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Method and System for Understanding Service Work Flows Using Value Flow Mapping

IP.com Disclosure Number: IPCOM000192783D
Original Publication Date: 2010-Feb-02
Included in the Prior Art Database: 2010-Feb-02
Document File: 5 page(s) / 98K

Publishing Venue

IBM

Abstract

A method and system for understanding service work flows using Value Flow Mapping in a service oriented industry is disclosed. The method includes understanding the built in decisions that are involved in delivering a final service that a customer is requesting and recognizing waste or pain points involved along the whole process in delivering that service.

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Method and System for Understanding Service Work Flows Using Value Flow Mapping

Disclosed is a method and system for understanding service work flows using Value Flow Mapping (VFM). VFM is used in conjunction with Lean principles and methodology. VFM helps a user in analyzing flow of a service oriented industry or service oriented work where a direct contiguous or continuous line from start to finish of producing a final product is not available. Thus, VFM gives the user a critical eye to identify waste, make the work flow more efficient, and to ensure the quality of the work that has to be delivered.VFM provides a mid-level view between the high order flow of a Value Stream Map and the low order flow of a Process Map. Through VFM, a comfortable level of understanding for any particular process or a procedure is achieved. Thus, a user is provided with a view that is beyond a high-level overview without diving too deep into the process or procedure. This ensures that the user need not have an expert knowledge in that process or procedure.

In order to create a Value Flow Map, a mid-level of understanding of a process is required. A VFM shows the end-to-end events of a work flow on a single page. In a scenario, the end-to-end events may also be shown on two pages. VFM uses a combination of both Value Stream Mapping and Process Flow symbols. Fig. 1 illustrates the Value Stream Mapping and Process Flow symbols that are used in VFM.

Figure 1

Further, new symbols are also used that have been created specifically for VFM. The new symbols are illustrated in Fig. 2.

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Figure 2

In a work flow, the work that gets processed first may be based upon the priority or urgency of the work and not necessarily in the order of work stored in a queue. Such work is represented using the "Priority In First Out" icon as illustrated in Fig. 2. The "Walk Up Work" icon represents the type of work that comes to an individual outside of normal processes. For example, typically an administrative assistant receives work directly from his/her manager. However, if the administrative assistant receives a work request from another manager or from a colleague, such work is considered as "Walk Up Work".

The "SICM Manual Work Process" icon is used to categorize the type of work being performed as simple, intermediate, complex, or a mixture of all three. The type of work is displayed in the upper right hand corner of the icon by displaying the letters S, I, C or
M. The "ST" in the lower left hand corner of the icon stands for "Staff Time". This icon assists a user in identifying the amount of time that may be taken to perform the particular process. Thus, the staff time (ST) enables the user who is developing a VFM to identify the intricacy of the work being performed. For example, a s...