Case study process_maps This is another company's example but I am using it for my project as the process will be almost same ,it is assumed the complains will be about technical faults related to website and The Engineers and managers will be relevant people.

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.