A detailed process map (day 15-16)

Now we have the data, we are now able to observe the process under examination and identify the value adding and non-value adding activities within it that lead to delays and errors.

For this, a detailed process map is drawn up with all the key functions and roles involved in the process. This is called a cross-functional process map. This is a tool from Lean methodology. The steps involved in creating a cross-functional process map are:

• Identify the customer and other participants of the process and list them vertically on the left-hand side.

• Identify the first and the last step of the process

• Identify the participant who interacts with the customer and the activity they perform and write the activity against the row of the respective participant

• Identify the output of this activity and the recipient of this output

• Keep performing these steps until the process is complete, that is, the final step as listed in step i) is reached

The following is an example of...