The Thompson Schools Improvement Project
Process Improvement Training Slides
(Current State Slides Only)
October 2009
Typical Process Analysis Activities
Organize
Project /
Team
Kickoff
Understand
Current
Process
Design New
Process
Develop
Implementation
Plan
Develop
Cost /
Benefit
Analysis
Review with
Cabinet
Manage the Project
2
Process Mapping Shape Library
• Here are
some process
mapping
symbols that
may be useful
• Do not feel
limited to
these shapes
• Use whatever
works best for
your process
Basic Process Diagram Shapes
Manual
Operation
Process Step
Manual
Input
Start
Decision
End
Direct
Data
1a
Document
A
Off-Page
Connector
On-Page
Connector
3
Step 1: Identify Beginning and End of Process
Associated With Pain
Start
(Step 1)
(Step X)
End
4
Stakeholder Stakeholder Stakeholder Stakeholder
n
3
2
1
Step 2: Determine Key Process Participants
Start
(Step 1)
(Step X)
End
5
Stakeholder Stakeholder Stakeholder Stakeholder
n
3
2
1
Step 3: Document Key Process Steps
Start
(Step 1)
(Step X)
(Step 2)
(Step 3)
(Step 4)
(Step X)
End
6
Step 4: Determine Work and Cycle Times and
Other Volumes
• Determine Work and Cycle Time for each step in the
process
– Work Time = Labor hours directly attributable to process step
– Cycle Time = Elapsed time from step begin to step end
• Additionally, identify any relevant measures of the
process. Examples could include:
• Number of units processed daily / monthly / yearly by
organization
• Number of units processed per person
• Cost to process unit or service
• Customer or stakeholder satisfaction with process
7
Stakeholder Stakeholder Stakeholder Stakeholder
n
3
2
1
Step 4: Determine Work and Cycle Times and
Relevant Volumes
Start
Volume Performance:
-15 visits / day
(Step 1)
(Step X)
(Step 2)
(Step 3)
Work Time: 3 hours
Cycle Time: 2 days
(Step 4)
Work Time:1 hour
Cycle Time: 1 day
(Step X)
End
8
Stakeholder Stakeholder Stakeholder Stakeholder
n
3
2
1
Step 5: Identify Decision Points in the Process
Start
(Step 1)
KPI Performance:
- 15 units / day
- 300 labor hours
- 2 week cycle time
- etc.
?
(Step X)
(Step 2)
(Step 3)
?
Work Time: 3 hours
Cycle Time: 2 days
(Step 4)
?
Work Time:1 hour
Cycle Time: 1 day
(Step X)
End
9
Stakeholder Stakeholder Stakeholder Stakeholder
n
3
2
1
Step 6: Complete Process Map
KPI Performance:
- 15 units / day
- 300 labor hours
- 2 week cycle time
- etc.
N
Start
(Step 1)
?
Y
(Step 2)
N
(Step X)
(Step 3)
?
N
Work Time: 3 hours
Cycle Time: 2 days
(Step 4)
Work Time:1 hour
Cycle Time: 1 day
Y
?
Y
(Step X)
End
10
Step 7: Identify Issues
• Issue Identification Matrix
Problem Statement
We have great schools, but are
1 being overlooked
Where in the
Process does it
Occur?
Awareness/Problem
Recognition
Who is Impacted?
Families moving possibly to the District
When does the
impact occur?
Why is there a
Problem?
We have very few
Higher frequency in late external
spring and summer
communications
• Use this matrix to log issue points
• Add supporting details to further understand the issue
11
Process Mapping Guidelines
Accts Payable
Dept Mgr
Vendor
Current State Process for Accounts Payable
Start
Send
invoice to
Customer
2. All processes should
start with a verb
Receive
Invoice
1. All process diagrams should have
a beginning and an end point
Approve
Invoice
Receive
Payment
Finish
3. Text should be brief
and to the point
Make
Payment
4. Try to keep diagrams as simple and clear as possible
5. Make sure to document the process as it actually is, not how it should be
12