This document provides information about business process improvement tools including understanding customer needs, creating value stream maps, performing value analysis, and taking action. It lists the steps for each tool: identifying customer output and requirements, mapping business processes and information flow, classifying process steps as value-added or non-value added, and eliminating non-value added activities. Contact information is provided for Todd Snover of Brown Smith Wallace LLP in St. Louis and St. Charles, Missouri and Glen Carbon, Illinois.

1. If you would like
more information
on our services,
please contact:
Todd Snover
Supervisor,
Business Process &
Systems Group
314.983.1244
tsnover@bswllc.com
Connect the Dots to
Create Value
St. Louis, MO
St. Charles, MO
Glen Carbon, IL
Toll-Free 1.888.279.2792
bswllc.com
Brown Smith Wallace LLP
Tool #1 - Understand the voice of the customer
1. Identify the output (product or service) being evaluated.
2. Brainstorm to identify the external and internal customers of the output.
3. Use interviews, surveys, focus groups, etc., to understand what is essential to
the customer.
4. Convert customer understanding into product or service requirements (metrics).
Tool #2 - Create a Value Stream Map
1. Determine what business process or sub-process to map.
2. Draw the steps in the process.
3. Add the information flow.
4. Collect process data (metrics associated with customer requirements) and connect it to
the processes on the map.
Tool #3 - Perform a Value Analysis
1. From the value stream map, classify each step as value-added, business non-value
added, and non-value added.
2. Add up the time spent in each category.
Tool #4 - Take Action!
1. Eliminate non-value added activities.
2. Verify business non-value added tasks requirements and minimize or eliminate.
3. Optimize and standardize value-added tasks.
Tool #2: Value Stream Map
Source Stock Store
Plan
StrategizeAnalyze
ShipSell
Support
Tool#3:Perform
ValueAnalysis
Tool#4:TakeAction
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Tool#1:
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