For some, the Process Map is the #1 process improvement tool available. And if that’s true, the Swimlane Map is an even better tool for mapping processes. Adding lanes kicks the analysis and discovery up a notch. It’s great for highlighting who-does-what and uncovering hand-offs that result in dropped balls. It also goes by many names so whether it’s “Deployment Map,” “Cross-Functional Map” or the more athletic “Swimlane Map,” it’s a great thing to get better at. Join this 1-hour Intermediate webinar for a look at this process workhorse and find out how to make it work for you!

1. How to Make the
Swimlane Map Work for You
Presented by Elisabeth Swan
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2. About Our Presenter
• Managing Partner &
Executive Advisor at
GoLeanSixSigma.com
• Co-host of the
Just-In-Time Café Podcast
• elisabeth@goleansixsigma.com
Elisabeth Swan
/ElisabethSwan
@ConsultSwan
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3. How to Interact
Answer Polls! Ask a Question!
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4. Where Are You From?
Share your location in the Question area in your
Control Panel!
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5. Who Is GoLeanSixSigma.com?
• GoLeanSixSigma.com makes it easy for everyone
everywhere to build their problem-solving muscles
• We provide the most practical, easy to understand
and enjoyable Lean and Six Sigma resources
available
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6. We’ve Helped People From…
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7. Today’s Agenda
• What is a Swimlane Map?
• Why would you use one?
• What are some ways to enhance it?
• What should you watch out for?
• What are some tips and tricks?
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8. The Swimlane Map
• Separates process steps by function
• Lanes represent departments/people
• “Swimlane” – Swimming pool
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9. Elements of the Swimlane Map
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Place call
to request
visit
Schedule
Evaluation
Send to
Billing
Patient
Admin
Receive
patient
call
Fill in
insurance
ver. form
Lead Billing
In the
system?
Set up in
system
Receive
Patient
Info
YES
NO
Parallel
StepsProcess
Steps
Time
Functions/
Departments

10. Why Would You Use One?
• Get a detailed “micro” view
• Establish current state
• Identify causes of process “stagnation”
• Uncover handoffs & other issues
• Create work instructions
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11. Poll #1
Question: Which type of map do you use the
most?
• A. Basic Flow Map
• B. Value Stream Map
• C. Swimlane Map
• D. Other
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12. Selecting What to Map
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S I P O C
CustomerSupplier Input OutputProcess
Who What What WhoHow
How
How
How
How

13. Conduct a Process Walk First
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14. Supplies
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Butcher Paper (36” wide)
Tape
Scissors
Sharpie Pens Sticky Notes

15. Transactional Mapping Symbols*
Most Common
• Action Step
• Decision
• Pain/
Opportunity
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Others
• Terminator
• Form
• Delay
*Endless array!

16. Ground Rules
• Current State
• 80/20 Rule
• One Step
• Add Job Title
• Verb Noun
• One Level
• Spell It Out
• Read It Out
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17. Basic Mapping Questions
• Then what happens?
• Anything else?
• Do you have to
make any decisions?
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I know the
solution!
Do tell…
Solution Parking Lot

18. Visual Management of Issues
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This is a
problem!

19. What to Look for
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Place call
to request
visit
Schedule
Evaluation
Send to
Billing
Patient
Admin
Receive
patient
call
Fill in
insurance
ver. form
Lead Billing
In the
system?
Set up in
system
Receive
Patient
Info
YES
NO
Time
Fill in
insurance
ver. form
# of Handoffs?

20. Redundant Steps
What to Look for
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Place call
to request
visit
Schedule
Evaluation
Send to
Billing
Patient
Admin
Receive
patient
call
Fill in
insurance
ver. form
Lead Billing
In the
system?
Set up in
system
Receive
Patient
Info
YES
NO
Time
Fill in
insurance
ver. form

21. Rework Loops
What to Look for
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Place call
to request
visit
Schedule
Evaluation
Send to
Billing
Patient
Admin
Receive
patient
call
Fill in
insurance
ver. form
Lead Billing
In the
system?
Set up in
system
Receive
Patient
Info
YES
NO
Time
Fill in
insurance
ver. form

22. Issue: Packages Backing Up
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Zingerman’s Process

23. Example of Missing Decision
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24. The Missing Decision
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Easy
to
pack?
Pack the
box
Let box
pass by
YES
NO
Pick
Me!

25. Issue: Backtracking
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Place call
to request
visit
Schedule
Evaluation
Send to
Billing
Patient
Admin
Receive
patient
call
Fill in
insurance
ver. form
Lead Billing
In the
system?
Set up in
system
Receive
Patient
Info
YES
NO
Time!

26. Poll #2
Question: What is the most common
mapping issue you’ve encountered?
• A. Making tasks seem simple when they’re not
• B. Leaving out decisions
• C. “Back-tracking” on a Swimlane
• D. Forgetting to show handoffs
• E. Adding more than one task to a step
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27. Questions When Digging for Data
• How much time does it take you to do the
work?
• How long does it take from when it’s available
to you to when you make it available to the
next person?
• How often do you do that?
• Do you have to wait?
• How often is it wrong?
• How often do you need more information?
• Do you have any job aids?
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28. Adding Metrics to Swimlane Maps
• Process Time
• Lead Time
• % Complete
& Accurate
• # of Steps
• # of Handoffs
• % Value-Added
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PT = Process
Time
(in minutes)
LT = Process
Time (in hours)
% Complete &
Accurate

29. Metrics on the Map
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Place call
to request
visit
Schedule
Evaluation
Patient
Admin
Receive
patient
call
Fill in
insurance
ver. form
Lead Billing
In the
system?
Set up in
system
Receive
Patient
Info
YES
NO
PT
LT
10 m
4 h
5 m
24 h
15 m
10 h
5 m
20 h
Send to
Billing

30. Rework Metrics
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Stay on the
“Happy Path”
Is
everything
good?
Add some
value
Fix it
YES
NO
Rework = 30%?

31. After Mapping
• Physical – Post in Common Space
• Ask people to visit
• Validate the map
• Add pain points
• Choose paint points to address
• Conduct a Value-Added Analysis
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Any
changes?

32. Value Analysis Refresh
Value Adding (VA): Any activity or process step
that the Customer of the process sees as valuable.
• The customer is willing to pay for it (cares)
• Transforms the item toward completion
• Done right the first time
Non-Value-Added (NVA): Steps that fail to meet
any of the 3 criteria for VA
Non-Value-Added but Required (NVA-r):
aka “Value Enabling” or “Business Value-Added” –
deemed necessary to run the business (data entry,
etc.)
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33. Fastest Method
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34. Value Added Flow Analysis Example
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35. Digital Swimlane Maps
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Visio Lucidchart
Excel

36. Question for You
Do you have a Swimlane Map technique
you’d like to share?
• Please enter your response in the Question box
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37. 10 Process Mapping Tips
1. Don’t map for mapping’s sake.
2. Start with the current state.
3. Walk the process.
4. Map the true process.
5. Keep it simple.
6. Include process data.
7. Display the variation.
8. Indicate root causes.
9. Apply visual management.
10.Spark energy and excitement.
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38. Resources for Deeper Learning
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39. Today We Covered
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• What is a Swimlane Map?
• Why would you use one?
• What are some ways to enhance it?
• What should you watch out for?
• What are some tips and tricks?

40. Questions?
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41. Getting Started
Learn more by starting some more training!
• White Belt Training & Certification (Training is FREE)
• Yellow Belt Training & Certification (Training is FREE)
• Green Belt Training & Certification
• Black Belt Training & Certification
• Lean Training & Certification
Coupon Code: 20SWIMLANE
20% discount on all courses!
*Expires June 24
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42. New eBook!
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• Available now on our site!
goleansixsigma.com/
product/problem-
solvers-toolkit/
• Kindle version available
on Amazon next week!

43. Upcoming Webinar: June 19, 11am PDT
Register today at GoLeanSixSigma.com/webinars
We’ll select upcoming webinars based on your
feedback, so please share your feedback on the survey
at the end of close of this webinar.
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44. Just-In-Time Café Podcast
Tune in at GoLeanSixSigma.com/cafe for the latest
Lean Six Sigma news, easy ways to apply
Lean Six Sigma and interviews with process
improvement leaders like you!
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45. Success Story Webinar
Check out more success stories from Go-Getters just
like you at GoLeanSixSigma.com/Success
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46. Wonder Women of Quality
Join us each month as we highlight another unsung
hero of Quality!
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47. Questions?
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48. Thank You for Joining Us!
More questions? Ask us at
contact@goleansixsigma.com
Click here to download free tools,
templates, infographics and more!
@GoLeanSixSigma/company/GoLeanSixSigma-com /GoLeanSixSigma 48