Action 3.2 Document the Current Process sit Really Happens Be

Purpose

To understand how the work is really done, to identify any policies or procedures that are not able to be followed and to identify variations in work practices that are occurring.

DESIRED OUTCOME

Once this step is completed, you will have developed detailed flowcharts of the way the work is actually done, showing the complexity of decision making, waste and rework that is involved in day to day operations.
Customers of and suppliers to the process will have been identified. Policies, procedures and work instructions that are in conflict with the way the work is really done have also been identified.

How to do it

Using the identified customers, suppliers and process boundaries, work with the people involved in the process to map a detailed flowchart showing the way the work is actually done, including identifying waste, rework and difficult decisions.

Identify any policies, procedures or work instructions that either describe the way the work is done, or should be done, or is in conflict with the customer’s requirements of the process.

Often this task is best done if a team member works with somebody in the process to map, on butcher’s paper, the way the process actually works. Invite other people in the work area to come and add their information to what is shown on the butcher’s paper. The goal is to achieve a deployment flowchart that represents the way most of the people work in the work area.

Pro tips

Involve the people who work in the procession documenting /charting the process. Invite others ni who can contribute to getting understanding of what actually happens in the process. Encourage ownership of the information in the chart by the people who helped create it.