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10 Cards in this Set
- Front
- Back
process analysis |
set of tools used to identify opportunities for improvement, document current processes, evaluate processes to find performance gaps, redesign processes, & implement desired changes |
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process analysis, 6 steps |
1. identify opportunity |
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4 ways to document the process |
1. flowcharts |
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flowchart |
traces the flow of info, customers, equipment, & materials thru various steps of a process |
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swim lane (flow chart) |
visual representation that groups functional areas responsible for different sub-processes into lanes |
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service blueprint (flowchart) |
a special flowchart of a service process that shows which steps have high customer contact |
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process chart |
an organized way to document all the activities performed by a person or group |
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time study, 8 steps |
1. define task to be studied 6. determine performance rating & normal time normal time = (avg observed time) * (performance rating factor) |
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normal time (time study) |
time that a trained worker requires to perform the specified task under defined workplace conditions |
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data analysis tools |
-checklists |