Process Analysis

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Process Analysis

Process analysis is the systematic examination of all aspects of a process to improve its operation—to make it faster, more efficient, less costly, or more responsive to the customer. The basic tools of process analysis are process flowcharts, diagrams, and maps. Exhibit 6.1 shows the various flowcharts available in Microsoft Visio to map out business processes.

These flowcharts come in many different sizes, shapes, and forms; several are depicted in this chapter. While the format and symbols used may vary, the “process” of building a flowchart follows these steps:

1. Determine objectives

2. Define process boundaries

3. Define units of flow (i.e., patients, products, data)

4. Choose type of chart

5. Observe process and collect data

6. Map out process

7. Validate chart (with user, expert, or observation)

The classic process flowchart looks at the manufacture of a product or delivery of a service from a broad perspective. The chart uses five standard symbols, shown in Figure 6.5, to describe a process:  for operations, for inspections,⇒ for transportation, D for delay, and ▽ for storage. The details of each process are not necessary for this chart; however, the time required to perform each process and the distance between processes are often included. By incorporating nonproductive activities (inspection, transportation, delay, storage), as well as productive activities (operations), process flowcharts may be used to analyze the efficiency of a series of processes and to suggest improvements. They also provide a standardized method for documenting the steps in a process and can be used as a training tool. Automated versions of these charts are available that will superimpose the charts on floor plans of facilities. In this fashion, bottlenecks can be identified and layouts can be adjusted. Process flowcharts are used in both manufacturing and service operations. They are a basic tool for process innovation, as well as for job design.