
activity and click to place the
shape, then type Support 1.
3. Repeat steps 1 and 2,
placing the second
Operator shape above the
Perform Research activity
and naming it Support 2.
4. To connect the resources to
their activities, click on the
Connector Line Tool in the
Toolbox. 2. Move your cursor to the Layout above the Take Call activity
5. Place your cursor over the and click to place the shape, then type Support 1.
Support 1 resource, click
once and drag a connection 3. Repeat steps 1 and 2, placing the second Operator shape
down to the Take Call above the Perform Research activity and naming it
activity, then repeat steps 4 Support 2.
and 5 to connect Support 2
to Perform Research.
6. Repeat steps 4 and 5 to
draw a connection from
Support 2 to Return call.

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 Detailed Directions

4. To connect the resources to their activities, click on the

Connector Line Tool in the Toolbox.

5. Place your cursor over the Support 1 resource, click once

and drag a connection down to the Take Call activity, then
repeat steps 4 and 5 to connect Support 2 to Perform
Research.

• Notice the green dots around the perimeter of the activity

boxes when you drag a connection over them.

• Also notice the dashed lines with circles on each end between
the resources and activities, indicating they are resource
connections.

6. Support 2 also returns calls and has to be connected to

that activity. Repeat steps 4 and 5 to draw a connection
from Support 2 to Return call.

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Introduction To Process Modeling

Entering Process Information

In Brief: Entering Process You are now ready to complete the process information for the model.
By double clicking on an entity, activity, resource, or connection, you
Information open the Properties Dialog, which reflects the process information for
that shape.
1. Click on the Selector Tool, In this section, we will define the frequency of arrivals, enter activity
the arrow at the top of the times for the Take Call and Perform Research activities and define
Toolbox. the percentage of calls that go to Perform Research and that exit the
system. Finally, we will add cost information for the resources.
2. Double click on the Entity
Arrival connection between 1. To select any object or connection, click on the Selector
Call and Take Call to open Tool, the arrow at the top of the Toolbox, then click on the
the Properties Dialog. Click
object.
on the drop down menu
arrow next to the Type field
and select Periodic. Type 5
into the field labeled Repeat
every.
3. Double click on the Take
Call activity. Type 2 into the
field labeled Time.
4. Double click on the
connection between Take
Call and Perform
Research. Change the
Percent field to 25.
5. In the New Name field, type
in HardCall.
6. Click on the Perform
Research activity. In the
Properties Dialog, enter 20
in the Time field. 2. Double click on the Entity Arrival connection between Call
and Take Call to open the Properties Dialog. Click on the
7. Click on Return Call and drop down menu arrow next to the Type field and select
enter 3 in the Time field.
Periodic. Type 5 into the field labeled Repeat every (i.e.,
8. Select the Support 2 repeat this arrival every 5 minutes).
resource and click on the
Cost tab. In the Hourly
Cost field, enter 20, for $20
an hour.
9. Select Support 1. Enter 12
in the Hourly Cost field.

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 Detailed Directions

3. To make the duration of the Take Call activity 2 minutes,

double click on the Take Call activity. Type 2 into the field
labeled Time.

4. To define the percentage of the calls that go to Perform

Research, which is 25%, double click on the connection
between Take Call and Perform Research. In the
Properties Dialog, change the Percent field to 25.

• The percent field was automatically set previously to 50

(percent) because two branches were created earlier,
balancing the percentages. After changing this routing to
25%, the other routing exiting down out of Take Call is
automatically updated to 75% since there are only two
percentage routings from this activity.
• While you are in this Percentage Routing Properties Dialog,
you can separate the statistics that are displayed in the output
report for the calls requiring research from the normal calls.
This means that all of the easy call statistics (the ones that can
be dealt with in two minutes) won’t be lumped together with
hard calls. You will be able to see what is happening to
customers requiring advanced help.

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Introduction To Process Modeling

5. In the New Name field, type in HardCall.

• Just by typing in a new name the statistics will automatically

be separated for any entity that follows this path.
“ProcessModel is one of the main
tools in our toolkit. We train every
Black Belt to use it. Recently,
process simulation was critical in 6. The Perform Research activity takes 20 minutes. To enter
streamlining our sales admin this time, click on the Perform Research activity. In the
process… That project alone Properties Dialog, enter 20 in the Time field.
saved between three million and
ten million dollars.”
Angel Rivera
Master Black Belt
Cordis, Johnson &
Johnson

• This would be a good time to further explain the Activity

Dialog general tab. In this dialog there is an Input Queue, a
Capacity and an Output Queue. You can think of these as a
desk containing an inbox, a work area and an outbox. The
default setting is to provide a large inbox, a work area for 1
entity and no outbox.

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 Detailed Directions

7. Since the Return Call activity takes 3 minutes, click on it

and enter 3 in the Time field.

8. Select the Support 2 resource and click on the Cost tab. In

the Hourly Cost field, enter 20, for $20 an hour.

9. Select Support 1. Notice that the Cost tab remains

selected. Enter 12 in the Hourly Cost field.

• You have now completed all of the steps to construct a basic

model.

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Introduction To Process Modeling

Simulating your Process Model

In Brief: Simulating your The model is now complete and you are ready to run the simulation.
Process Simulating your diagram is easy. With a click of the mouse,
ProcessModel transforms this flowchart into an animated process
simulation.
1. Click on the Simulation pull
down menu and select Save 1. Click on the Simulation pull down menu and select Save &
& Simulate. Simulate.
2. Type in Help Desk as the
name of your file and click
on Save.

2. You will be prompted to save your process model. Type in

Help Desk as the name of your file and click on Save.

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 The Simulation Window

The Simulation Window

After the file has been saved, the simulation will begin to run and the
simulation window will appear. As you are watching the simulation,
you may want to take note of the following items:

• Telephone calls moving through the flowchart provide visual

feedback of calls flowing through the process.

• Resources have a status light associated with them indicating

when they are in operation. The status light is green when the
resource is being utilized and blue when it is idle.

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Introduction To Process Modeling

• Counters are located above and to the left of each activity.

"I've long ago left management of They represent the number of calls waiting to process.
the industrial engineering function
in our company (Thiokol
Propulsion), but I'm continually
impressed with the capability and
utility of your software product
based both on the monthly stories
published in your magazine and
the applications for the modeling
software at our company. Keep up
the good work!"
–Jim Ekstrom
Thiokol

• The speed of the simulation can be controlled by moving the

Speed Control Bar left for slower, right for faster.
• An on-screen Scoreboard keeps track of system statistics
such as Quantity Processed, Cycle Time, Value Added
Time, and Cost Per Unit.

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 The Simulation Window

Viewing the Output Reports

In Brief: Viewing the The reports and graphs in the Output Module can provide you with the
Output Detail information you need to make better decisions that will result in
achieving the goals of the company, organization, or group. You will
be able to identify problems and opportunities that may not have been
readily apparent at the outset. You could find potential processing
1. Click on Yes in the Yes / No
question box that pops up bottlenecks, under-utilized resources, or unused capacity.
after the simulation run There are two types of output reports. One is an Output Summary
ends. which gives basic management overview information. The other
2. Scroll down towards the provides Output Detail in the form of graphs, charts, and other
bottom of the report to view decision-making information for the model builder.
the Resource States By
Percentage and Entity
Summary sections. Viewing the Output Detail
3. Click on the button depicting
1. Click on Yes in the Yes / No question box that pops up after the
a bar graph called View a
simulation run ends.
State or Utilization
Summary Graph.
4. Select Resource States
from the State and
Utilization Graph window
and click on OK.
5. Click anywhere on the bar
next to Support 2 to view
this information in a pie
chart. • Clicking on Yes will open the Output Detail report as shown
below.
6. To exit after the output data
has been reviewed and
analyzed, click on the File
menu and select Exit.

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Introduction To Process Modeling

2. Scroll down towards the bottom of the report to view the

Resource States By Percentage and Entity Summary
sections.

• You can see that Support 1 was in use 40% of the time, and
Support 2 is in use almost all the time. This imbalance may
indicate a problem area in your process. You may want to add
more resources, change the assignment of resources or be
prepared to have customers wait for extended periods for
support. With ProcessModel, you can experiment with many
different options to find the optimal solution.

• Move your cursor along the buttons at the top of the screen.
The name of each button appears in the lower left hand corner
of the screen as you pass your cursor over it.

3. To view this information in a graph, click on the button

depicting a bar graph called View a State or Utilization
Summary Graph. It is the seventh button from the left.

• You will see the State and Utilization Graph window.

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 The Simulation Window

“Process simulation should be a

part of every Black Belts toolkit.
Over time, Black Belts are forced
to look beyond the low hanging
fruit. And that typically means
working with processes that are 4. Select Resource States from the State and Utilization
more complex and difficult to Graph window and click on OK.
visualize. Tools like ProcessModel
become invaluable.”
–Steve Fleming,
CEO of Sigmax
Solutions

5. Click anywhere on the bar next to Support 2 to view this

information in a pie chart.

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Introduction To Process Modeling

6. To exit after the output data has been reviewed and

analyzed, click on the File menu and select Exit.
In Brief: Viewing the
Output Summary

1. To view the Output

Summary, click on View
and select Output
Summary.
2. To see the total cost for
running the process for the
week, click on Total Cost.
3. To see the average cost of
each entity type, click on
Entity Cost.
4. To obtain cost breakdowns
for the resources in the
process, click on Resource
Cost. Viewing the Output Summary
5. To obtain cycle time for each 1. To view the Output Summary, click on View and select
entity type that exits the
Output Summary.
model, click on Cycle Time.
6. To obtain the amount of
cycle time that adds value to
the entity, click on Value
Added Time.

• The Output Summary provides information that a business

manager would require to make a decision on a process
change.

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 The Simulation Window

2. To see the total cost for running the process, click on Total
Cost.

• Total Cost represents the sum of all the cost to run the process
plus the addition of all unused resource costs.

3. To see the average cost of each entity type, click on Entity

Cost.

• Entity Cost provides you with a realistic picture of the cost to

produce one entity. Unused resource costs are applied to each
entity type so you get a realistic picture of all costs involved
in producing an entity.

4. To obtain cost breakdowns for the resources in the process,

click on Resource Cost.

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Introduction To Process Modeling

• Resource Cost provides a breakdown of the cost of the

resource for time utilized and for the time that the resource
was utilized. This table helps you to quantify the resource
waste in your process.

5. To obtain cycle time for each entity type that exits the
model, click on Cycle Time.

In recent years, forward-thinking

companies like IBM, Texas
Instruments, and Duke Power
have begun to make the leap from
process redesign to process
management. These companies
are emerging from all those
changes as true process
enterprises--businesses whose • Cycle Time is the length of time that an entity remains in the
management structures are in simulation model. Cycle Time is given as a average.
harmony, rather than at war, with
their core processes. And their 6. To obtain the amount of cycle time that adds value to the
organizations are becoming much
entity, click on Value Added Time.
more flexible, adaptive, and
responsive as a result.
Michael Hammer
Harvard Business
Review

• Value Added Time is broken into Value Added, Non Value

Added, and Book Value Added. These breakdowns allow you
to determine what part of your process provides the values
and what part does not.

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 Overview

“The strongest benefit I see

Using ProcessModel to Improve
from ProcessModel is actually
seeing a simulated process.
Processes
You can always give a paper
presentation and tell people
what changes they should
Now that you know a little about how to build a ProcessModel, this chapter
make, but with ProcessModel, will focus on how to use the software to make process improvement
they can actually see how their decisions. Like Chapter 1, it is designed as a hands-on exercise that can be
flow can improve. I can show followed using the software. To make this exercise more realistic, we will
people areas their hurting in, use a slightly more complex version of the Help Desk model you just
where their bottlenecks are,
created. Specifically, this chapter contains the step-by-step instructions to
and, basically where they can
save money. The visualization help you learn how to:
aspect of ProcessModel helps
• Open the New File
out tremendously.”
–Todd Vernon • Run the Simulation
GE Capital Auto
Financial Services • Print and Analyze the Output Reports
• Change the Model

In addition, this chapter answers the following questions:

1. How does ProcessModel calculate cost?

2. What are the current output results of the Help Desk process?

3. What goals should be met by improving the process?

4. What changes can be made to the process?

ProcessModel Overview / 1
Overview

Key Concepts
We will be using a simple model of a familiar business process to
quickly demonstrate the power of simulation as a decision-making
tool. The same techniques can also be applied to understand and
improve extremely complex processes. You will be shown a
ProcessModel of a hypothetical help desk that accurately reflects the
process as it is currently performed.You will then have an opportunity
to identify specific process improvement opportunities and test the
results of any changes against pre-determined goals.

"In every potential customer This section presents the concepts necessary to successfully complete
briefing we demonstrate the this exercise. Specifically you need to understand:
modeling and simulation
capabilities of ProcessModel.
Every customer has sat in awe of The Business Case
the simulation and have remarked
that they were unaware of how • The help desk is open Monday through Friday from 8:00 a.m. to
easily and quickly models can be
made."
5:00 p.m.
–Chuck Aucoin • Calls arrive in a normally distributed pattern, with extra calls on
Senior Process Monday to reflect the help desk being closed on weekends.
Simulation Engineer,
Dynamics Research • All processing times are expressed as distributions to simulate
Corporation randomness.
• Calls on hold for 5 minutes become abandoned
• It takes Support1 about 3 minutes to answer and resolve 75% of
the calls. T(2,3,4)
• The information from the other 25% of the calls is passed on to
Support2 for additional research.
• It takes about 20 minutes to perform the research. T(15,20,25)
• It takes about 5 minutes for a supervisor to review the research.
T(2,5,8)
• It takes about 5 minutes for a Support2 to call the customer back
and relay the information. T(3,5,7)
• To simplify the model for our purposes, the only costs associated
with the process are the salaries of the personnel.
• Support1 makes $12/hr., Support2 makes $20/hr., and the
Supervisor makes $30/hr.
• We have set the simulation run time for one week, ending at 6:00
p.m. on Friday.

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 Key Concepts

Current Results
• It currently costs $2,786.12 to run the process for one week.
• About 34 calls a week are lost because they are not answered
within 5 minutes.
• Calls requiring research take an average of 5.6 hours to complete.
• The Support2 resource is busy 97% of the time, but Support1 only
52% of the time.

Prioritized Goals
• Reduce the total cost of running the process for a week to less
than $2,025.
• Answer every call within 5 minutes
• Resolve every customer issue within 1 hour and 15 minutes.
• If possible, balance resource utilization so that no one resource is
overburdened.

ProcessModel Cost Calculations

The cost shown in the Output Detail report reflects Activity Based
Costing. It calculates the cost for individual entities based on the cost
of associated resources and the amount of time an entity is being
processed by those resources. It does not calculate the cost of
resources when they are not actively processing an entity. To view the
total operating cost of the process, you need to view the Output
Summary report.

Changes to Make
You are free to make any changes to the model that you think will help
reach the specified goals. However, this chapter contains step by step
instructions for the following changes you may want to consider:
• Eliminating any non-value-added activities
• Investing in a new database that will reduce the average research
time
• Upgrading the web site and phone system to answer more
questions and re-direct callers, thereby reducing call volume
• Cross-training resources
• Hiring an additional resource

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Overview

Detailed Directions
This section provides the step-by-step instructions for completing the
exercise that will illustrate how to use ProcessModel to make
decisions. Specifically, it describes how to:
• Open the New File
• Run the Simulation
• Print and Analyze the Output Report
• Change the Model

“I have used ProcessModel to Whenever you make changes to a model for the purpose of comparing
support the development of New
Product Introduction in a number
the output results and making process improvement decisions, you
of countries. It has proved should only make one change at a time. You should save the model
immensely valuable in under a new name after each change so you can run a separate
understanding process capability. simulation to isolate the results of each change. You can then save
I see ProcessModel as an models that test combinations of changes until your process
invaluable tool.”
improvement goals are accomplished.
–David Jeffries
GE Global Consumer
Finance

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 Detailed Directions

Opening the New File

1. Click on the File pull-down menu in the upper left hand
corner of the screen and select Open.
In Brief: Opening the New
File

1. Click on the File pull-down

menu in the upper left hand
corner of the screen and
select Open.
2. Select Tutorial and click on
Open.

2. Select Tutorial and click on Open.

• If the Demos folder does not open automatically, you may

need to navigate to find it. Typically, ProcessModel will
install the following sequence of directories:
• C:Program Files\ProcessModel4\Models\Demos\Tutorial

ProcessModel, Inc. ProcessModel Overview / 5

Overview

• When you open the Tutorial file, the following model will
appear:

“Continual pressure to accomplish

more results with the same, or
even reduced, resources has led
to an assessment and analysis of
where resources are expended.
Sarasota County Government has
embraced ProcessModel as an aid
in our efforts to this end. We have
found this software useful not only
in quantifying the steps of a
process, but also in clarifying and
communicating those steps.”
–Lora Hegener,
IT Project Manager
Sarasota County
Government

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 Detailed Directions

Running the Simulation

1. Click on the Simulation pull-down menu and select Save &
In Brief: Running the Simulate.
Simulation

1. Click on the Simulation

pull-down menu and select
Save & Simulate.
2. Click on Yes in the Yes / No
question box that pops up
after the simulation run
ends.
2. Click on Yes in the Yes / No question box that pops up after the
simulation run ends.

• Clicking on Yes will open the Output Detail report as shown

below.

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Overview

Printing and Viewing the Output Report

1. Click on the File pull-down menu from the Output Report
In Brief: Printing and Screen and select Print.
Viewing the Output Report

1. Click on the File pull-down

menu from the Output
Report Screen and select
Print.
2. Click on OK in the Print
Window.
3. Find the Resources section
of the report and make a
note of the % Utilization.
4. Find the Entity Summary
section and make a note of 2. Click on OK in the Print Window.
the Qty Processed for
Abandoned, the Average
Cycle Time, and the
Average Cost.
5. Close the Output Report by
clicking on the X in the
upper right hand corner of
the screen.
6. Click on the View pull-down
menu and select Output
Summary.
7. Click on Total Cost to view
the total operating cost of
running the process for one
week.
3. Find the Resources section of the report and make a note
of the % Utilization.

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 Detailed Directions

4. Find the Entity Summary section and make a note of the

Qty Processed for Abandoned, the Average Cycle Time,
and the Average Cost.

• The cost shown in the Output Detail report reflects Activity

Based Costing. To view the total operating cost of the process,
“I have had some great
experiences with Process Model. you need to view the Output Summary report as shown
Process Model really helps to below.
drive discipline in the process
mapping of our procedures. It has 5. Close the Output Report by clicking on the X in the upper
been a real eye-opener and helps right hand corner of the screen.
to illustrate bottlenecks.
ProcessModel certainly should be 6. Click on the View pull-down menu and select Output
part of the Six Sigma toolbelt.” Summary.
–Todd Brognan
GE Energy Services

ProcessModel, Inc. ProcessModel Overview / 9

Overview

7. Click on Total Cost to view the total operating cost of

running the process for one week.

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 Detailed Directions

Changing Your Model

You are free to make any changes to the model that you think will help
reach the specified goals. However, you may want to consider
beginning with the following changes:

Eliminating the Non-Value Added Steps

In Brief: Eliminating the Often times processes evolve over time, especially in businesses that
are experiencing rapid growth. Frequently this evolution results in
Non-Value Added Steps adding process steps that lose their value as things continue to change.
These non-value-added steps are typically easy to identify once an
organization focuses on finding them. If your use of ProcessModel
1. While holding down the Shift helps you identify such steps, removing them from the model is easy.
key, click once each on the
Supervisor resource and the 1. While holding down the Shift key, click once each on the
Supervisor Review activity Supervisor resource and the Supervisor Review activity
to select them. to select them.
2. Press the Delete key and
the Delete/Cut Verification
box will appear:
3. Click on the Yes button, and
the Supervisor and
Supervisor Review shapes
will be deleted.
4. Click on the File menu and
select Save As.
5. Name the file No Supervisor
and click on Save.

2. Press the Delete key and the Delete/Cut Verification box

will appear:

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Overview

3. Click on the Yes button, and the Supervisor and

Supervisor Review shapes will be deleted.

“Within ProcessModel, there is

great application to six sigma. GE 4. Click on the File menu and select Save As.
thrives on sigma levels, and
ProcessModel shows us how we
can reach our targeted goal.
ProcessModel is definitely a
value-adding tool.”
–Todd Vernon
Black Belt,
GE Capital Auto
Financial Services

5. Name the file No Supervisor and click on Save.

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 Detailed Directions

Reducing Activity Times

Sometimes the actual time to perform a given process step can be
In Brief: Reducing Activity reduced. This is often accomplished by the use of technology. Some
TImes examples include networks, databases, or peripherals like Palm Pilots
and barcode scanners.
1. Click on the Perform Research activity to open the
1. Click on the Perform Properties Dialog.
Research activity to open
the Properties Dialog. 2. Click and drag across the Time field in the Perform
2. Click and drag across the Research Properties Dialog to highlight it.
Time field in the Perform
Research Properties Dialog
to highlight it.
3. Type T(10,15,20) with no
spaces. This is a triangular
distribution which means
that it takes at least 10,
3. Type T(10,15,20) with no spaces. This is a triangular
usually 15, and sometimes
20 minutes to Perform distribution which means that it takes at least 10, usually 15,
Research. and sometimes 20 minutes to Perform Research.
4. Click on the File menu and 4. Click on the File menu and select Save As.
select Save As.
5. Name the file Faster
Research and click on Save.

5. Name the file Faster Research and click on Save.

ProcessModel, Inc. ProcessModel Overview / 13

Overview

Adding Resources
Hiring new team members is expensive. ProcessModel can help you
In Brief: Adding Resources assess the impact of potential new team members before you go
through the costly hiring and training process.

1. Click on the Support1 1. Click on the Support1 resource. This will open the
resource. This will open the Properties Dialog box.
Properties Dialog box.
2. Enter the number 2 in the
Quantity field, as shown.
3. Click on the Take Call
activity. This will open the
Properties Dialog box.
4. Enter the number 2 in the
2. Enter the number 2 in the Quantity field, as shown.
Capacity field, as shown.
5. Click on the File menu and 3. Click on the Take Call activity. This will open the Properties
select Save As. Dialog box.
6. Name the file Additional
Resource and click on Save.

4. Enter the number 2 in the Capacity field, as shown.

5. Click on the File menu and select Save As.

6. Name the file Additional Resource and click on Save.

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 Detailed Directions

Cross-Training Personnel
Making better use of existing staff is usually a better alternative than
In Brief: Cross-Training additional hiring. Cross-training is a way of providing current
Personnel employees with the skills to perform new responsibilities.
ProcessModel can easily help you evaluate the effect of having
existing resources help out in other areas.
1. Click on the Connector Line
Tool near the upper left 1. Click on the Connector Line Tool near the upper left
corner. corner.
2. Click on the Connector Line
Tool near the upper left
corner.
3. Since you now have 2
additional resources
available, click on Perform
Research, and increase the
capacity to 3.
4. Click on the File menu and
select Save As
5. Name the file Cross Train
and click on Save.
2. Click once on Support1, then move your cursor to the
connection between Support2 and Perform Research.
When you see a small flashing circle on the end of the
cursor, click again to place the connection.

• The Properties Dialog will show that this is an Alternate

Routing.

ProcessModel, Inc. ProcessModel Overview / 15

Overview

3. Since you now have 2 additional resources available, click

on Perform Research, and increase the capacity to 3.

4. Click on the File menu and select Save As

“Using the power of simulation to

model processes, Newport News
Shipbuilding is able to illustrate
high cost process flows and
recommend cost saving solutions.
ProcessModel helps us identify
the redundancies in a process, the
waste, and the non-value added
activities.”
–Mark Ristow
Production Engineer
Newport News
Shipbuilding 5. Name the file Cross Train and click on Save.

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 Detailed Directions

Reducing Entity Arrivals

Companies can sometimes decrease the amount of work coming into
In Brief: Reducing Entity
the system. Examples include the call center which implements a new
Arrivals phone menu system that answers some of the most common
questions, or the company that adds more details to their on-line FAQ
list. Outsourcing of a particular type of work is another example of
1. Click on the Entity Arrival
how this may be accomplished.
Routing (double-headed
arrow) between Call and
Take Call to open the 1. Click on the Entity Arrival Routing (double-headed arrow)
Properties Dialog. between Call and Take Call to open the Properties Dialog.
2. Click on Define Pattern to
open the Daily Pattern box.
3. Click on the Quantity field
and change the 65 to 60,
then click on the 12:00pm -
5:00pm, N(55,5) line in the
Start-End, Quantity field.
4. Click on the Quantity field 2. Click on Define Pattern to open the Daily Pattern box.
and change the 55 to 50,
then click on Tuesday in the
Day field.
5. Click on the Quantity field
and change the 48 to 45,
then click on the 8:00am -
12:00pm, N(48,2) line in the
Start-End, Quantity field.
6. Click on the Quantity field
and change the 48 to 45,
then click on the Copy Day
button.
7. Click on Wednesday in the
Day field, then click on the
Paste Tuesday button.
8. Repeat Step 7 for Thursday
and Friday, then click on the
Close button.
9. Click on the File menu and
select Save As..
10. Name the file Reduced
Arrivals and click on Save..

ProcessModel, Inc. ProcessModel Overview / 17

Overview

3. Click on the Quantity field and change the 65 to 60, then

click on the 12:00pm - 5:00pm, N(55,5) line in the
Start-End, Quantity field.

“ProcessModel is well suited for

analyzing, understanding and
improving various logistical and
business processes. It was selected
because it is user friendly, flexible,
cost effective, and it provided the
detailed features to satisfy the
project requirements.”
Scott Sutherland
PricewaterhouseCoopers, 4. Click on the Quantity field and change the 55 to 50, then
LLP click on Tuesday in the Day field.

5. Click on the Quantity field and change the 48 to 45, then

click on the 8:00am - 12:00pm, N(48,2) line in the
Start-End, Quantity field.

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 Detailed Directions

6. Click on the Quantity field and change the 48 to 45, then

click on the Copy Day button.

7. Click on Wednesday in the Day field, then click on the

Paste Tuesday button.

8. Repeat Step 7 for Thursday and Friday, then click on the

Close button.
9. Click on the File menu and select Save As.
10. Name the file Reduced Arrivals and click on Save.

ProcessModel, Inc. ProcessModel Overview / 19

Overview

Next Steps
We hope this tutorial has given you a feel for how ProcessModel
software can be used to improve business processes. Visit our website
to discover how other companies in your industry have been
successful, or call us at the number below. The ProcessModel team
will be happy to help you determine what an implementation might
look like at your organization.

ProcessModel, Inc.
132 W. Center St. Ste 301
Provo, Utah 84601
801-356-7165 phone
801-356-7175 fax
www.processmodel.com
[email protected]

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