Page 342 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

302 Chapter Ten

• Efficiency
• Response time and speed
• Work-in-process (WIP) inventory
• Process cost

Other metrics such as safety may also be important. Most organizations are
motivated to manage their processes through several of these metrics. In
process management, the goal is usually to maximize profits, maintain a
high level of customer satisfaction, and achieve long-term process stability.

Process management is a disciplined, systematic approach used to identify
process issues, analyze them, design and improve the process, and maintain
the improved process. Process management involves the following five
phases:
1. Process mapping
2. Process diagnosis
3. Process design
4. Process implementation
5. Process maintenance
A variety of tools are used in process management. These tools include
lean manufacturing and operation, process failure mode and effect analysis,
computer simulation, data collection, and statistical analysis. The key for
success in process management is to select the most appropriate tools to be
used at each process management phase. We now briefly discuss each
phase.
1. Process mapping: A process map is a schematic model for a process.
“A process map is considered to be a visual aid for picturing work
processes which show how inputs, outputs and tasks are linked”
(Anjard 1998). Process mapping is used to develop a process map for
the process under study. There are a number of different methods of
process mapping; these methods include a process flowchart, IDEF0
process mapping, and value stream mapping. Once the process has
been mapped and documented, the process diagnosis can then proceed.
2. Process diagnosis: Process diagnosis is used to try to identify the key
problems in process performance and the root causes for these
problems. The tools used in process diagnosis include process failure
mode and effect analysis, cause-and-effect diagrams, lean manu-
facturing and operation principles, and value stream mapping analysis.
3. Process design: Process design involves the following activities:
• Understanding the requirements of the process and translating the
requirements into process design options