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© 2007 Pearson Education

A Systematic Approach to Process Analysis

Suggestion system: a voluntary system by which employees submit their ideas on process improvements.

Design team: A group of knowledgeable, team-oriented individuals who work at one or more steps in the process, do the process analysis and make the necessary changes.

Metrics: Performance measures that are established for a process and the steps within it.

Flowcharts: A diagram that traces the flow of information, customers, equipment, or materials through the various steps of a process.

Service Blueprint: A special flowchart of a service process that shows which steps have high customer contact (line of visibility).

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