Process Improvement

Map the current process

Map the Process

What are process maps?

Process maps are flow charts which graphically represent how an interrelated series of activities take place.

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Process Mapping Iterations “As Is” or “Current Process” map

Allows process improvement teams to build a common understanding of how a process works

Helps teams identify opportunities for improvement

“To Be” or “Future Process” map Defines how the process would work more

effectively and/or efficiently Drives the implementation plan

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Different Types of Maps for Different Purposes

Overview Map High Level View

Linear Map Activities over time

Swimlane Map Activities over time and WHO is doing

what

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Start with anOverview Map

Gives a high level overview of the key functions of a process & establishes boundaries

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Prepare

Monitor Investigate Intervene

Manage

Recover

Incident Management Process

Then analyze details withLinear Maps

Linear maps describe activities over time, but do not show who is performing the activity

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Morning Preparation

Get up Get dressedIs it

raining?

Take umbrella

Drive to work

Yes

No

Then analyze details withLinear Maps

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APPLICATION TO OPEN A RESTAURANT

Client submits

application

Application & plans

reviewed

Restaurant inspected

Permit issued

Inspection OK?

Address issue

Yes

No

Plans OK?

Address issue

Yes

No

Then analyze details with Swimlane Maps

Swimlane maps describes activities over time and who is performing each activity

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Shopping

Sal

es C

lerk

Cus

tom

er

Take to carSelect item(s)

Bag purchase

Ring up saleReceive payment

Pay

Then analyze details with Swimlane Maps

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Flu POD

Nur

seR

ecep

tioni

stP

atie

nt Arrive for flu shot

Provide registration paperwork

Complete registration paperwork

Screen for adverse reactions

Patient cleared?

Give flu shot

Provide alternate

instructions

Yes

No

Receive flu shot

Questions for Facilitating Swimlane Maps

What happens next?

Who does it?

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Exercise 1: Swimlane Map

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Opportunity Statement: Increase the amount of revenue received from grants to 100% of the award.

When the Business Administrator receives an approved grant contract, s/he meets with the Program Supervisor to establish a budget for personnel, and if supplies are chargeable, a budget for supplies. The Business Administrator then creates the grant record in the system.

The Program Supervisor manages the grant deliverables. If supplies are chargeable to the grant the Program Supervisor submits the purchase request forms to the Purchasing Clerk. The Purchasing Clerk codes the purchases to apply to the grant. (The system will automatically apply personnel costs to the grant.)

Quarterly the Business Administrator reviews and audits the charges to the grant and submits a voucher to the grantor for payment.

Pause the module and take 15 minutes to develop your map.

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Review of the steps

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Swimlane or Linear Maps

Opportunity Statement

Overview Map

Linear or Swimlane? Linear

The logic is more important than who does it

For example, if there are many decisions You are describing work done by, or

from the perspective of, one person

Swimlane Objective is to understand how many

players interact15

Mapping the “To Be” orFuture Map Defines how the process would work more

effectively and/or efficiently Drives the implementation plan Use the same type of map that you used for

your “as-is” map Map out how the team thinks the process

should work Develop an implementation plan based on the

new model Don’t get too detailed at first

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Exercise: More Practice with Swimlane Maps

For the practice exercise you select:Map out the “as is” processThink of at least three ways to improve the processMap out the “to be” process on a separate map or show the changes on your “as is” map

Pause the module after each exercise description and take about 10-15 minutes to complete. Our “as is” answer will follow each exercise.

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Practice Exercise A

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Opportunity Statement: Improve the efficiency of logging restaurant operating certificate renewals.

Letters for renewal of operating certificates for restaurants are sent out twice a year, with 50% of them going out in January and 50% of them going out in July.

When the fees and renewal applications are received, the clerk who receives them writes down the name of the restaurant, the date received and the amount received on a hand kept spreadsheet.

She then gives the applications with the fees to another clerk who enters them into an Excel spreadsheet.

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Practice Exercise B

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Opportunity Statement: Reduce the time it takes to approve purchase requests.

Each unit within the LHD prepares their own purchase request using a paper request form. The form is then given to the division director who signs it for approval. The form is then given to the purchasing agent in the department who codes it and enters it into the county electronic purchasing system. The purchasing agent then e-mails the department’s Director of Administration that there are items waiting for his approval and sign off in the system.

The Director of Administration then goes into the system, reviews each request and signs off electronically. He then notifies the Commissioner/Director by e-mail that there are purchase requests in the system waiting for his approval. The Commissioner/Director then goes into the system and reviews the requests and signs off. His request is then automatically sent to the county purchasing department for purchase.

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Practice Exercise C

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Opportunity Statement: Improve the efficiency of clinical services billing.

Clients register onto a patient database at a central registration desk for clinical services including immunizations and dental services. They are given a hand written billing form for the particular services that they are going to receive with their name, address, and insurance coverage on it. The clients bring the form to the clerk in the clinical area where they are going.

After receiving the services the person who provided the service marks off which services they provided. The patient gives the form to the clerk. The clerk then brings the billing sheets at the end of the day to the billing clerk who is locate in the department’s business office. The billing clerk completes the billing forms for submission to private insurance and mails them out. She enters the information electronically for Medicare and Medicaid claims.

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