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ASQ Quality Press - Bjørnar Henriksen , Tom Fagerhaug , Bjørn Andersen

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A propos
Informations
Extrait

Description

This peerless best-seller is a hands-on, step-by-step workbook of instructions on how to create flowcharts and document work processes. No other book even comes close in teaching practitioners these crucial techniques. The most noticeable change in this second edition is the inclusion of several new types of process maps. While the basic, straightforward flowchart is still extensively used, it has been supplemented by a number of other types, all of which serve different purposes. The authors have therefore expanded the variety of charts taught. All the mapping techniques have also been updated, the mapping exercise itself is put into a larger context, and organizational examples from many different industries are used throughout to help readers understand real-life applications of the material presented. Also new is an example case study carried throughout the entire book to illustrate the construction and use of the different types of process maps.

Sujets

Business

Qualité, hygiène, sécurité, environnement

Operations Management

Production Management

Gestion et management

Economics

Informations

Publié par	ASQ Quality Press
Date de parution	17 juin 2002
Nombre de lectures	0
EAN13	9780873898027
Langue	English
Poids de l'ouvrage	1 Mo

Informations légales : prix de location à la page 0,3000€. Cette information est donnée uniquement à titre indicatif conformément à la législation en vigueur.

Extrait

Mapping Work Processes

Second Edition

Also available from ASQ Quality Press:

The Certified Quality Process Analyst Handbook Eldon H. Christensen, Kathleen M. Coombes-Betz, and Marilyn S. Stein

Enterprise Process Mapping: Integrating Systems for Compliance and Business Excellence Charles G. Cobb

Business Process Improvement Toolbox,Second Edition Bjørn Andersen

The Process-Focused Organization: A Transition Strategy for Success Robert A. Gardner

Root Cause Analysis: Simplified Tools and Techniques,Second Edition Bjørn Andersen and Tom Fagerhaug

Managing Service Delivery Processes: Linking Strategy to Operations Jean Harvey

The Process Auditing Techniques Guide J.P. Russell

Defining and Analyzing a Business Process: A Six Sigma Pocket Guide Jeffrey N. Lowenthal

The Logical Thinking Process: A Systems Approach to Complex Problem Solving H. William Dettmer

Enabling Excellence: The Seven Elements Essential to Achieving Competitive Advantage Timothy A. Pine

Lean Kaizen: A Simplified Approach to Process Improvements George Alukal and Anthony Manos

The Certified Manager of Quality/Organizational Excellence Handbook,Third Edition Russell T. Westcott, editor

Performance Measurement Explained: Designing and Implementing Your State-of-the-Art System Tom Fagerhaug and Bjørn Andersen

Bringing Business Ethics to Life: Achieving Corporate Social Responsibility Bjørn Andersen

To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our Web site at http://www.asq.org/quality-press.

Mapping Work Processes

Second Edition

Bjørn Andersen Tom Fagerhaug Bjørnar Henriksen Lars E. Onsøyen

ASQ Quality Press Milwaukee, Wisconsin

Library of Congress Cataloging-in-Publication Data

Mapping work processes / Bjørn Andersen . . . [et al.].—2nd ed. p. cm. Rev. ed. of: Mapping work processes / Dianne Galloway. c1994. Includes bibliographical references and index. ISBN 978-0-87389-687-0 (soft cover, spiral bound : alk. paper) 1. Work design. 2. Flow charts. I. Andersen, Bjørn. II. Galloway, Dianne, 1938– Mapping work processes.

T60.8.G35 2008 658.5'4—dc22

ISBN: 978-0-87389-687-0

2008009079

No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

Publisher: William A. Tony Acquisitions Editor: Matt T. Meinholz Project Editor: Paul O’Mara Production Administrator: Randall Benson

ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange.

Attention Bookstores, Wholesalers, Schools, and Corporations: ASQ Quality Press books, videotapes, audiotapes, and software are available at quantity discounts with bulk purchases for business, educational, or instructional use. For information, please contact ASQ Quality Press at 800-248-1946, or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI 53201-3005.

To place orders or to request a free copy of the ASQ Quality Press Publications Catalog, including ASQ membership information, call 800-248-1946. Visit our Web site at www.asq.org or http://www.asq.org/quality-press.

Printed in the United States of America

Printed on acid-free paper

Table of Contents

List of Figures and Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 1 Why Map Work Processes? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.1 Purposes of Process Maps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2 What Are Work Processes?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.3 The Case Company: Brook Regional Hospital. . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 2 Different Approaches to Mapping Work Processes . . . . . . . . . . . . . . . . . . . 2.1 When Is It Useful to Map Work Processes? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.2 Types of Process Maps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 3 The Process of Mapping a Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.1 The Meta Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.2 Before You Start Constructing the Map. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3 Knowing the Team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.4 Group Roles and Facilitation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.5 Meeting Location and Aids. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.6 All in Favor?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.7 Organizing the Process Mapping at Brook Regional Hospital. . . . . . . . . . . . . . . .

Chapter 4 Creating a Stakeholder Map. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.1 What Is a Stakeholder Map? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.2 Constructing a Stakeholder Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.3 Mapping Stakeholders for Brook Regional Hospital. . . . . . . . . . . . . . . . . . . . . . . . 4.4 Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 5 Creating a Value Chain Map/High-Level Process Model . . . . . . . . . . . . . . 5.1 What Is a Value Chain Map/High-Level Process Model? . . . . . . . . . . . . . . . . . . .

vii ix 1 1 5 6 9 9 12 15 16 17 20 21 23 25 26 29 29 32 33 36 37 37

viof Contents Table

5.2 Constructing a Value Chain Map/High-Level Process Model. . . . . . . . . . . . . . . . 5.3 Understanding the Value Chain and High-Level Process Model of Brook Regional Hospital. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.4 Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 6 Creating a Basic Flowchart. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.1 What Is a Basic Flowchart?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.2 Constructing a Basic Flowchart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.3 Constructing a Basic Flowchart for Brook Regional Hospital. . . . . . . . . . . . . . . . 6.4 Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 7 Creating a Cross-Functional Flowchart . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.1 What Is a Cross-Functional Flowchart?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.2 Constructing a Cross-Functional Flowchart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.3 Cross-Functional Flowchart for Brook Regional Hospital . . . . . . . . . . . . . . . . . . . 7.4 Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 8 Creating a Bottleneck Map/Flowchart with Load Statistics. . . . . . . . . . . . 8.1 What Is a Bottleneck Map or Flowchart with Load Statistics?. . . . . . . . . . . . . . . . 8.2 Constructing Flowcharts with Load Statistics and Identifying Bottlenecks . . . . . . 8.3 Understanding the Bottlenecks of Brook Regional Hospital. . . . . . . . . . . . . . . . . . 8.4 Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 9 Using the Process Maps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9.1 Some Final Advice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9.2 Process Map Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Appendix—Process Definition Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Recommended Reading. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

44 47 49 49 52 53 60 61 61 65 66 68

69 69 73 77 81 83 83 85 87 91 93 99

Figure 6.1

Figure 4.4

Figure 4.1

Simple, generic example of a stakeholder map.. . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Figure 1.1

List of Figures and Tables

Simplified organizational chart for BRH. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Prioritization matrix for work processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Figure 3.1

Figure 3.3

Stakeholder map supplemented with information about expectations. . . . . . . . . . . . .

High-level process model for pet food company with process types grouped together. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

High-level process model for diabetes treatment in BRH. . . . . . . . . . . . . . . . . . . . . .

Value chain map for diabetes treatment at BRH. . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Example of a value chain for a publishing company. . . . . . . . . . . . . . . . . . . . . . . . . .

Figure 5.1

BRH stakeholders with expectations and positions. . . . . . . . . . . . . . . . . . . . . . . . . . .

Figure 5.5

Figure 5.6

Figure 5.4

Basic flowcharting symbols. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Examples of common flowcharting symbols. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Figure 5.3

Figure 5.2

Example of a high-level process model for a publishing company. . . . . . . . . . . . . . .

Figure 6.2

Value chain for pet food producer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

vii

Table 4.1

Figure 4.2

Figure 4.3

Typical meeting room designs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Team roster template.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Stakeholder map for Brook Regional Hospital. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Stakeholder map with stakeholder position and expectations. . . . . . . . . . . . . . . . . . .

Table 2.1

Figure 3.2

Application areas and preferred types of process maps. . . . . . . . . . . . . . . . . . . . . . .

Figure 7.4

Flow of customers in the front office of a local bank. . . . . . . . . . . . . . . . . . . . . . . . .

Machine operator flowchart example expanded to include section head. . . . . . . . . .

Figure 7.6

Figure 7.5

Example of a cross-functional flowchart for a complaint-handling process. . . . . . . .

Figure 7.3

Machine operator flowchart example including department head. . . . . . . . . . . . . . .

Bottleneck for a manufacturer of leisure boats.. . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Presenting statistics in the process map. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Map of elective orthopedic process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Swimming pool with swim lanes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Holistic patient treatment process—alternate extended version showing patient versus non-patient sub-activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Figure 8.3

Figure 8.2

The phases of working with processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Map of elective orthopedic process with annualized statistics.. . . . . . . . . . . . . . . . .

Cross-functional flowchart of preoperative activities at BRH. . . . . . . . . . . . . . . . . . .

Figure 9.1

Figure 8.5

Figure 8.6

Figure 8.1

Figure 8.4

Figure 7.2

Figure 6.7

Machine operator cross-functional flowchart example.. . . . . . . . . . . . . . . . . . . . . . .

Figure 6.6

Figure 6.3

BRH holistic patient treatment process—rough version.. . . . . . . . . . . . . . . . . . . . . .

viii List of Figures and Tables

Figure 6.4

Figure 6.5

Basic flowchart for a customer complaint process. . . . . . . . . . . . . . . . . . . . . . . . . . .

Holistic patient treatment process—extended version. . . . . . . . . . . . . . . . . . . . . . . . .

Holistic patient treatment process—alternate rough version. . . . . . . . . . . . . . . . . . . .

Holistic patient treatment process—alternate version with all sub-activities depicted. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Figure 6.8

Figure 6.9

Figure 7.1

Holistic patient treatment process—alternate version with sub-activities of the first main activity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Template for table displaying statistics in association with a process map. . . . . . . . .

Preface

s a reader of this book, to you it might not be apparent that for GallAoway wrote o the authors, this second edition is indeed quite unusual. Unusual in the sense that we have done a new version of a book that Dianne riginally. None of us know her, and have never met her, but we’ve known of her book since it was published. It has been a strong best-seller for ASQ Quality Press ever since it was first published, with more than 40,000 copies in circulation, and we’ve found the book very instructive and useful. Being more than ten years old, the book did, however, show signs of aging and needed a revision. When Ms. Galloway declined to undertake this task, we were asked whether we’d be interested in taking it on. Slightly awestruck by trying to follow her act, we thought about it for a few days, decided it was possible, and forged ahead. You might wonder what our credentials are for embarking on such a tough task. All of us having worked in the field of process improvement for 10 to 15 years, we believe we have accumulated a fair amount of experience and insight. Throughout the years, we’ve worked on projects to map and improve work processes in a wide variety of industries and types of orga-nizations, from traditional manufacturing companies to service providers, banks, the telecom sector, public sector organizations like municipalities and state institutions, hospitals, energy companies, and others. Supple-mented by numerous research projects and studies on the topic of work pro-cess analysis and improvement, process-oriented organizational models, and related areas, we have seen quite a few facets of work process mapping. This might be a suitable time to define what we mean by a work process. The main component in this term is the wordprocess, which in its most

Definition of work process