A process map is helpful because it gives us a holistic overview of the customer experience or the specific process that we’re interested in analyzing. But, it’s just a fist step. While a process map can point to general areas of opportunity, it’s sometimes not specific enough.
A complement to a process map is what I’ve used in the past, which I call a Business Process Analysis Template. This template allows the us to highlight specific process steps, the type of activity, time, and distance involved in that process step.
The template above also allows us to highlight the specific wastes – one of the 7 wastes – that the process activity can be categorized as.
For example, suppose you are analyzing an emergency room (ER) or emergency department (ED) process. You analysis might look like this:
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