Metrics-Based Process Mapping: Identifying and Eliminating Waste in Office and Service Processes

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ISBN 9781439886687
Cat# K14024



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  • Introduces mapping essentials
  • Contains a quick-start user’s guide
  • Includes a CD with an interactive Excel-based tool that allows users to electronically capture their current and future state maps, and also audits the maps for completeness


Metrics-Based Process Mapping (MBPM) is a tactical-level, visual mapping approach that enables improvement teams to make effective, data-based decisions regarding waste elimination and measure ongoing process performance. The mapping technique, often used to drill down from a value stream map, integrates the functional orientation of traditional swim-lane process maps with time and quality metrics that are essential for designing improved processes.

Building on the success of its popular predecessor, Metrics-Based Process Mapping: An Excel-Based Solution, this book takes readers to the next level in understanding processes and process improvement. Included with the book is an interactive macro-driven Excel tool, which allows users to electronically capture their current and future state maps. The tool also audits the maps for completeness, summarizes the metrics, and auto-calculates the improvements.

Improvements to this version include:

  • Foundational content about processes—what they are and how they vary
  • A description of the difference between value-stream and process-level maps
  • New content about how to bridge the gap between your current state and your desired future state
  • Tips for effective team formation and mapping facilitation
  • An implementation plan for those using the mapping methodology as a standalone tool and not part of a Kaizen Event

The Excel-based tool included on the accompanying CD provides readers with a user-friendly way to electronically archive manually created maps in team settings for easier storage and distribution across your entire organization. While current and future state MBPMs are initially created during team-based activities using butcher paper and post-its, the electronic maps serve as standard work documentation for the improved process, enabling training, communication, and process monitoring activities.

This flexible, user-friendly tool includes:

  • A custom toolbar that simplifies map creation and editing
  • Automated calculation of key metrics
  • An audit feature to prevent mapping errors
  • The ability to simulate how improvements will impact staffing requirements

System Requirements: The tool is intended for use on PCs using Excel 2003 or later—it will NOT function with earlier versions of Excel, or on Macintosh computers.

View a demo of the Excel tool at:

Table of Contents

What Is a Process?
Definition of a Process
Process Components
Types of Processes
Process Management

What Is Metrics-Based Process Mapping (MBPM)?
Strategic and Methodological Improvement

Mapping Preparation
Scoping the Process Being Mapped
Forming the Mapping Team
Mapping Logistics
Communication and Data Gathering

Mapping Essentials: Understanding the Current State
First Pass: Identify the Process Steps
Second Pass: Add Key Metrics for Each Step, Create the Timeline, and Calculate the Summary Metrics
     Process Time
     Lead Time
     Percent Complete and Accurate
          Additional Information
     Timeline Critical Path
     Summary Metrics
          Timeline Critical Path (CP) Summation
          Rolled Percent Complete and Accurate (R%C&A)
          Activity Ratio (AR)
          Number of Steps
          Total Process Time
          Full-Time Equivalent (FTE) Labor Requirements
          Other Relevant Metrics
Third Pass: Classify the Steps as Value-Adding and Necessary Non-Value-Adding

Mapping Essentials: Designing and Implementing the Future State
Selecting Countermeasures
Implementing the Future State

Process Documentation: An Excel-Based Solution
General Information
     File Storage
     Excel Versions
Enabling Macros
     License Agreement
     File Saving Conventions
          To Save a New Map from the Master File on the CD
          To Save a Map That Has Already Been Renamed and Saved as an Excel Macro-Enabled Workbook File Type
     File Naming Conventions
     Exiting the Tool
Structure and Features
     Custom Toolbar
     Auto-Population Feature
     Map Structure
     Cell Colors
     Cell Formatting
     Insert, Modify, and Remove Comments
     Enter Key Functionality
     Cut, Copy, and Paste Disabled
Test-Driving the Tool: Documenting Current- and Future-State MBPMs
     Step 1: Complete the Header
     Step 2: Insert Functions and Steps
     Step 3: Enter Data for Each Step 
          Process Time (PT)
          Lead Time (LT)
          Percent Complete and Accurate (%C&A)
          Spell Check
          Notes and Visuals
          Clearing the Map
     Step 4: Define the Timeline Critical Path
     Step 5: Audit the Map
     Step 6: Document the Future State
     Step 7: Review the Summary Metrics Sheet
     Step 8: Print the Map
     Step 9: Distribute the Map
     The Tool Closes Out or the Custom Toolbar Will Not Function
     Adjusting the Macro Security Settings
     The Macros Will Not Execute
     The Cut, Copy, and Paste Commands Do Not Function
     The Undo Function Does Not Work
     Unable to Enter Information in a Cell
     The Tool Will Not Accommodate the Entire Process
     The Custom Toolbar Disappears
     The Custom Toolbar Will Not Work
     The Summary Metrics Sheet Is Blank
     File Size Is Extremely Large
     Delay When Using Custom Toolbar Commands

Process Management

Appendix A: Excel Tool Quick Start Guide
Appendix B: Excel 2003–Specific Instructions

Author Bio(s)