Process Mapping

Process Mapping

OutlineProcessesIntro to process mapping Why process mapping? Process Attributes Design emphasis Process FMEA prerequisite Complexity or difficulty

Who manages the process?CaveatsMore on process mapping

A definition of “process”

“A collection of interrelated work tasks, Initiated in response to an eventAchieving 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 designInformation technologyMotivation and measurementHuman resourcesPolicies and rulesFacilities

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

Process vs. Task

Everyday usage: no universal distinctionFor our purposes: Processes involve more than one

person, coordinated effort is required. Tasks involve one personTheory 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 exist2 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 IconsLots of approachesBest for Medicine?

Patient

GeneralPractitioner

Radiology

Hospital

Surgeon

Pathology

RadiologicalOncologist

Medical Oncologis

tPhysical therapist

appt

Mammogramappt

Phys-ical

appt

consultPhys-ical

consultRec’v

sendDev-elop

Mammogram

appt

consult

ConsultSched/orders

Sched/orders

consult

Consult

consult

Consult

Error #1

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 detailMulti layered (Nested or Hierarchical?)Multiple types of flowsShows hand-offs (organizational structure)IconsLogical operatorsFlow timeUser 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 processMinimal 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 Chart1 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. Report Received

Subprocesses

A. Telephone

B. Visit setup

C. Result

SubprocessesA. Review B. Centrifug

eC. Verify

calibration

D. Run QCE. Run

sampleF. Report

resultsG. Enter in

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

Process Mapping

IDEF0Pronounced “eye-def zero”Meaning boxes and arrows:

Process #

(tools & equipment)

Sub-process reference #

(information)

Source: http://www.itl.nist.gov/fipspubs/by-num.htm

Process Mapping

IDEF0Nested or Hierarchical Diagrams

General

Detailed

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

Process Mapping

IDEF0

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

1

centrifugesample

2

A22

screen forantibodies

3

A23

typesample

ABO/RH

4

A24

identifyantibodies

5

recordresults

Pa

tien

t His

tory

Patient sample infomration

He

moc

are

sy

ste

m

An

tibo

die

s P

os

itive

Bio-Hazard Waste

Antibodies negative

ABO/RHTest tubes

Bio-Hazard Waste

Patient Sample

Micro-tubes

Reagents, etc.

Reagents, etc.

serum

Web-based example

Process Mapping

SwimlanesBooks 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.  

Flowchart superimposed on a grid

Grid rows are organizations, departments, functions, or individuals

Grid columns are chronological

Team or joint activities indicated by boxes

Process Mapping

Swimlanes: Susan’s Lumpectomy

PatientGeneral

PractitionerRadiology

Hospital

Surgeon

Pathology

RadiologicalOncologist

Medical OncologistPhysical therapist

appt

Mammogramappt

Phys-ical

appt

consultPhys-ical

consultRec’v

sendDev-elop

Mammogram

appt

consult

ConsultSchedorders

Schedorders

consult

Consult

consult

Consult

Error #1

Process Mapping

Swimlanes: Susan’s Lumpectomy

PatientGeneral

PractitionerRadiology

Hospital

Surgeon

Pathology

RadiologicalOncologist

Medical OncologistPhysical therapist

Pre- admit

Surg-ery

Pre- admit

Surg-ery

Surg-ery

Rec’vsamp

Anal-yze

Typeup

send

Plantreat

Plantreat

Consulttreat treat …

Consult

Consult

treat…Error #2

Error #1 caught by patient

Error #2 caughtBy patient

Consult Consult treat treatRequest report

Study report

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

Includes information On elapsed time

As tasks are linked into “one-piece flow” they are combined on the map

Ordering and Scheduling info

Production task &Inventory info

Process Mapping

Value Stream Mapping

24 icon set for lean manufacturing

Thank You! Questions?