The first thing we need to do is to capture the end to end process in detail. Instead of just putting shapes on a map (or actually in a workshop post its on brown paper), we capture the map live in the workshop projected on the screen (also saving your analysts a lot of time). Instead of just capturing a few details about each step we are going to collect all the information live in the workshop as it is discussed.
If you want to have a look at why this is a good thing to do with real examples look at our recent blog ‘Act on the cause not the symptoms‘
With our software you can actually capture the data as its discussed and then use it to help you improve. Again there is so much data you can capture but we will focus on the main information to achieve the baseline. The software has been developed for over 15 years now as a workshop friendly tool designed to capture live in workshops. All the challenges with existing clunky process mapping tools have been addressed. You never draw a line the map builds itself. If you put something in the wrong place no problem drag it to the right place. If you need to insert something in the map just click there and start building or copy/paste it in.
Not only do you get better outcomes by using this modelling tool it also saves your analysts time in write ups and engages stakeholders more as the map they receive back is the same as they remember building.
The data you can capture against each step is as follows
- Name – brief description of step
- Type – step type like telephone, computer or automatic tasks
- Description – full description of what is done
- Roles – the role(s) that does the step
- IT Systems – Other details like IT System that performs the step
- Processing time – the time it takes a person to process this step
- Break time – how long does a process wait before the task is done
- Fixed costs – any fixed costs involved in the step like print or post
- Value added indicator – either the step is customer value(green), business value(amber) or waste(red)
- Highlight whether the step is a risk point
- Add documents or links to work instructions
- Add the inputs and outputs to the step
- Remarks – capture all the challenges and improvement ideas identified in this step
With the process actors in the room it is easy to understand and estimate both the wait time and the processing time for each step. Depending on how a step is and how confident the estimates were you may want to do some sampling to refine the numbers post workshop. As the conversation around the process is happening you can capture the description and any improvement ideas as well as any inputs or outputs.
As you look at each step you are also able to classify each step with whether it is
- Customer Value – the elements of a process a customer would ‘pay’ for
- Business Value – elements we need to do for the business value i.e. key into systems, gather info for reporting, legislative steps
- Waste – anything other than the above. This is what you are trying to remove
Any branches/decisions in the process you are also putting the percentages or numbers going down each branch.