Chapter 6 * Processes, Technology, and Capacity 233 | ‘ Bis o 0 | ® eon " 16005] 5 ‘es00 4 Gees) 4 eke a $080 4 c9e$ 3 4. Open te Drawing toolbar (rom the View menu, click on Toother, then Drawing) 2, From the Drawing toolbar, lik on AutoShapes, then Basic Shapes. Select a shape by clicking on | ‘A crosshair ill apper Inte size you want Connect the two shapes with an arrow by clicking onthe arrow icon trom the Drawing tootbar. Use the gid 0 keep the arrow straight Change the thickness ofthe arrow the type of i the line syle, dash style, ot arrow syle icons. 1 the decton of the arrow by clicking on 1 mote sophisticated shapes, lick on AutoShapes, then Flowchart Ad labels or numbers te your flowchart by typing inte» spreadsheet cell er achape, or using the text ‘Aner youve completed the Nochar, erase the lick on Options, then uncheck te Gridlines ckground gid. From the Toots ment, ment, llc-hold and move the cursor o encompass Paste Special 2s a Picture or Mlrasoft Excel Worksheet Object,A Process Flowchart | of Apple Processing Service blueprint: atype of process flowchart that emphasizes customer interaction and service-elated terms such as failure points and lines of visibility. These workers at @ Union Carbide chemical plant are alsplaying a process map thoy developed to anatyze con existing process. The flowcharts not neat and tidy, but does ofter some ‘ebvious candidates for Improvement. US, workers ‘and managers inbott fnaustry and government ‘re examining their processes in an ofternpt fo reengineer work for high ‘quality lose waste, and spo0dler operation. (pate-9.30-08 Tecafion: Graves Mountain [Unload apples irom ugk We o ojoj0 0 [Move le inspection station 1008 o Ne Weigh inspect, sort 4) 4} 4] | sore Move t storage 508 | Wait until needed jajel=[=l=]- ojo/o|o 2 oP o sl Move to posler 7 [LEO DV) Palontcow eles FTO 8 ELDSy | Souk nate uiinesed | 20 [5 [eS DV] Phevoncontror a 10/0 WO _D V| Move tomixing area 20h joe Toal 2908 Flojicharts can take many forms, from freehand drawings to animated simulations, Exhibit6.1 shows a simple flowchart created in Excel. More sophisticated flowcharting tools are available from SnfprDraw (wwwsmartdrav.com), RFFLow (www:rflow.com), iGrafx (www.igrafx.com), ahd others. You may be able to download free trial copies of the software for limited periods of time. Figure 65 shows a process map, so calted because it maps out the by various people in the process. Often process maps will include a time scale as well Figure 6.6 is a service blueprint of an installment lend bility behind which “backroom” operations are performed. Potential failure points © and time estimates are also included. The term blueprint is used to reinforce the idea that see vice delivery needs to be as carefully designed as a physical product and documented with 1 blueprint ofits own. process. Notice the line of vis tivities performed |