TIP #4: DOCUMENTING A FEW STEPS OF THE PROCESS

In Tip 4 of the Firefighting Series, we create a high-level process flow consisting of 5 steps from a call center to note how our original issue, missing information, actually happened. The process begins with a call from the customer and ends with the customer receiving the service. By studying this process flow we identify the handoffs, bottlenecks, defects and understand what happens from start to finish. We note a total processing time of 5 hours. Within this high-level map we have identified a few process steps and corresponding issues that happened between those steps. We noted these as defects in the process or reasons for missing information that we call opportunities for improvement. These defects may have contributed to our original issue so we added them to the bursts above.

Process Flow- Firefighting Tips 4 5 6

During Tip number five, will work on one opportunity for improvement. The goal is to re-design the process so that root cause is eliminated and the process is more efficient. In preparation for Tip number five, choose one step in the process with a corresponding opportunity for improvement. We’ll learn how to eliminate that defect and redesign the process

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