Transcript Process Analysis Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 4–1

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Process Analysis
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall.
4–1
A Systematic Approach
Define
scope
2
Identify
opportunity
1
Document
process
3
Implement
changes
6
Evaluate
performance
4
Redesign
process
5
Figure 4.1 – Blueprint for Process Analysis
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall.
4–2
Flowcharts
Marketing
lead
Sales: Initial
conversation
with client
Sales and/or
consulting
drafts proposal
Sales
lead
Follow-up
conversation
between client
and sales
No
Consulting:
Initial
conversation
with client
Consulting
lead
Consulting
drafts
proposal
Follow-up
conversation
between client
and consulting
Line of visibility
Follow-up by
accounting,
sales, or
consulting
Client billed by
accounting,
sales, or
consulting
Yes
Approval
by
consulting?
Is
proposal
complete?
Yes
Nested Process
Client agreement
and service
delivery
Final invoice
created by
accounting, sales,
or consulting
No
No
Payment
received?
Yes
Finish
Figure 4.2 – Flowchart of the Sales Process
for a Consulting Company
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall.
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Flowcharts
Is
proposal
complete?
Final invoice
created by
accounting, sales,
or consulting
Verbal OK
from client
Form
completed by
sales or
consulting
Project
manager
assigned
Delivery of
service by
consulting
50% invoiced
by accounting,
sales, or
consulting
Letter of
agreement
signed
Figure 4.3 – Flowchart of the Nested Subprocess of
Client Agreement and Service Delivery
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall.
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CUSTOMER
Order
completed
and submitted
100%
of credit
checked within
24 hours
Two
scheduling
errors per
quarter
Payment
sent
Order
received
New
Yes
customer?
Credit
check
OK?
Yes
No
Production
scheduled
Items
manufactured
`
Packages
assembled and
inventoried
Assembly and
Shipping
Order
Invoice
sent
Order
stopped
Order
picked
Product packages
Inventory
adjusted
Invoice
prepared
Payment
received
Notice of shipment
Production Control
and Manufacturing
Order
entered
No
Order cancellation
Order
FINANCE
Payment
Order
cancelled
Credit and
invoicing
PRODUCTION
Product
and invoice
received
Order
Order
generated
SALES
Flowcharts
Order
shipped
Figure 4.4 – Flowchart of the Order-Filling Process Showing
Handoffs Between Departments
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall.
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Process Charts
 An organized way to document all the
activities performed by a person or group
 Activities are typically organized into five
categories
 Operation,

 Transportation,
 Inspection,
 Delay,



 Storage,

Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall.
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Process Charts
Step
No.
Time
(min)
Distance
(ft)
1
0.50
15.0
2
10.00
3
0.75
4
3.00
5
0.75
6
1.00
7
1.00
8
4.00
9
5.00
10
2.00
11
3.00
12
2.00
13
3.00
14
2.00
15
1.00
16
4.00
17
2.00
18
4.00
19
1.00
    
Enter emergency room, approach patient window
X
Sit down and fill out patient history
X
40.0
Nurse escorts patient to ER triage room
X
Nurse inspects injury
X
40.0
Return to waiting room
X
X
60.0
X
Nurse takes patient to radiology
X
Technician x-rays patient
X
Return to bed in ER
X
X
X
X
Walk to pharmacy
Pick up prescription
X
20.0
Return to emergency entrance area
Check out
X
180.0
Wait for doctor to return
Doctor provides diagnosis and advice
X
60.0
Wait for doctor
Doctor inspects injury and questions patient
X
200.0
Wait for available bed
Go to ER bed
X
200.0
Step Description
X
Leave the building
Figure 4.5 – Process Chart for Emergency Room Admission
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall.
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Process Charts
Step
No.
    
Time
(min)
Distance
(ft)
1
0.50
15.0
2
10.00
3
0.75
4
3.00
5
0.75
6
1.00
7
1.00
8
4.00
X
9
5.00
Store
10
2.00
11
3.00
12
2.00
13
3.00
14
2.00
15
1.00
16
4.00
17
2.00
18
4.00
19
1.00
Activity
X
Operation
X
X
40.0
Transport
X
Inspect
X
60.0
X
Delay
X
200.0
X
Wait for doctor to return
Doctor provides diagnosis and advice
X
X
Return to emergency entrance area
Check out
X
X
Walk to pharmacy
Pick up prescription
X
20.0

Nurse inspects injury
9
11.00
815

Return to waiting room
8.00
 available2bed
Wait for
Go to ER bed
3
8.00

Wait for doctor
― and questions
―
inspects injury
Doctor
patient
5 to ER triage
23.00room
Nurse escorts patient
Return to bed in ER
X
180.0
Distance
(ft)
Technician x-rays patient
X
60.0
Time
(min)
Nurse takes patient to radiology
X
200.0
Number
of Steps
Enter emergency room, approach patient window
Sit down and fill out patient history
X
40.0
Summary
Step Description
X
Leave the building
Figure 4.5 – Process Chart for Emergency Room Admission
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall.
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Analysis of Flight Departure Delays
Equipment
Personnel
Aircraft late to gate
Other
Passenger processing at gate
Mechanical failures
Late cabin cleaners
Weather
Unavailable cockpit crew
Air traffic delays
Late cabin crew
Delayed
flight
departures
Late baggage to aircraft
Late fuel
Late food service
Contractor not provided
with updated schedule
Materials
Poor announcement of departures
Weight/balance sheet late
Delayed check-in procedure
Waiting for late passengers
Procedures
Figure 4.11 – Cause-and-Effect Diagram for Flight Departure Delays
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall.
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