1. Jim Butler QI Coach

2.  All improvements are a result of a change, But not all changes result in an improvement. Dr. Deming is purported to have said: Of all the changes he had observed, “only about 5% were improvements…the rest, at best were illusions of progress!” NNPHI 8th Annual COPPHI Open Forum2

3.  A Process Map is the first step we take in understanding a process  Organized combination of shapes, lines, and text  A process map provide a visual illustration, a picture of the steps the process undergoes to complete it's assigned task  From this graphic picture we can see a process and the elements comprising it  Shows how interactions occur  Makes the invisible visible What is a Process Map? Les Beitsch Charlotte COPPHI Open Forum3

4.  A process is a series of steps or actions performed to achieve a specific purpose.  A process can describe the way things get done.  Your work involves many processes. What is a Process? 4 NNPHI 8th Annual COPPHI Open Forum

5.  Most processes are undocumented or evolving  We don’t usually think of our work as a process  A process may extend beyond organization units What Dr. Deming said:  “You cannot improve a process until you understand it!”  “If you can't describe what you are doing as a process, you don't know what you're doing.” NNPHI 8th Annual COPPHI Open Forum5

6.  Doing a Process Map provides an opportunity to learn about work that is being performed.  Dr. Myron Tribus said, “You don’t learn to process map, You process map to learn.” But Wait! There’s More! 6 NNPHI 8th Annual COPPHI Open Forum

7.  Document the way we do our work.  Provide a reference to discuss how things get done.  Describe and understand the work we do.  Identify points where baseline data may be captured or created for subsequent analysis using QI Tools like, Fishbone Diagrams, Check Sheets, Run Charts, and Pareto Charts. 7NNPHI 8th Annual COPPHI Open Forum

8. What are the Benefits of Process Mapping?  Creates a common vision  Establishes the “AS IS” baseline – Current State ◦ It may take multiple passes to get to the “As Is” State  Baseline to measure improvements  Identifies wasteful steps – activities/waits  Uncovers variations - realize everyone is not doing it the same way – there will be disagreements  Shows where improvements could be made and potential impacts  Training tool – for new employees Les Beitsch Charlotte COPPHI Open Forum8

9.  Getting to know other people in your department as well as others who may be outside the department who are also involved in your process.  Getting to know how everyone is vital to serving our clients/customers. Everyone!  The opportunity to work together in a collaborative fashion. NNPHI 8th Annual COPPHI Open Forum9

10.  Start & End: An oval is used to show the materials, information or action (inputs) to start the process or to show the results at the end (output) of the process.  Activity: A box or rectangle is used to show a task or activity performed in the process. Although multiple arrows may come into each box, usually only one arrow leaves each box.  Decision: A diamond shows those points in the process where a yes/no question is being asked or a decision is required.  Break: A circle with either a letter or a number identifies a break in the Flowchart and is continued elsewhere on the same page or another page. Symbols used to Process Map 10 NNPHI 8th Annual COPPHI Open Forum

11. Getting Started  Assemble the team  Discuss and reach agreement on the process to be mapped  Define where the process will begin and where it will end  Decide on the level of detail to be displayed  Make an list of the steps in the process  Construct the process map ordering the steps, identify activities and decision points  Be accurate and honest  Identify others not on the team who do the work, to review drafts and provide input Michigan's Quality Improvement Guidebook11

12. Hands Are Dirty Hands Are Clean Macro to Micro Les Beitsch Charlotte COPPHI Open Forum12

13.  Start with the first step in the process.  Identify each step in the process on a sticky note, post on the wall.  Begin each description of each step with a verb.  Each step should lead to a new step.  Don’t connect steps until you have the process map drafted.  Review and agree as a team the accuracy, completeness, and level of detail.  Don’t forget to share the process map with others who work in the process for their comments and input.  Review one last time and finalize. Les Beitsch Charlotte COPPHI Open Forum13

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15.  Document what is, not what you would like it to be.  It is ok to revise the process map later as you learn more about the process.  To involve those who are doing the process.  Make the process map real, use terms and titles that people are familiar with. NNPHI 8th Annual COPPHI Open Forum15

16.  Process Map to learn.  Process Map to document a baseline to measure improvement vs. change.  Process Map to point to where data may be that describes the current process.  Process Maps can be revised.  Process Maps are meant to be shared.  Process Maps may be used outside of QI. NNPHI 8th Annual COPPHI Open Forum16

17. Contact Information Jim Butler jbutlerassoc@voyager.net 517 614-1654 NNPHI 8th Annual COPPHI Open Forum17