4 – 1 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Process Analysis 4

4 – 2 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. A Systematic Approach Figure 4.1 – Blueprint for Process Analysis Define scope 2 Identify opportunity 1 Implement changes 6 Evaluate performance 4 Redesign process 5 Document process 3

4 – 3 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Flowcharts No Yes NoYes No Yes Line of visibility Finish Figure 4.2 –Flowchart of the Sales Process for a Consulting Company Payment received? Client billed by accounting, sales, or consulting Follow-up by accounting, sales, or consulting Approval by consulting? Final invoice created by accounting, sales, or consulting Nested Process Client agreement and service delivery Is proposal complete? Follow-up conversation between client and sales Sales and/or consulting drafts proposal Sales: Initial conversation with client Marketing lead Follow-up conversation between client and consulting Consulting drafts proposal Consulting: Initial conversation with client Consulting lead Sales lead

4 – 4 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Flowcharts Final invoice created by accounting, sales, or consulting Delivery of service by consulting 50% invoiced by accounting, sales, or consulting Letter of agreement signed Project manager assigned Form completed by sales or consulting Verbal OK from client Is proposal complete? Figure 4.3 –Flowchart of the Nested Subprocess of Client Agreement and Service Delivery

4 – 5 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Credit and invoicing Production Control and Manufacturing Assembly and Shipping PRODUCTION FINANCE SALES CUSTOMER Flowcharts No Yes No Yes Payment received Payment Order stopped Order cancellation Order cancelled Payment sent Product packages Product and invoice received 100% of credit checked within 24 hours Two scheduling errors per quarter Invoice sent Notice of shipment Order shipped Order picked Order Packages assembled and inventoried ` Items manufactured Production scheduled Inventory adjusted Invoice prepared Credit check OK? New customer? Order received Order Order entered Order completed and submitted Order Order generated Figure 4.4 –Flowchart of the Order-Filling Process Showing Handoffs Between Departments

4 – 6 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Process Charts An organized way to document all the activities performed by a person or group Activities are typically organized into five categories  Operation,  Transportation,   Inspection,  Delay,   Storage, 

4 – 7 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Step No. Time (min) Distance (ft)    Step Description 1X 2X 3X 4X 5X 6X 7X 8X 9X 10X 11X 12X 13X 14X 15X 16X 17X 18X 19X Process Charts Figure 4.5 –Process Chart for Emergency Room Admission Sit down and fill out patient history Enter emergency room, approach patient window Nurse escorts patient to ER triage room Nurse inspects injury Return to waiting room Wait for available bed Go to ER bed Wait for doctor Doctor inspects injury and questions patient Nurse takes patient to radiology Technician x-rays patient Return to bed in ER Wait for doctor to return Doctor provides diagnosis and advice Return to emergency entrance area Check out Walk to pharmacy Pick up prescription Leave the building

4 – 8 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Step No. Time (min) Distance (ft)    Step Description 1X 2X 3X 4X 5X 6X 7X 8X 9X 10X 11X 12X 13X 14X 15X 16X 17X 18X 19X Process Charts Figure 4.5 –Process Chart for Emergency Room Admission Sit down and fill out patient history Enter emergency room, approach patient window Nurse escorts patient to ER triage room Nurse inspects injury Return to waiting room Wait for available bed Go to ER bed Wait for doctor Doctor inspects injury and questions patient Nurse takes patient to radiology Technician x-rays patient Return to bed in ER Wait for doctor to return Doctor provides diagnosis and advice Return to emergency entrance area Check out Walk to pharmacy Pick up prescription Leave the building Summary Activity Number of Steps Time (min) Distance (ft) Operation Transport  Inspect Delay  Store  ――

4 – 9 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Analysis of Flight Departure Delays Delayed flight departures Weather Air traffic delays Other Aircraft late to gate Mechanical failures Equipment Passenger processing at gate Late cabin cleaners Unavailable cockpit crew Late cabin crew Personnel Poor announcement of departures Weight/balance sheet late Delayed check-in procedure Waiting for late passengers Procedures Late baggage to aircraft Late fuel Late food service Contractor not provided with updated schedule Materials Figure 4.11 – Cause-and-Effect Diagram for Flight Departure Delays