Flowcharting A Quality Improvement Tool

Quality = Inspection Statistical methods assisted in prevention of defects – The need for inspection declined

– Advanced statistical methods – Process flow charting and analysis – Process management – Benchmarking - Empowerment - Flexible manufacturing systems (FMS) - Computer software Allowed for development of new techniques to improve processes These new methods improved quality, eliminated waste, reduced costs, motivated employees, satisfied customer expectations, built market share, and improved profitability.

Flow Charts A pictorial representation of a process Provides a common language or reference point Four types of charts – Top-down – Detailed – Work flow diagrams – Deployment chart

ANSI Standard Symbols Process/Task Start - stop Decision Symbols are connected with arrows to show the direction or flow of the process.

Flow Charts All necessary information listed in logical order Clear, neat and easy to follow Flow from left to right or top to bottom Only one flow line from a process symbol Only one flow line should enter a decision symbol, but flow lines for each possible answer should leave the decision symbol Only one flow line used with terminal symbol Ensure there is a logical start and finish

Flow Charts Be consistent in the level of detail shown Make sure every feedback loop is closed Validate the flowchart with people who are not on the team but do carry out the process actions

Flow Charts Determine the process to be charted/studied – Clearly define where the process starts and stops – Team members should agree on level of detail needed to clearly understand the process and identify problem areas

Flow Charts Determine the steps in the process – Brainstorm a list of all major activities, inputs, outputs and decisions from the beginning of the process to the end

Flow Charts Sequence the steps of the process – Arrange the steps in the order they are carried out – Post-it notes can be used to allow you to move steps around or add other steps – Sequence what “is” rather than what “should be”

Flow Charts Draw the flowchart using the appropriate symbols – Keep it simple initially – Add other, more graphic symbols as your experience increases to represent other steps – Add arrows to show the direction of the flow of steps in the process – Identify your work

Flow Charts Test the Flowchart for completeness – Are the correct symbols used? – Are the process steps clearly identified? – Is each step complete? – Validate the chart with others

Flow Charts Finalize the Flowchart – Are people following the process as charted? – Are there obvious complexities or redundancies that can be reduced or eliminated? – How different is the current process from an ideal process?