Metrics-Based Process Mapping: Identifying and Eliminating Waste in Office and Service Processes

Metrics-Based Process Mapping (MBPM) is a tactical-level, visual mapping approach that enables improvement teams to make effective, data-based decisions regarding waste elimination and measure ongoing process performance. The mapping technique, often used to drill down from a value stream map, integrates the functional orientation of traditional swim-lane process maps with time and quality metrics that are essential for designing improved processes. Building on the success of its popular predecessor, Metrics-Based Process Mapping: An Excel-Based Solution, this book takes readers to the next level in understanding processes and process improvement. Included with the book is an interactive macro-driven Excel tool, which allows users to electronically capture their current and future state maps. The tool also audits the maps for completeness, summarizes the metrics, and auto-calculates the improvements. Improvements to this version include: Foundational content about processes—what they are and how they vary A description of the difference between value-stream and process-level maps New content about how to bridge the gap between your current state and your desired future state Tips for effective team formation and mapping facilitation An implementation plan for those using the mapping methodology as a standalone tool and not part of a Kaizen Event The Excel-based tool included on the accompanying CD provides readers with a user-friendly way to electronically archive manually created maps in team settings for easier storage and distribution across your entire organization. While current and future state MBPMs are initially created during team-based activities using butcher paper and post-its, the electronic maps serve as standard work documentation for the improved process, enabling training, communication, and process monitoring activities. This flexible, user-friendly tool includes: A custom toolbar that simplifies map creation and editing Automated calculation of key metrics An audit feature to prevent mapping errors The ability to simulate how improvements will impact staffing requirements System Requirements: The tool is intended for use on PCs using Excel 2003 or later—it will NOT function with earlier versions of Excel, or on Macintosh computers. View a demo of the Excel tool at: www.mbpmapping.com

Table of Contents:
What Is a Process? Definition of a Process Process Components Types of Processes Process Management What Is Metrics-Based Process Mapping (MBPM)? Strategic and Methodological Improvement Mapping Preparation Scoping the Process Being Mapped Forming the Mapping Team Mapping Logistics Communication and Data Gathering Mapping Essentials: Understanding the Current State First Pass: Identify the Process Steps Second Pass: Add Key Metrics for Each Step, Create the Timeline, and Calculate the Summary Metrics Process Time Lead Time Percent Complete and Accurate Additional Information Timeline Critical Path Summary Metrics Timeline Critical Path (CP) Summation Rolled Percent Complete and Accurate (R%C&A) Activity Ratio (AR) Number of Steps Total Process Time Full-Time Equivalent (FTE) Labor Requirements Other Relevant Metrics Third Pass: Classify the Steps as Value-Adding and Necessary Non-Value-Adding Mapping Essentials: Designing and Implementing the Future State Selecting Countermeasures Implementing the Future State Process Documentation: An Excel-Based Solution General Information File Storage Excel Versions Enabling Macros License Agreement File Saving Conventions To Save a New Map from the Master File on the CD To Save a Map That Has Already Been Renamed and Saved as an Excel Macro-Enabled Workbook File Type File Naming Conventions Exiting the Tool Structure and Features Custom Toolbar Worksheets Auto-Population Feature Map Structure Cell Colors Cell Formatting Insert, Modify, and Remove Comments Enter Key Functionality Cut, Copy, and Paste Disabled Test-Driving the Tool: Documenting Current- and Future-State MBPMs Step 1: Complete the Header Step 2: Insert Functions and Steps Step 3: Enter Data for Each Step Activity Process Time (PT) Lead Time (LT) Percent Complete and Accurate (%C&A) Spell Check Notes and Visuals Clearing the Map Step 4: Define the Timeline Critical Path Step 5: Audit the Map Step 6: Document the Future State Step 7: Review the Summary Metrics Sheet Step 8: Print the Map Step 9: Distribute the Map Troubleshooting The Tool Closes Out or the Custom Toolbar Will Not Function Adjusting the Macro Security Settings The Macros Will Not Execute The Cut, Copy, and Paste Commands Do Not Function The Undo Function Does Not Work Unable to Enter Information in a Cell The Tool Will Not Accommodate the Entire Process The Custom Toolbar Disappears The Custom Toolbar Will Not Work The Summary Metrics Sheet Is Blank File Size Is Extremely Large Delay When Using Custom Toolbar Commands Process Management Appendix A: Excel Tool Quick Start Guide Appendix B: Excel 2003–Specific Instructions