Probability and Distribution Analysis
Learning Objective
By the end of this lesson, the learner will be able to:
- Explain the purpose of process mapping.
- Describe the purpose of a flowchart.
- Describe the purpose of a swimlane diagram.
- Explain the purpose of SIPOC.
- Explain process boundaries.
- Define a process gap.
- Distinguish between the current state and desired state.
- Explain how gap analysis identifies improvement opportunities.
- Understand that identifying a gap does not automatically identify the root cause.
- Use process mapping to identify delays and inefficiencies.
- Understand how process mapping and gap identification work together.
1. Introduction
A process consists of a sequence of activities that transforms inputs into outputs.
Before improving a process, a Black Belt needs to understand how the process actually works.
Process mapping provides a visual representation of the workflow, while gap identification compares the current performance or process condition with the desired condition.
Together, they help identify inefficiencies and areas requiring improvement.
2. What Is Process Mapping?
Process mapping is the visual representation of the steps and activities within a process.
It helps the improvement team see:
- Sequence of activities
- Inputs and outputs
- Decision points
- Handoffs
- Responsibilities
- Possible delays or unnecessary activities
A process map provides a common view of the process for the improvement team.
3. Why Process Mapping Is Important
A process may appear simple when described verbally, but a visual map can reveal details that are otherwise difficult to see.
Process mapping can help identify:
- Delays
- Repeated activities
- Unnecessary steps
- Handoffs
- Bottlenecks
- Process inefficiencies
The purpose is to understand the process before deciding how it should be improved.
4. Process Mapping Tools
The Black Belt programme identifies four tools for this lesson:
- Flowcharts
- Swimlane Diagrams
- SIPOC
- Gap Analysis Charts
Each provides a different level or perspective of process understanding.
5. Flowcharts
A flowchart represents the sequence of activities in a process.
It can show:
- Process steps
- Decisions
- Direction of flow
- Starting and ending points
Flowcharts are useful for understanding how work moves from one activity to the next.
Example
A loan approval process might contain:
Application → Document Verification → Credit Review → Approval → Loan Disbursement
Mapping these steps makes it easier to investigate where delays occur.
6. Swimlane Diagrams
A swimlane diagram shows process activities together with the person, department, or function responsible for each activity.
It is especially useful for cross-functional processes, where work moves between different departments or functions.
For example, a loan process may involve:
Sales → Documentation → Credit → Management
A swimlane diagram can make the ownership of each activity and the handoffs between functions visible.
7. SIPOC
SIPOC provides a high-level view of a process by identifying:
- S — Suppliers
- I — Inputs
- P — Process
- O — Outputs
- C — Customers
SIPOC is useful for establishing the high-level process context and defining process boundaries before detailed analysis.
The master source specifically identifies SIPOC as providing high-level supplier-input-process-output-customer boundaries.
8. Process Boundaries
A process boundary defines where the process being studied begins and ends.
Clearly establishing the boundary helps the Black Belt:
- Define what is included in the project.
- Identify the relevant process steps.
- Avoid unnecessary expansion of the analysis.
- Focus the improvement team on the process under investigation.
A process map should therefore make the beginning and ending points clear.
9. Understanding Process Gaps
A process gap represents the difference between the current condition and the desired condition.
For example:
Current approval time = 10 days
Desired approval time = 5 days
The gap is:
10 days − 5 days = 5 days
The gap identifies an improvement opportunity, but it does not automatically explain why the gap exists.
Root-cause investigation is still required.
10. Handoffs
A handoff is a transfer of work, information, or responsibility between people, departments, or systems.
Handoffs can introduce:
- Delay
- Communication problems
- Rework
- Variation
- Unclear responsibility
The master source specifically identifies a handoff as a transfer between people, departments, or systems that can introduce delay or variation.
This is particularly important in cross-functional processes.
11. Gap Analysis
Gap analysis compares:
Current State → Desired State
The difference between the two identifies an area requiring improvement.
For example:
| Measure | Current State | Desired State | Gap |
|---|---|---|---|
| Loan approval time | 10 days | 5 days | 5 days |
The Black Belt then investigates the process to understand what is creating the gap.
Important Principle
Gap identification is not the same as root-cause identification.
Finding that performance is below the desired level tells us what is wrong, but further analysis is required to understand why it is happening.
12. Tools & Techniques
The main tools for this lesson are:
- Flowcharts
- Swimlane diagrams
- SIPOC
- Gap analysis charts
- Process boundary identification
- Handoff analysis
These tools help the Black Belt understand the process, establish boundaries, identify inefficiencies, and locate performance gaps.
13. Application Example — Bank Loan Approval
A bank has received complaints that loan approvals are taking too long.
The process involves:
Sales → Documentation → Credit → Management
A Black Belt can:
- Map the major process steps.
- Use a swimlane diagram to show departmental responsibilities.
- Identify the process boundary.
- Measure current approval time.
- Compare it with the desired approval time.
- Identify where delays or handoffs occur.
- Investigate the causes of the identified gap.
The process map therefore provides the foundation for further investigation.
14. Case Study — University Registration
A university reviews its student registration process.
The process map shows several activities involving different departments.
The team identifies the payment stage as a significant source of delay, with approximately 40% of the overall delay occurring at that stage.
The university digitizes the payment process.
Registration time is reduced from 5 days to 2 days.
The case demonstrates how process mapping can help identify where a performance gap exists and where improvement effort should be directed.
15. From Process Mapping to Improvement
The Black Belt should follow a logical sequence:
Understand the Process
↓
Identify the Gap
↓
Investigate Further
↓
Improve
Process mapping helps establish what is happening in the process.
Gap analysis identifies where current performance differs from the desired condition.
Further analysis is then required to understand the causes before implementing improvements.
16. Black Belt Perspective
A Black Belt should avoid jumping directly to solutions.
First ask:
How does the process actually work?
Where are the handoffs?
Where are the delays?
What is the current state?
What is the desired state?
What is the gap?
Only after these questions are understood should the team proceed to deeper root-cause investigation.
17. Lesson Practice
Scenario
A bank has received complaints that loan approvals are taking too long.
The process involves:
Sales, Documentation, Credit and Management.
Tasks
- Identify the major steps in the loan approval process.
- Decide whether a flowchart or swimlane diagram would provide more useful information.
- Identify the likely process boundary.
- Compare the current approval time with the desired approval time.
- Identify where a process gap may exist.
- Explain why finding the gap does not necessarily identify the root cause.
18. Key Learning Points
After completing this lesson, the learner should be able to:
- Explain process mapping.
- Use flowcharts to represent process flow.
- Use swimlane diagrams to show responsibilities.
- Explain the purpose of SIPOC.
- Define process boundaries.
- Define a process gap.
- Compare current and desired states.
- Use gap analysis to identify improvement opportunities.
- Recognize the importance of handoffs.
- Understand that a gap does not automatically identify the root cause.
- Use process mapping to identify delays and inefficiencies.
- Connect process mapping and gap identification to further improvement analysis.
19. Lesson Conclusion
Process Mapping provides a visual understanding of how work flows through a process.
Gap Identification compares the current condition with the desired condition to identify areas requiring improvement.
The main tools are:
Flowcharts → Swimlane Diagrams → SIPOC → Gap Analysis Charts
The important sequence is:
Understand the Process → Identify the Gap → Investigate Further → Improve