The document outlines various customer service and production processes, detailing both value-add and non-value-add times for each step. It includes examples from a fault reporting system, service booking process, and basic cake production, providing insights into inefficiencies. Additionally, it suggests using a provided template to create process maps that can help identify areas for improvement in operational efficiency.

1. BE HEALTHY WEBSITE
Customer
reports
fault via
email
1 min
NVA
Time
Non-Value Add
(including waste time)
1 hour 58 mins to
3 hours 20 mins
Value Add 2 hours 2 mins to
5 hours 3 mins
Customer
reports
fault via
phone
4 mins
NVA
Engineer
fixes fault
2 hours
VA
Engineer
escalates
fault to
manager
5 mins
NVA
Support rep
opens fault
file and
assigns
engineer
5 mins
NVA
Support rep
updates
customer
on fault
status
1 min
VA
Support rep
updates
customer
on fault
status
1 min
VA
Manager
fixes fault
5 hours
VA
Support rep
closes the
customer’s
fault file
1 min
NVA
Support rep
informs
customers
that the
fault is fixed
1 min
VA
30
mins
2
mins
5
mins
1
hour
30
mins
20
mins
2
hours
5
mins
5
mins
2
mins

2. JUN’S SERVICE BOOKING PROCESS
Time
Non-Value Add
(including waste time)
1 hour 21 minsValue Add
15 days, 4 hours,
15 mins +
Customer
calls for
printer
service
3 mins
NVA
Call center
rep explains
service
options
available
20 mins
VA
Booking
team
allocate an
appointment
10 mins
NVA
Customer
informed by
email
1 min
VA
Logistics
team
schedules a
visit
30 mins
NVA
Technician
performs the
service
1 hour
VA
Customer
confirms the
appointment
X
If not suitable,
the booking
team is
notified by
email
1 min
NVA
If suitable,
the logistics
team is
notified by
email
1 min
NVA
5
mins
20
mins
5
mins
2
weeks
1
day
3
hours
3
hours
NO YES

3. MARTA’S BASIC PRODUCTION PROCESS
Time
Non-Value Add
(including waste time)
3 hours 14 min
Value Add 2 hours 5 mins
Assistant
makes
basic cake
batter
15 mins
VA
Assistant
checks
daily recipe
10 mins
NVA
Owner
checks
batter
5 mins
NVA
Assistant
bakes cake
1 hour
VA
Owner
checks
cake
5 mins
NVA
Assistant
decorates
cake
20 mins
VA
Owner
checks
decoration
quality
5 mins
NVA
Assistant
displays
cake in
bakery
20 mins
VA
Assistant checks daily recipe
Assistant
walks from
kitchen to
stockroom
with batter
4 mins
NVA
Assistant
collects
ingredients
from
stockroom
5 mins
NVA
Assistant
weighs
ingredients
5 mins
VA
Assistant
adds
ingredients
to batter
5 mins
VA
Assistant
returns to
the kitchen
with batter
4 mins
NVA
2
mins
30
mins
2
mins
30
mins
20
mins
30
mins
20
mins
1
min
1
min
1
min
1
min

4. PROCESS MAP TEMPLATE
Time
Non-Value Add
(including waste time)
1 hour 58 mins to
3 hours 20 mins
Value Add 2 hour 2 mins to5
hr 1 min
Customer
reports
technical
fault via
email(30mi
s for
process1 min
NVA
Customer
reports
technical
fault via
phone (2
min for
process)4 min
NVA
Support rep opens fault file and
assigns engineer(5 mins NVA)
5 mins
Support rep updates customer
on fault status(1 min VA)
Engin
eer
fixes
faults
2hour
s( VA)
Engin
eer to
mana
ger
5min
NVA
Informed
customer
fault
status
1 min
VA
Man
ager
fixes
fault
s
5 hr
VA
Infor
med
cust
ome
rs
1min
VA
File closed
1min
NVA
Informed
customers
fault fixed1 min
VA
Inform
customer
fault
status
1 min
VA
Use this template to create process maps for the main operational processes within your business. You can do the following:
• Copy, resize and move each map component.
• Adapt any of the example maps within this document to reflect your own business process.
• Print the map, or share it digitally.
Remember to calculate the Value Add and Non-Value Add time for your process. This will enable you to review its efficiency, and identify
areas for improvement as you progress through the module.