A review of how to extend the IPO flow model and SIPOC by building a process map.

1. Section & Lesson #:
Pre-Requisite Lessons:
Complex Tools + Clear Teaching = Powerful Results
Building a Process Map
Six Sigma-Define – Lesson 6
A review of how to extend the IPO flow model and SIPOC by building a
process map.
Six Sigma-Define #05 – Building a SIPOC
Copyright © 2011-2019 by Matthew J. Hansen. All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted by any means
(electronic, mechanical, photographic, photocopying, recording or otherwise) without prior permission in writing by the author and/or publisher.

2. IPO, SIPOC & Process Maps
o Remember, our goal for the Define phase is to understand the problem.
• This can be done by understanding the business processes where the problem exists.
• To do that, we can use the IPO, SIPOC and Process Mapping tools:
Copyright © 2011-2019 by Matthew J. Hansen. All Rights Reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted by any means (electronic, mechanical, photographic,
photocopying, recording or otherwise) without prior permission in writing by the author and/or publisher.
Who are SUPPLIERS of inputs and CUSTOMERS of outputs?
 SIPOC
Start of Process:
End of Process:
Supplier Inputs Process Outputs Customer
Grocery store Bread 1. Set 2 bread slices on plate PB&J sandwich A child
Peanut Butter
Jelly
2. Use knife to scoop out PB from jar
and spread on one slice of bread.
Plate
Knife
3. Use knife to scoop out jelly from jar
and spread on other slice of bread.
Napkin 4. Join both slices of bread.
5. Slice the sandwich into 2 halves.
6. Pass sandwich & napkin to child.
Child requests a peanut butter & jelly (PB&J) sandwich.
Child receives a peanut butter & jelly (PB&J) sandwich.
 Process Maps
What are the detailed steps of the entire business process?
Set 2 bread
slices on
plate
Spread PB on
one slice of
bread
Spread jelly
on other slice
of bread
Join both
slides of
bread
Slice the
sandwich into
2 halves
Pass napkin
& sandwich
to child
Slice
sandwich?
No
Yes
 IPO
What INPUTS feed into the
PROCESS to create the OUTPUTS?
Input
Process
Output

3. Process Maps Defined
o What is a process map?
• It visually diagrams the flow of an entire process across critical steps & decision points.
 It can be reflected at a high-level or very detailed level; the level should be determined by the team.
 For the Define phase of DMAIC, a high-level process map is generally all that is needed.
• They can reflect just one sub-process or can inter-connect multiple sub-processes.
• Below is an example of a simple, high-level process map for making a sandwich:
o What are the different parts of a process map?
• Process maps can either be very simple or extremely complex.
 This training module will only focus on a few components and a simple format for process maps that are
most often used for Lean and Six Sigma initiatives.
• Below are the most common shapes used in process maps:
Copyright © 2011-2019 by Matthew J. Hansen. All Rights Reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted by any means (electronic, mechanical, photographic,
photocopying, recording or otherwise) without prior permission in writing by the author and/or publisher.
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Process Step
Decision
Point
Start or Finish
Terminator
•A unique & critical action.
•Text begins with a verb.
•Has 1 arrow going in &
coming out from it.
•A critical requirement.
•Text is a question having only
2 or 3 answers (e.g., Yes/No).
•Has 1 arrow going in & 2 or 3
(1 per answer) coming out.
•Identifies the beginning or
end of a process flow.
•Only 1 arrow going in (ending)
or coming out (beginning).
•Connects shapes to show
how the process flows.
•Each arrow should only
have one head.
Connector
Receive
request for
sandwich
Acquire
sandwich
ingredients
Make
sandwich
Give
sandwich
to child

4. CAM Project: Change of Ownership (COO) Process (As Is)
Back Office AgentBack Office AgentFrontline AgentFrontline Agent
Create ticket in
CSM for BO
Cust calls Care
to initiate COO
Is one
customer not
on call?
Call other
cust now?
Other cust
reached?
Both cust
authenticated?
Both
cust accts
active?
Is one
customer
CL?
Inform cust they
will be contacted
w/in 5 biz days
Complete
COO process
Complete
COO process
End Call
Y
Y
Y
Y
Y
Y
N
N
N
N
N
Cannot complete
COO process
N
Customer
reached?
Call customer
receiving COO
Leave message;
wait 1d for reply
Were 2
attempts
made?
Close ticket
as incomplete
N
Y
Y
End
N
CSM ticket arrives
in Phx next day
Ask that both cust
call back when
ready to continue
This occurs for 79% of COOs;
62% of all COOs can’t be
reached at all
CSMloadstkttoPhoenix
= Root cause
= Critical process
Legend
Cust calls Lex
to initiate COO
xxx
xxx
xxx
xxx
xxx
xxx
xxx xxx
xxx
xxxxxx
Swimlanes Defined
o What are swimlanes?
• They display who (in different functional areas)
executes the process steps or decisions.
 The process steps are drawn within the swimlane that
performs the process.
 The arrows that illustrate the flow of the process
cross between the swimlanes to reflect hand-offs.
• They are also known as “functional bands”.
 This is the term used in Microsoft Visio.
• Swimlanes can be drawn vertically (as columns)
or horizontally (as rows).
 Either format is acceptable; use the format that best
suits how the process map will be displayed.
 For example, if printing the process map on paper,
a vertical map maximizes the space on the page. But
if displaying in PowerPoint or on the computer, a
horizontal map is better at maximizing the space.
Copyright © 2011-2019 by Matthew J. Hansen. All Rights Reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted by any means (electronic, mechanical, photographic,
photocopying, recording or otherwise) without prior permission in writing by the author and/or publisher.
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This process map example
has two swimlanes

5. High-Level vs. Detailed Process Maps
o What is a high-level process map?
• They generally summarize only the very critical steps in a process.
 They are not intended to show the intricate details of each process.
• The process steps are often the same as those in the “process” column of the SIPOC.
 The process is generally limited to 4 to 10 steps.
 Very few (if any) decision points are included in a high-level process map.
 Terminator shapes and swimlanes are not typically used for high-level process maps.
• Below is an example of a high-level process map.
 This has a little more detail focusing on the “make sandwich” step in the process map displayed earlier:
o How does this differ from a detailed process map?
• The level of detail in a process map can vary; it should be determined by the team.
 The level of detail should be based on the presumed level of knowledge/experience of the reader.
 Most detailed process maps assume the audience has some basic knowledge about the mapped process.
 When mapping processes for building computer systems, there should be no assumed knowledge – all
intricate details of every action and requirement should be clearly defined in the process map.
• At a minimum, all critical requirements (reflected as decision points) should be included.
 This can help you evaluate each step to identify any non-value-added steps or requirements.
 Detailed process maps are often necessary for defining As-Is & To-Be maps in Lean workouts.
Copyright © 2011-2019 by Matthew J. Hansen. All Rights Reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted by any means (electronic, mechanical, photographic,
photocopying, recording or otherwise) without prior permission in writing by the author and/or publisher.
5
Set 2 bread
slices on
plate
Spread PB on
one slice of
bread
Spread jelly
on other slice
of bread
Join both
slides of
bread
Slice the
sandwich into
2 halves
Pass napkin
& sandwich
to child
Slice
sandwich?
No
Yes

6. Practical Application
o Refer to the two processes for which you built a SIPOC and COPIS in the prior pre-
requisite lesson.
• For each of those processes, take the steps defined in the “Process” portion and build a process
map from them.
 Be sure to include a starting and ending terminator shape.
 Integrate the input and output requirements from the SIPOC as decision points in the process map. Be
sure that each decision point has at least two labeled arrows exiting from the shape.
 Be sure that all arrows are correctly flowing through the entire process without any premature stops or
unresolved loops.
 Be sure to separate the process steps into swimlanes, if applicable.
• Are there any duplicate process steps or loops within the process?
 If so, try to reorganize the flow of the process to avoid duplication (this is acceptable as long as it still
accurately reflects the flow of the process).
Copyright © 2011-2019 by Matthew J. Hansen. All Rights Reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted by any means (electronic, mechanical, photographic,
photocopying, recording or otherwise) without prior permission in writing by the author and/or publisher.
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