How do you actually improve a core process? Start by making a process (or work-flow) map—a straightforward diagram of exactly how the tasks in a particular process flow through the individuals and groups who handle them. figure 6-2 shows a simplified process map for order fulfillment. Ask the individuals responsible for each stage of the process to chart the process flow from beginning to end. Then ask the team to look for bottlenecks and problem interfaces between individuals responsible for adjacent sets of tasks. For example, errors or delays may occur when someone in customer relations
...more
