T5. Process Analysis

Question 1

What is process analysis?

Answer 1

Is a set of activities aiming to produce an output required by a customer

Question 2

What are the steps for a process analysis?

Answer 2

1. Identify the opportunity
2. Define the scope
3. Document the process
4. Evaluate performance
5. Redesign process
6. Implement changes

Question 3

What tools do we have for documenting a process?

Answer 3

1. Flowchart : indicates de flow of information, customers, equipment and/ or material.
2. Swimlane flowchart : the same as flowchart but it is divided in the functional areas. ( accounting, marketing etc)
3. Service blueprint : the same as flowchart but it is divided depending on the degree of customer interaction.

Question 4

What tools do we have to evaluate the performance?

Answer 4

1. Checklist
2. Histogram and bar chart
3. Pareto Charts
4. Scatter diagrams
5. Cause and effect ( fishbone)
6. Other graphs

Question 5

What questions are asked while redesigning the process?

Answer 5

What is being done?
When is being done?
Who is doing it?
How is being done?

Question 6

What are the process documenting main elements?

Answer 6

Circle - means the beginning or end of the process

Rectangle- means an activity

Arrow - signals the direction of the process

Triangle - used for waiting activities, for storage of information or stock ( inventory)

Rombo- is a decision point