Process Mapping

Question 1

What is the ASME mapping standard?

Answer 1

This is the method which scaffolds the mapping of a process according to it’s constituent activity types, value and time they take to complete

Question 2

What is the purpose of ASME mapping standard to evaluators?

Answer 2

Helps assess where waste might be reduced and business processes optimised

Question 3

What is a service blue print?

Answer 3

This is a customer focused visual map of a service process. It can be designed to show interaction points and the tangible artefacts that play a role in the particular service process under investigation. Shows the visible and hidden support processes that underlie the process.

Question 4

Who introduced the concept of specialisation and division of labour in 1776?

Answer 4

Adam Smith in the paper “an enquiry in the nature and causes of the wealth of nations” in 1776

Question 5

When did the ASME standard for process charts become the norm for process diagrams (drawing on the scientific method work of Taylor (1911) and Gilberth (1921))?

Answer 5

The ASME standard became the norm in 1947

Question 6

What does the pill or oval shape represent in a process flow map?

Answer 6

Represents the start or end of the process

Question 7

What does the rectangle shape stand for in the process flow map?

Answer 7

Rectangle represents a process

Question 8

What does the diamond shape stand for?

Answer 8

Represents a decision point

Question 9

What does the parallelogram stand for in a process flow diagram?

Answer 9

Represents input or output

Question 10

The analysis of flow process maps encourages 6 things. Name them.

Answer 10

1) Process simplification
2) Eliminates waste
3) Identifies delays/bottlenecks/fail points
4) Reduces travelling distances
5) Reviews the appropriateness of inspection points
6) design of controls and measurements

Question 11

What is a benefit of mapping out a process?

Answer 11

Can identify exception points

Question 12

What should you collect when analysing an existing process?

Answer 12

Collect examples of all documents (e.g. forms, policies, FAQs) associated with the process.,

Question 13

How many symbols does the original ASME mapping standard have?

Answer 13

The original ASME mapping standard has 11 symbols but we typically use 5.

Question 14

Name the 5 typical ASME mapping symbols

Answer 14

Circle - operation
Square - Inspection
Arrow - Move
D - Delay
Upside down triangle - Storage

Question 15

What is the first step in the ASME mapping process?

Answer 15

Identify each of the steps in the process and write them in time order from first to last, top to bottom in the steps column of the ASME table

Question 16

What is the second step in the ASME mapping process?

Answer 16

The analyst classifies each process step with one of the 5 ASME symbols.

Question 17

What is the third step in the ASME mapping process?

Answer 17

In the three value related columns, the analyst marks whether the step is a) value adding (i.e. an activity that enhances the product or service), b) essential but non value adding or c) non-value adding activity

Question 18

What is the 4th step in the ASME mapping process?

Answer 18

Each process step needs to be given a time (how long the step takes) and recommendation (how to improve the step to make the process more efficient overall).

Question 19

What is the 5th step in the ASME mapping process?

Answer 19

The analyst has to prioritise the recommendations and assign responsibility for forward actions.

Question 20

Service blue printing shares 2 principles with customer journey mapping. Name them.

Answer 20

1) They are customer focused

2) They provide a visualisation of service processes

Question 21

What are service blueprints used for in OM?

Answer 21

Used to map the current service and to demonstrate what the service should be - relevant for planning/standardisation and training purposes.

Question 22

Process configuration of an operation results from 2 things. Name them

Answer 22

1) How its transforming resources are positioned relative to each other in terms of their layout
2) How its various tasks are allocated to these transforming resources

Question 23

What is the layout of an operation concerned with?

Answer 23

It is concerned with determining the physical positioning of its transforming resources. It means deciding where to put all the facilities, machines, equipment and staff in the operation.