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Detailed Process Mapping
As the name would indicate, detailed process maps are intended to bring more detail to an analysis and isolate areas of potential process improvements. Used during the define and analyze stages of a project, process maps are intended to identify the disconnects, bottlenecks, redundancies, rework loops and decision points that create waste in a process. Because of the discrepancies between the five why exchange and what the SIPOC map showed relative to the supplier/3PL firm interaction at origin, the team zeroed in on that process. In the case of the inbound materials flow process, some interesting issues were uncovered.Figure 9.1 shows that the process splits after the 3PL firm is contacted by the supplier for a pickup. If both the cargo and documents are ready, the process proceeds normally and goods are prepared for export. Conversely, if the cargo is not ready, a delay is incurred and the 3PL firm will have to return at another time to collect the shipment (and charge for another pickup). The scenario that was of greater interest to the team, however, was when cargo was ready but documents were not provided by the supplier. At this juncture in the process, the 3PL firm reaches a decision point: either hold the cargo and wait for the commercial invoice and packing list or simply ship the cargo without documents and hope to get them later. In lieu of any specific instructions from the importer in Columbus, the 3PL firm opted in most cases to ship the cargo without documents, hence creating the downstream customs delay first revealed in the five why analysis. Either option beyond the decision point was a losing proposition given that both scenarios created delays in the process. The only difference was that waiting for documents created origin delays, while shipping without them precipitated problems at destination.
Figure 9.1: Detailed Process Map for Inbound Flow of Documents and Merchandise
Needless to say, the team working on this project still has a great deal of work to do. As the team members move through the DMAIC process, they will be compelled to use tools like standard deviation, trend charts, Pareto analysis and histograms that will lead them to the process improvements they seek. At this point, however, the value and application of five why analysis, SIPOC process mapping and detailed process mapping in setting the course of Six Sigma process should be evident.
