Flow Process Chart (Operative)

Instructions for use

This flow chart tool is intended for use where the primary focus is service oriented. It is an effective tool for
optimization of processes by helping to identify unnecessary or inefficient operations.
The Event Symbols each represent a specific type of activity, as is illustrated below:
Basic Operation, especially non clerical, may involve tools
Clerical Operation, create a new record, letter, memo, etc.
Clerical Operation, edit an existing record, revise a letter, etc.
Transportation, a move between operations
Storage, especially of materials, tools, etc.
Delay, any wait time
Inspection, as with gauges, quality, etc.

These are intended to represent discrete events, having a definite beginning and ending.
Step1: Define exactly what you are going to observe, including starting point and end point. This definition may be
adjusted once you begin the observation process, but you will notate the revised focus if there is a change.
Step2: Introduce yourself to anyone that might be aware that you are observing the process. Help them to understand
that your interest is in mapping the process, without regard to who is actually performing the process. You
must make the person(s) comfortable with what you are trying to accomplish. It is beneficial if they can tell
you what they are doing as they work, without adversely affecting their performance. They should perform
their tasks as if you were not there because part of what you want to capture is the subtle pauses in activity.
Step3: Fill in the preliminary fields if you have not already done so. Process is the description of what you intend to
map. Location is the site description. Present Method is checked if you are observing conditions as they
exist prior to any modifications to the process. Proposed Method is checked if the document represents the
modified process, either by design or by observation. Date represents the date of the observations. By should
be your name.
Step4: Get comfortable and just watch the activity for a while, at least long enough to determine the starting
operation and the ending operation. Also, be aware of variances in the process. Processes may have different
sequences of operations depending on some variable. You should map each of these differing sequences,
notating what signal prompted the variation.
Step5: Using a pencil with an eraser, document the sequence of operations. Notate a brief description of each
operation. Draw a line in the Event Symbol column through the appropriate symbol for each successive
operation. Document the time estimate for each operation (refer to the time study form). For any
transportation operations, document the distance measures. As you observe the process, notate any potential
process modifications in the Method Recommendation column. Finally, add any notes that may be relevant
and be useful in explaining the process to others.
Step6: Finally, count each type of operation and put the count in the appropriate cell of the Summary Information
section. Tally the total distance and total time of each type of operation and document them in the
appropriate. Cell in the Summary Information section also.
Courtesy of Duke Rohe (drohe@att.net)
HIMSS Management Engineering & Process Improvement (ME-PI) Community
http://www.himss.org/ASP/MEPI_Home.aspCourtesy

Flow Process Chart (Service Oriented)

Process:
Location:

Answering the Phone

My Office
Operation
Create A
Record

Operation
Summary
Basic
Add
Information
Operation
Information Transportation
Total Count
2
2
2
2
Total Dist
3
12
Total Time
0.1
0.05
2.05
0.2
Time
Duration
Distance
(In Mins)
(In Feet)
Event
Event Symbol
Phone ring

Nill

Move to the phone

0.1

Pick up receiver

0.05

Say Hello

0.05

6
1.5

Say Goodbye

0.05

Hang up the phone

0.05

1.5

Move back to work area

0.1

Clerical, New

Clerical, Edit

Storage

Delay

Inspection
1
0

Method
Recommendation

Notes
This is the signal
that begins the process.

Conversation

Operation

Date: July 16, 2002

By: Myhee Talksalo

Present Method
Proposed Method

Transportation

Relocate phone

Bodily travel

Wear a headset

might be beneficial to
notate.

Movement travel
Bodily travel

Storage

Delay

Inspection

Flow Process Chart (Service Oriented)

Process:
Location:

Present Method
Proposed Method

Summary
Information
Total Count
Total Dist
Total Time

Basic
Operation

Event

Operation
Create A
Record

Event Symbol

Operation

Clerical, New

Operation
Add
Information Transportation

Time
Duration
(In Mins)

Clerical, Edit

Distance
(In Feet)

Transportation

Date:
By:

Storage

Delay

Method
Recommendation

Storage

Delay

Inspection

Inspection

Notes