kpmg

Process Mapping
 Module Objectives

By the end of this module, the participant will

be able to:

Understand need for process mapping

Apply various types of process maps in a project

Utilize flow charts and other charts to map a process

Prepare a detailed Process Map

Why Are Process Maps Used?
Document the actual process
Show the relationship of process steps
or Y = f(X)
Identify the location and quantity of
defects
Locate value added and non-value
added steps of a process
Lead to improvement next steps
Communicate information
Train employees on the process
 What is a Process Map?

What is a Process Map?

What will a Process Map identify?

When do you apply the process mapping

tool?

What are the results of mapping a process?

Detailed mapping can be used on ANY process and is a LIVING

document
 Versions of a Process
At Least Three Versions

What You Think It Is... What It Actually Is... What You Would
Like It To Be...
 Levels Of A Process

Business Business
Process Development
(Strategic)

Business Sales Underwriting Contracting

Customer
Processes Service

High Level
Supplier Terms Docs Negotiate Close Customer
Process Map
(ext.) Customers
Underwriters (int.) Cust. Service Dept.

Detailed
Sub-Process
Map
Tasks Procedures
 Process Map

Should describe
- Major Activities / Tasks
- Sub-processes
- Process Boundaries
- Process Input Variables (Xs)
- Process Output Variables (Ys)
- Customers & Suppliers
 SIPOC Benefits

Documents a process as it moves from

suppliers parts to customers product

Includes information:
- necessary to balance competing customer requirements
- identify gaps
- verify team and information resource requirements

Helps drive Process Owners to use the right

metrics and verify them continuously with the
customers and suppliers
 Basic Structure of SIPOC

Requirements Requirements

S I P O C
Suppliers Inputs Process Outputs Customers
Input Boundary Output Boundary

High Level Process Map also known as SIPOC

 SIPOC Business Process
Example: Identify Process

New
Employment
Process
 SIPOC Business Process
Example:
Identify Customers of the
Process
New
Employment Customers
Process Manager

Co-workers

External Customers

Other Departments
 SIPOC Business Process
Example: Identify Outputs &
Link With Customers

New
Output Customers
Employment
Process New Employee Manager

Co-workers

External Customers

Other Departments
 SIPOC Business Process
Example:
Identify Suppliers to the
Process
New
Suppliers Output Customers
Employment
Executive Process New Employee Manager
Committee
Co-workers
Department
Managers External Customers

Recruiters Other Departments

Etc.
 SIPOC Business Process
Example: Identify Inputs
Linked with Suppliers

New
Suppliers Input Output Customers
Employment
Executive Manpower Need Process New Employee Manager
Committee
Hiring Budgets Co-workers
Department
Managers Requisition External
Customers
Recruiters Job Descriptions
Other
Etc. Candidates Departments
 SIPOC Business Process
Example:

New
Suppliers Input Output Customers
Employment
Executive Manpower Need Process New Employee Manager
Committee
Hiring Budgets Co-workers
Department
Managers Requisition External
Customers
Recruiters Job Descriptions
Other
Etc. Candidates Departments
 Business Process SIPOC
Exercise
In teams, complete a SIPOC map for Any
process in your department.

Identify Suppliers, Inputs, Outputs and

Customers of the process.

(15 min.)
(5 min. debrief)
 Catapult SIPOC Exercise

In teams, complete a visual SIPOC map for the

process you used for launching the catapult

(15 min.)
(5 min. debrief)

Use Problem Statement information from previous module

 SIPOC Form Guide - Excel Version

S I P O C
Suppliers Inputs Process Outputs Customers
(Providers of (Resources ( Top level (Deliverables (Anyone who
the required required by description of from the receives a deliverable
resources) the process) activity) process) from the process)
Requirements Requirements
What does the
process expect
from each What does
Who is the
input?
Boundary each customer
supplier of
expect from
each input?
When does the each output?
What are the
process start?
outputs from
the process?
What Inputs are
required to
enable this
process to What is the
occur? process? Who is the
customer of
each output?

When does the

process end?

Boundary
 SIPOC Business Process
Example
Excel Method
Suppliers Inputs Process Outputs Customers
(Providers of the required (Resources required by the (Top level description of the (Deliverables from the (Anyone who receives a
resources) process) activity) process) deliverable from the process)
Requirements Requirements

Qualified Manager
Executive Committee Manpower Needs
Fits xyz
Hiring Budgets culture
Co-worker
Oriented to
Requisition New Employment Hiring Business
New Employee
Department Managers Process
Setup for Other
payroll benefits Departments
Job Descriptions
Recruiters Qualified
Candidates External
Customer Customers
Focused
Detailed Process
Mapping
 Detailed Process Mapping
Symbols

Process Step or Operation (White)

Delay (Red)

Measurement, Quality Check, or

Inspection (Yellow)

Storage (Yellow)

Decision (Blue)

Transport or Movement of Material or

Transmission of Information (Yellow)

BK1-2PROCESS MAP
 Basic Structure

Scrap

Bad
Bad

Good

Good
How many Process or Operation Steps are there?
How many Decision Points?
How many Measurement / Inspection Points?
Where are the Bottlenecks?
How many Re-work Loops?
Warehouse
 Definitions

VALUE ADDED

A step in an industrial or business process that,

given a choice, the customer is willing to pay for
- Includes those activities that are required by contract or law
- Anything, if you left it out, which would impact customer
satisfaction

NON VALUE ADDED

Any activity, when left out, that does not directly

impact the customer and may incur no
dissatisfaction
- These steps may be necessary to support VALUE ADDED
steps however
 Process Mapping Steps

1. Complete High Level Process Map

2. Identify all steps in the process, including
value added and non-value-added, cycle time,
defect / yield data and all rework loops
3. Determine outputs at each step (process and
product)
4. List inputs and classify input variables
5. Add operating specifications and process
targets for the controllable input variables

5 Easy Steps
 Why List the Inputs and
Outputs?

Xs are sources of variation

Variation causes defects
Xs must be under control to prevent defects
Root cause of defects is the variation of Xs
Ys are outputs of processes and include
failure modes of processes
Defects are also outputs of a process step

To reduce defects!
 Input Classifications

Controllable Inputs (C)

- Can be changed
- Sometimes called Knob Variables

Noise Inputs (N)

- Difficult or impossible to control or choose not
to

Standard Operating Procedures (S)

- Procedure for running process
 Step 1 Example:
Pasta High Level Map

Pasta High Level Process Map

Cooking
Suppliers Input Output Customers
Pasta
Restaurant Owner Raw Pasta Cooked Patrons
Grocery Store Pan Owner
Pasta
H2O Cook
Cup
Stove
Spoon
Salt
Oil
 Step 2 Example :
Identify All Process Steps

Pasta Process Map

Designate steps as value-added or non-value-added
Rework
.01 DPU

No
.5 MINUTE 6 MINUTES .25 MINUTE 9 MINUTES

Input Add water, Boil Add Cook Done? Output

salt & oil Water Pasta Pasta Yes
Raw Pasta A Cooked
Pan VA NV VA VA Pasta
H2O
Stove
Spoon
Salt
Oil Add cycle time, defect / yield data and ALL rework loops
 Step 3 Example :
Determine Outputs for Each
Step
Pasta Process Map Rework
.01 DPU

No
.5 MINUTE 6 MINUTES .25 MINUTE 9 MINUTES

Input Add water, Boil Add Cook Done? Output

salt & oil Water Pasta Pasta Yes
Raw Pasta
VA A VA VA
Cooked
Pan NV Pasta
H2O Boiling Water Properly Cooked
Stove Water Remaining
Spoon Steam
Cup
Salt
Oil

What are the outputs for the other steps?

 Step 4a Example :
List Inputs for Each Step

Rework
Pasta Process Map
.01 DPU

VA NVA VA VA
No
.5 MINUTE 6 MINUTES .25 MINUTE 9 MINUTES

Input Add water, Boil Add Cook Done? Output

salt & oil Water Pasta Pasta Yes
Raw Pasta Amt. of Salt Cooked
Amt. of Oil Pasta
Pan
Lid or Not Boiling Water
H2O Altitude Time Properly
Water Remaining
Stove Ambient Temp Steam Lid or Not Cooked
Spoon Time Type of Pasta
Cup Minerals in H2O Amount of Pasta
Altitude
Salt Pan Material
Ambient Temp
Oil Pan Size
Cooking instructions
Pan Condition
Boiling Instructions
BTUs
 Step 4b Example :
Classify Input Variables

Rework
Pasta Process Map
.01 DPU

VA NVA VA VA
No
.5 MINUTE 6 MINUTES .25 MINUTE 9 MINUTES

Input Add water, Boil Add Cook Done? Output

salt & oil Water Pasta Pasta Yes
Raw Pasta Cooked
Pan C Amt. of Salt
Pasta
C Time Properly
H2O C Amt. of Oil Boiling Water
C Lid or Not Cooked
C Lid or Not Water Remaining
Stove N Altitude Steam C Type of Pasta
C Amount of Pasta
Spoon N Ambient Temp.
N Time N Altitude
Cup N Minerals in H2O N Ambient Temp
S Cooking Instruction
Salt C Pan Material
C Pan Size Key
Oil C or N Pan Condition
S Boiling Instructions C -Controllable
C BTUs S - SOP
N - Noise
 Step 5 Example:
Add Operating Specifications

Pasta Process Map Rework

.01 DPU

VA NVA VA VA
No
.5 MINUTE 6 MINUTES .25 MINUTE 9 MINUTES

Input Add water, Boil Add Cook Done? Output

salt & oil Water Pasta Pasta Yes
Raw Pasta Cooked
Pan C Amt. of Salt
Pasta
C Time Properly
H2O C Amt. of Oil Boiling Water
C Lid or Not Cooked
C Lid or Not Water Remaining
Stove N Altitude Steam C Type of Pasta
C Amount of Pasta
Spoon N Ambient Temp.
N Time N Altitude
Cup N Minerals in H2O N Ambient Temp
S Cooking Instructions
Salt Controllable C Pan Material
Upper
Target C Pan Size Lower Key
Oil Input Variable C orSpec Spec
N Pan Condition
S Boiling Instructions C -Controllable
Time (minutes) 9 10 8
C BTUs S - SOP
Amount of N - Noise
Pasta (ounces) 16 18 14
 Process Mapping Excel
Method
Value
Added/
Non
value
Input Type Process Added Output
Add water,
salt and
Amount of water Controllable water VA Ingredients added
Amount of salt Controllable CT=.5 minutes
Amount of oil Controllable DPU=?
Pasta instructions SOP COPQ=?

Amt. of Salt Controllable Boil Water NVA Boiling Water

Amt. of Oil Controllable CT=6 minutes Water Remaining
Lid or Not Controllable DPU=? Steam
Altitude Noise COPQ=?
Ambient Temp. Noise
Time Noise
Minerals in H2O Noise
Pan Material Controllable
Pan Size Controllable
Pan Condition Controllable or Noise
Boiling Instructions SOP
BTUs Controllable

Can be effective, however, difficult to show rework loops

 Tips In Process Mapping

Clarify process boundaries

Brainstorm steps

- Use verbs

- Do not include who in step description

Combine, eliminate duplicates, clarify steps

 Catapult Process Map
Exercise
In teams, complete a detailed map for the process you
used for launching the catapult (steps 2-5, slide 19)

(45 min.)
(15 min. debrief)

Set-up Place Ball Pull Back Arm Release Measure

catapult in pocket Distance
 Additional Breakout Sessions

In teams, pick one of the following and go

through the process mapping procedure
Examples
- Making coffee (buy, set-up, brew, serve)
- Getting to work (wake, clean, dress, eat, travel)
- Paying bills (open mail, review, write check, mail out)
Choose leader, spokesperson, timekeeper,
scribe
As a team, be prepared to present the map on
a flipchart easel
 Success Factors

Team members
Time and scheduling
Method
Involve stakeholders
Multiple opinions

Involve people who know (focus on) the current process

 Preparing the Process Map

Team Effort Inputs to Mapping

Brainstorming
- Cross Functional
Operator Manuals
- Process Owners

- Customers Specifications

- Suppliers Process Owner Experience

Involve people who know (focus on) the current process

 Traps to Avoid

Depth

Choosing wrong level

costs time and effort

Accuracy

Incorrect information

Too much detail

Too little detail

 Additional Maps

Common flowchart

Top-down flowchart

Functional or Deployment
flowchart

Others

Useful in generalbut do NOT provide the

detail required for full analysis
 Common Flowchart

Help
Start Snooze Wait Kids

No No No
Wake Bath Free
Ready? Shower Kids Ready
Up
Yes ? Yes ?
Yes

OK Wave
Eat Drive Traffic? Go Late? To
No Boss
Heavy Yes
Change
Route
Sneak
In
Stop
 Top-Down Flowchart

Two levels of detail

Summarizes how it is supposed to work
Used to describe not analyze
Card Dropping

Pick Position Drop

Deck on table Foot on x Align arm

Pick one Stand straight Hold still
Thumb and forefinger Face target Release fingers
Do not bend Hand: shoulder height Free fall
Card vertical
 Functional or Deployment Flow
Diagram
Business
Unit

Define Prepare Review & Receive &

needs paperwork approve use

Review &
Configure
I.T.

approve
& install
standard
Procure- Top Mgt/ Finances

Review & Issue

approve payment
Corporate

Review &
approve

Acquire
ment

equipment

Supplier Supplier

17
21 days 6 days 15 days 5 days days 7 days 71 days
 Links to Other Tools

A consensus map of how the process performs

which provides input to:
- Cause and Effects Matrix
- Failure Mode Effects Analysis (FMEA)
- Control Plan Summary
- Capability Summary
- Multi-Vari Studies
- DOE planning
 Next Steps

Detailed Process Cause and

Map Effects Matrix

Initial Control Plans FMEA

DETAILED Process Mapping is the foundation of many other

Breakthrough Strategy tools
 Key Learning Points

SIPOC

Process Mapping

Input classification

VA / NVA
 Module Objectives Review

The participant will be able to:

- Understand need for process mapping

- Apply various types of process maps in a project

- Utilize flow charts and other charts to map a process

- Prepare a detailed Process Map

Appendix
 Initial Assessment of Control
Plan
Start an initial assessment after process map is complete
Add
- Measurement technique
- Operating specifications
- Targets

Current Control Plan

Current
Process Spec Cpk / Date
Measurement %R&R Control
Process Step Input Output (LSL, USL, (Sample Who Where When Reaction Plan
System or P/T Method (from
Target) Size)
FMEA)

Open file control.xls

 Transactional Example

Request is put
Checklist Incomplete
into Checklist rotation 1 Day - 21 Days

Yes

Account Mgr. prepares

Account Mgr. reviews Request is sent to
request to Pricing Dept. Request need to
product and prices with No Pricing Dept. Admin.
for special pricing be checklisted
customer Support for Typing

Request Not Sent Mail Keystroke Errors

Request Lost E - Mail Misunderstanding of Request
Request Incomplete Fax 5 Min - 1/2 Days
No Formal Format MS - Mail
1 Day - 5 Days Phone

Signed Letter given

Typed Letter Typed / Signed
back to Pricing Dept.
taken back to Pricing Letter given to MPMP Product Code / Price is
Admin. Support for
Specialist for Review Entry Specialist for Active in Billing System
Distribution to
and Signature Billing system input
approved list

5 Min - 1/2 Day 5 Min - 1/2 Day Keystroke Errors

Misunderstanding of Request
1 Day - 3 Days

BK1-2PROCESS MAP
 Corrective Action Guidelines
Start

Used to determine Fix Battery Position

Wrong
Battery Pos.

cause of failures OK

Troubleshooting Yes
Light ?
No

Bad
Replace Battery Test Battery

OK
Yes No
Light ?

Bad
Replace Bulb Test Bulb

OK

Stop Light ? Buy New Flashlight

Yes No
 Data Flow Diagram

Brokerage System Payables

Data Flow Diagram Records

Payable

Advance Purchase
Seller Settlement
Seller on Agreement
ID #
Purchase #

Settlement

Agreement
to Purchase

Deliveries
 Another Industrial Engineering
Example
Deliverable Generic Widget Product
Process Total Manaufacturing
Champion Joe Toofast
Department ABC
Organization XYZ
Project NA
Facility Idaho
Step Step Description Work Verify Fix Move Delay Store Unit Description Dist Time OP
1 Receive steel X Steel bar stock 37.2
2 Perform inspection X 5.5
3 Complete documentation X 1.4
4 Transport to cut-off X 237 5.3
5 Execute cut-off operation X Steel cube stock 7.7
6 Perform inspection X 1.5
7 Rework as required X 4.6
8 Complete documentation X 0.5
9 Transport to milling X 382 11.4
10 Execute milling operation X Finished part 5.6
11 Perform inspection X 1.2
12 Rework as required X 1.5
13 Complete documentation X 0.5
14 Transport to assembly X 265 8.7
15 Execute assembly operation X Finished Widget 1.7
16 Perform inspection X 0.3
17 Rework as required X 0.8
18 Complete documentation X 2.5
19 Transport to shipping X 478 12.4
Total = 3 4 3 4 4 1 1,362 110.3
Efficency = 16%