Detail Process Charting:
Speaking the Language of Process
Contents
List of Exhibits
Foreword
Preface
Acknowledgments
1 Introduction
Why Should We Chart Our Processes?
To Help People Do Their Jobs Better
Methodology Overview
Endnotes
2 Who Is Involved in Process Improvement?
Executive Oversight Team
Process Improvement Group
Process Improvement Champion
Improvement Project Facilitators
Process Library Manager
Process Improvement Projects
Process Owner
Other Managers
Project Team Members
Project Team Leader
Project Team Recorder
Installation Coordinator
Process Performance Monitor
Project Ownership: Transferring Responsibility
3 Defining a Process Improvement Project
Select a Process to Study
Secure the Approval and Support of the Process Owner
State the Process and Its Purpose
Identify the Type of Project
Documentation Project
Improvement Project
Renewal Project
Standardization Project
Development Project
Maintenance Project
Establish Objectives
Define the Scope
Identify the Project Team Members
Endnote
4 Gathering the Facts
Set the Stage
Collect the Facts at the Work Area
Interview Experienced Employees
Be Genuine
Capture the Facts
Level of Detail
Organize the Facts with a Process Flow Chart
5 Process Chart Format
Process Charts Flow Left to Right
Every Item Is Charted as a Separate Flow Line
Process Charts Show the Interrelated Flows of Many Items
Every Item Is Labeled
Actions and Nonaction Steps Are Indicated by Symbols
Laid Out in Sequence Along Each Flow Line
Correction and Rejection Routines Are Shown with Dotted Lines
Fundamental Nature of the Process Chart Format
6 Process Chart Building Blocks
Symbols: The Actions
Do
Originate
Add/Alte
Handle
Transportation
Inspection
Storage/Delay
Destroy
Combination Symbols
Conventions: Connecting the Symbols
Label and Line
Effect
Brackets
Alternatives
Correction/Rejection
Rejoin
Connector Labels: Chart Links
Stop/Start
Period
Bypass
Summary
Words: Making the Charts Talk
Choosing the Right Words
7 Charting Business Processes
Charting Process Scenarios
Paying for Gas with a Credit Card
Charting an Online Auction Bid
Processing a Purchase Requisition
Processing Police Officer Overtime
Special Situations
Using E-Mail
E-Mailing Multiple Recipients
Faxing and Remote Printing
Processing Batch Work
Charting Multiple Source Items
Creating Multiple Copies
Sorting and Distributing Multiple Document Copies
Including Flow Lines of People in Process Charts
8 Using Process Charts
Improving Processes with Projects
Building a Process Library
Continuous Improvement
Training
Library and Control
Transparency
Regulatory Requirements such as Sarbanes-Oxley
Certification such as ISO
Helping the Audit
Establishing a Culture of Mastery
Mastery
Endnote
9 Process Chart Stories
Allen Back
Merle Laird
Bill Roach
Hector Piña
Sharon Cunningham
Todd Rigby
Valerie Rausch
Ben S. Graham Jr.
10 Summary
Define a Project
Select a Process to Study
Get Appropriate Approvals/Buy-in to Conduct a Project
Identify the Type of Project
State Project Objectives
Determine the Scope
Identify Team Members
Announce the Project
Capture the Facts
Prepare an As-Is Chart
Get the Team Members Involved
Build a Library of Process Charts
Use the Charts
11 Conclusion
Index
Foreword
Preface
Acknowledgments
1 Introduction
Why Should We Chart Our Processes?
To Help People Do Their Jobs Better
Methodology Overview
Endnotes
2 Who Is Involved in Process Improvement?
Executive Oversight Team
Process Improvement Group
Process Improvement Champion
Improvement Project Facilitators
Process Library Manager
Process Improvement Projects
Process Owner
Other Managers
Project Team Members
Project Team Leader
Project Team Recorder
Installation Coordinator
Process Performance Monitor
Project Ownership: Transferring Responsibility
3 Defining a Process Improvement Project
Select a Process to Study
Secure the Approval and Support of the Process Owner
State the Process and Its Purpose
Identify the Type of Project
Documentation Project
Improvement Project
Renewal Project
Standardization Project
Development Project
Maintenance Project
Establish Objectives
Define the Scope
Identify the Project Team Members
Endnote
4 Gathering the Facts
Set the Stage
Collect the Facts at the Work Area
Interview Experienced Employees
Be Genuine
Capture the Facts
Level of Detail
Organize the Facts with a Process Flow Chart
5 Process Chart Format
Process Charts Flow Left to Right
Every Item Is Charted as a Separate Flow Line
Process Charts Show the Interrelated Flows of Many Items
Every Item Is Labeled
Actions and Nonaction Steps Are Indicated by Symbols
Laid Out in Sequence Along Each Flow Line
Correction and Rejection Routines Are Shown with Dotted Lines
Fundamental Nature of the Process Chart Format
6 Process Chart Building Blocks
Symbols: The Actions
Do
Originate
Add/Alte
Handle
Transportation
Inspection
Storage/Delay
Destroy
Combination Symbols
Conventions: Connecting the Symbols
Label and Line
Effect
Brackets
Alternatives
Correction/Rejection
Rejoin
Connector Labels: Chart Links
Stop/Start
Period
Bypass
Summary
Words: Making the Charts Talk
Choosing the Right Words
7 Charting Business Processes
Charting Process Scenarios
Paying for Gas with a Credit Card
Charting an Online Auction Bid
Processing a Purchase Requisition
Processing Police Officer Overtime
Special Situations
Using E-Mail
E-Mailing Multiple Recipients
Faxing and Remote Printing
Processing Batch Work
Charting Multiple Source Items
Creating Multiple Copies
Sorting and Distributing Multiple Document Copies
Including Flow Lines of People in Process Charts
8 Using Process Charts
Improving Processes with Projects
Building a Process Library
Continuous Improvement
Training
Library and Control
Transparency
Regulatory Requirements such as Sarbanes-Oxley
Certification such as ISO
Helping the Audit
Establishing a Culture of Mastery
Mastery
Endnote
9 Process Chart Stories
Allen Back
Merle Laird
Bill Roach
Hector Piña
Sharon Cunningham
Todd Rigby
Valerie Rausch
Ben S. Graham Jr.
10 Summary
Define a Project
Select a Process to Study
Get Appropriate Approvals/Buy-in to Conduct a Project
Identify the Type of Project
State Project Objectives
Determine the Scope
Identify Team Members
Announce the Project
Capture the Facts
Prepare an As-Is Chart
Get the Team Members Involved
Build a Library of Process Charts
Use the Charts
11 Conclusion
Index
The Amazing Oversight
A collection of classic essays by the
pioneers of work improvement... AND it's available through Amazon
for just a few dollars!
Questions?
send me a note – Ben B Graham
send me a note – Ben B Graham