WORK PROCESS IMPROVEMENT

Flow Motion

Goal To look for ways to improve a current work process. Participants will create a flow chart to document a work process and make suggestions for improvement.

Time Required Approximately 11/2 to 2 hours

Group Size Subgroups of three or four persons each from an intact service team, with a maximum of twenty participants

Materials

• One sheet of newsprint paper and two felt-tipped markers in different colors for each group

• One copy of the Flow Motion Worksheet and a pencil for each participant

• Masking tape for posting newsprint sheets

PROCESS

1. Introduce the session by stating that quality depends on analyzing current work processes to ensure that they are most effective in reaching the desired outcome. The first part of this analysis is breaking down the process into the steps required to get the job done. Explain that work processes should be reviewed periodically to ensure that modifications are being made as necessary.

2. Form subgroups of three or four persons each.

3. Distribute one copy of the worksheet and a pencil to each participant.

4. Ask each subgroup to select a current work process that is complex enough to involve several steps. Explain that each group will have 20 minutes to analyze this process by completing the worksheet with as much detail as possible.

5. Give a 5-minute warning before time expires, and then stop group work after 20 minutes. Distribute one sheet of newsprint paper and two felt-tipped markers in different colors to each group.

6. Instruct the groups to create a flow chart by writing each step of the work process in order on the newsprint sheet using one color marker.

7. Allow approximately 10 to 15 minutes, giving a 2-minute warning before time expires, and then stop the groups.

8. Tell the groups that they have 20 minutes to identify those steps they feel should be improved and why, using the second color marker to indicate revisions on the original flow chart. As a guide, groups should focus on the last two areas of the worksheet (Necessary Resources and Driving Forces).

9. Allow approximately 20 minutes, giving a 2-minute warning before time expires, and then stop the groups.

10. Provide masking tape and have the groups post their sheets. Ask each group in turn to present its flow chart and identify the steps that group members thought needed improvement and the reasons why. Encourage other participants to ask questions for clarification.

11. Facilitate a large group discussion by asking:

• What specific actions can the service team take to support process improvement?

FLOW MOTION WORKSHEET

Process Name:

Purpose:

Process Steps:

Results and Consequences:

Necessary Resources:

Driving Forces: