Page 419 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Design and Improvement of Service Processes—Process Management 377

Fig. 10.25 indicate that the push-based production is changed into a pull-
based production. As a result of this process redesign, the lead time is
reduced to 4.5 days from the 23.5 days of Fig. 10.18.

10.6 Process Management Procedures

10.6.1 Process Management Overview

Process management is performed by following a series of steps in the
correct order and applying the appropriate tools for each step. It is very
important that this methodology be customized to match the requirements
of different types of processes and particular process situations. For
example, the process management procedures for a project shop case will
be very different than the procedures for the supply chain case.

Process management involves the following five phases:

1. Process mapping
2. Process diagnosis
3. Process design
4. Process implementation
5. Process maintenance

10.6.2 Process Mapping

In the process mapping stage, the following tasks must be performed:
1. Identify the process under study. In any DFSS project, we are going to
work on one process at a time. We need to identify which process we
want to work on and define the scope of the project and the boundary
of the process.
2. Outline the process. The process types and performance metrics
discussed in Sec. 10.3 can be very helpful in identifying what type of
process that we are working on, and what are the possible process
features and performance metrics.
3. Document process objectives and performance metrics. Based on the
knowledge provided by Sec. 10.3 and detailed analysis of the process
under study, we can finalize what are our process objectives and per-
formance metrics.
4. List the process steps.
5. Determine the layout process sequence.
6. Identify the process resources for each process step.