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 nbsp; 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 versionnbsp;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

Author Notes

Karen Martin has been building, managing, and improving operations for more than 20 years. As principal consultant for Karen Martin & Associates, LLC, she is a recognized thought leader in applying Lean thinking and the psychology of change to office, service, and knowledge work environments. Karen and her team provide transformation support to Fortune 100 companies, as well as small businesses, government agencies, nonprofits, and start-ups in diverse industries, such as construction, energy, financial services, government, healthcare, and manufacturing.

She is the author of The Outstanding Organization (McGraw-Hill, 2012) and coauthor of The Kaizen Event Planner (CRC Press, 2007) an instructor for the University of California, San Diego's Lean Enterprise program, and an industry advisor to the University of San Diego's Industrial and Systems Engineering program. For more information, visit www.ksmartin.com.

Mike Osterling provides support and leadership to manufacturing and non-manufacturing organizations on their Lean Transformation Journey. In a continuous improvement leadership role for six years, Mike played a key role in Square D Company's Lean transformation in the 1990s. His clients include small and large companies in manufacturing, construction, energy, and medical, as well as public agencies.

Mike led the development of the Lean Enterprise Certificate Program at San Diego State University and has taught in the program since 1999. He is also an instructor at the University of California, San Diego, is a Certified Trainer for the Implementation of Lean Manufacturing, a Six Sigma Black Belt, and is fluent in Spanish. He also coauthored The Kaizen Event Planner (CRC Press, 2007) . For more information, visit www.mosterling.com.

Introduction	p. ix
1 What Is a Process?	p. 1
Definition of a Process	p. 1
Process Components	p. 2
Types of Processes	p. 2
Process Management	p. 3
2 What Is Metrics-Based Process Mapping (MBPM)?	p. 5
Strategic and Methodological-improvement	p. 11
3 Mapping Preparation	p. 15
Scoping the Process Being Mapped	p. 17
Forming the Mapping Team	p. 17
Mapping Logistics	p. 18
Communication and Data Gathering	p. 19
4 Mapping Essentials: Understanding the Current State	p. 21
First Pass: Identify the Process Steps	p. 24
Second Pass: Add Key Metrics for Each Step, Create the Timeline, and Calculate the Summary Metrics	p. 27
Process Time	p. 28
Lead Time	p. 28
Percent Complete and Accurate	p. 29
Additional Information	p. 30
Timeline Critical Path	p. 31
Summary Metrics	p. 32
Timeline Critical Path (CP) Summation	p. 33
Rolled Percent Complete and Accurate (R%C&A)	p. 33
Activity Ratio (AR)	p. 34
Number of Steps	p. 35
Total Process Time	p. 35
Full-Time Equivalent (FTE) Labor Requirements	p. 35
Other Relevant Metrics	p. 36
Third Pass: Classify the Steps as Value-Adding and Necessary Non-Value-Adding	p. 37
5 Mapping Essentials: Designing and Implementing the Future State	p. 43
Selecting Countermeasures	p. 44
Implementing the Future State	p. 46
6 Process Documentation: An Excel-Based Solution	p. 49
General Information	p. 50
File Storage	p. 50
Excel Versions	p. 51
Enabling Macros	p. 51
License Agreement	p. 53
File Saving Conventions	p. 54
To Save a New Map from the Master File on the CD	p. 54
To Save a Map That Has Already Been Renamed and Saved as an Excel Macro-Enabled Workbook File Type	p. 54
File Naming Conventions	p. 55
Exiting the Tool	p. 55
Structure and Features	p. 55
Custom Toolbar	p. 55
Worksheets	p. 53
Auto-Population Feature	p. 59
Map Structure	p. 60
Cell Colors	p. 61
Cell Formatting	p. 61
Insert, Modify, and Remove Comments	p. 62
Enter Key Functionality	p. 62
Cut, Copy, and Paste Disabled	p. 62
Test-Driving the Tool: Documenting Current- and Future-State MBPMs	p. 62
Step 1: Complete the Header	p. 63
Step 2: Insert Functions and Steps	p. 65
Step 3: Enter Data for Each Step	p. 67
Activity	p. 67
Process Time (PT)	p. 69
Lead Time (LT)	p. 69
Percent Complete and Accurate (%C&A)	p. 69
Spell Check	p. 70
Notes and Visuals	p. 70
Clearing the Map	p. 70
Step 4: Define the Timeline Critical Path	p. 71
Step 5: Audit the Map	p. 73
Step 6: Document the Future State	p. 74
Step 7: Review the Summary Metrics Sheet	p. 75
Step 8: Print the Map	p. 76
Step 9: Distribute the Map	p. 76
Troubleshooting	p. 77
The Tool Closes Out or the Custom Toolbar Will Not Function	p. 77
Adjusting the Macro Security Settings	p. 77
The Macros Will Not Execute	p. 78
The Cut, Copy, and Paste Commands Do Not Function	p. 80
The Undo Function Does Not Work	p. 80
Unable to Enter Information in a Cell	p. 80
The Tool Will Not Accommodate the Entire Process	p. 80
The Custom Toolbar Disappears	p. 80
The Custom Toolbar Will Not Work	p. 81
The Summary Metrics Sheet Is Blank	p. 81
File Size Is Extremely Large	p. 81
Delay When Using Custom Toolbar Commands	p. 81
7 Process Management	p. 83
Appendix A Excel Tool Quick Start Guide	p. 87
Appendix B Excel 2003-Specific Instructions	p. 91
Index	p. 93
About the Authors	p. 103

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