Chapter 4

Front 1

process analysis

Back 1

set of tools used to identify opportunities for improvement, document current processes, evaluate processes to find performance gaps, redesign processes, & implement desired changes

Front 2

process analysis, 6 steps

Back 2

1. identify opportunity
2. define scope
3. document process
4. evaluate performance
5. redesign process
6. implement changes

Front 3

4 ways to document the process

Back 3

1. flowcharts
2. service blueprints
3. process charts
4. time study

Front 4

flowchart

Back 4

traces the flow of info, customers, equipment, & materials thru various steps of a process

Front 5

swim lane (flow chart)

Back 5

visual representation that groups functional areas responsible for different sub-processes into lanes

Front 6

service blueprint (flowchart)

Back 6

a special flowchart of a service process that shows which steps have high customer contact

Front 7

process chart

Back 7

an organized way to document all the activities performed by a person or group

organized by:
-operation
-transportation
-inspection
-delay
-storage

Front 8

time study, 8 steps

Back 8

1. define task to be studied
2. divide the task into precise elements
3. decide how many times to measure the task
4. time & record element times & rating of performance
5. compute avg observed time
avg = (sum of times recorded to perform each element) / # of observations

6. determine performance rating & normal time

normal time = (avg observed time) * (performance rating factor)
7. add normal times for each element to develop a total normal time for the task
8. compute the standard time
std time = total normal time * (1+allowance factor)

Front 9

normal time (time study)

Back 9

time that a trained worker requires to perform the specified task under defined workplace conditions

Front 10

data analysis tools

Back 10

-checklists
-histograms & bar charts
-pareto charts
-scatter diagrams
-cause-and-effect diagrams (fishbone)
-graphs