Step 1: Make Current State Analysis

 Who does what, when and how in the process?

‘Current State’ shows what REALLY happens

Surprise! Although the process does work, nobody seems to know how… Although ISO, QS and other certificates, what really happens mostly is a black-box.  And yet it works!

Good news; You must have GREAT people in your company! 

Let’s ask them how it works and what they need. 

1: Write down all actors

On the left side, all actors that play a role in the current process are listed. The first actor is the customer.

When there are more actors than lines: just add an extra form!

Later you will be looking for all the point where people transfer data. Keep that in mind when selecting actors!

The sequence is not really important. Just try to put them ‘in order of appearance’

27 actors in this process…. Not really an exception! 

2: Write down all activities

Each ‘actor’ has its own line. Decide who ‘starts’ the process.

By putting the activity on the line of an actor, you only need to write two words: a VERB and a SUBJECT:

[Customer] [Sends Request]

The verb is always an activity. You do not need to write: [Sales] [Receives Request]

Write what the action of the next actor would be; e.g.

[Sales] [Confirms Receipt]

On each line we see the activities of an actor in time. Now it becomes clear who does what and in what sequence. 

3: Draw Communication Lines

Follow the information-flow from activity to activity. Who transfers what to whom?

The line can have two colors:

1. Green: The communication goes like water through a river: Always correct, on time and complete.

2. Red: Not ALWAYS on time, complet or correct.

Your test-question is: “Would you fly with this?”

When the answer is not immediately “Yes”it is RED.

 2. The activity-time: The time the process is really being touched; when there is activity going on.

It is not unusual that the current state map is quite cluttered. Show it! This might show your actual problem! 

 

Connecting the activities by communication-lines. Once the process starts with unclear or undefined input, it is quite obvious the rest can never be on-time, correct and complete anymore!

3: Fill the time-line

The first two time-lines at the bottom can now be filled:

1. The clock-time. The clock-time starts running when the process starts: it keeps ticking like a stopwatch. Day and night, weekends, holidays just until the process is done.

Hint: Start the process at wednesday 14:00 (middle of the week) 

 2. The activity-time: The time the process is really being touched; when there is activity going on.

 

Filling the time-lines. To fill the Value Time you need to do the loss analysis first. (see Step 2)

4: Add all data-carriers

A data-carrier is the medium used to transfer data from one person to another. This can be forms, screens of an IT system, emails, phone-calls or even verbal messages.

From every data-carrier used, use a representation and stick it in the middle part of the form. 

The middle part of the form contains all forms, screens etc that are being used to transfer data from one person to the other