Often we have a process through which we want to increase the throughput or output without adding resources. In these situations a Process Flow Chart or Process Evaluation Chart is an excellent tool to start with.
A Process Flow Chart or Process Evaluation Chart (the latter is populated with measurement data) can be created by bringing together the participants in the process and mapping it out together. Some organizations believe that mapping the processes with the frontline associates always results in lightbulbs going on and the associates voicing concerns and ideas once their process is on the wall.
There are always surprises, they find ‘black holes’ or dead ends, see the ‘wastes’, waiting and handovers get visible and they learn what the other ‘swim-lanes’ (teams or team members) do and how what they do impacts others and vice versa. They always start to create action logs based on the concerns/ideas and they serve as the basis for the improvement project.
Another approach is to start with observation. Follow the process, observe the work and gather what data is available about the current process. This can be compiled into a draft of a flow chart to bring to a meeting with participants from all areas of the process under study. At this meeting, the group goes through the draft, discussing, adding to, questioning, and correcting the draft to better reflect reality.
Below is a graphic summary of flow chart symbols and their meaning: