Now we have the data, we are now able to observe the process under examination and identify the value adding and non-value adding activities within it that lead to delays and errors.
For this, a detailed process map is drawn up with all the key functions and roles involved in the process. This is called a cross-functional process map. This is a tool from Lean methodology. The steps involved in creating a cross-functional process map are:
Identify the customer and other participants of the process and list them vertically on the left-hand side.
Identify the first and the last step of the process
Identify the participant who interacts with the customer and the activity they perform and write the activity against the row of the respective participant
Identify the output of this activity and the recipient of this output
Keep performing these steps until the process is complete, that is, the final step as listed in step i) is reached
The following is an example of...