Kato: Process Management

Question 1

Where should I look first if I have a question about how best to do something?

Answer 1

Look for the SOP in the nominated

central location, e.g Genius.

Question 2

What is a SOP?

And why do we use them?

Answer 2

A SOP is a Standard Operating Procedure. It defines the steps in a process.

To provide a standard practice and consistent experience for our customers
Also great for training new colleagues

Question 3

What is a SIPOC?

And when would we use it?

Answer 3

A SIPOC is a tool that summarises: Suppliers, Inputs, Process Steps, Outputs & Customers. It should also define the process and customer requirements.

Great tool to use when setting up a new process or when wanting to review the effectiveness of an existing process. It highlights other stakeholders /team who should be engaged when changing a process.

Question 4

What are the different types of tools we

we use to understand a process?

Answer 4

1. Swim lane
2. SIPOC
3. Value Stream Map
4. Flowchart
5. Process Map
6. Detailed SOPs may contain a process
   map as well as tasks to complete

Question 5

Why do we map our processes?

Answer 5

We map processes to understand what:
happens and who is responsible for each part of the process. This drives consistency in our customer experience and clarity in who does what and when.
The process documents the best way we know of doing the process. It helps us see gaps in our processes and understand where there is duplication / waste.es

Question 6

What are the three questions for any process measurement?

Answer 6

1. What is the quality - how well does this satisfy the customer?
2. What is the cost?
3. How long does it take?

Question 7

If an internal customer is not happy with my team’s work, which tool could I use?

Answer 7

First you would look at the documented SOP and process map to understand the process. Conduct VOC/VOB and GEMBA Go-Look-See to identify where the key pain points are in the process. Then using lean tools determine the root cause before you start to look for solutions.

Question 8

What is important in effective process management

Answer 8

Processes are: 
Documented (via SOPs) 
Saved centrally, so that everyone can find them 
Have a clear owner 
Regular updated.  

Where changes are made to a process they are well communicated.