Case Study: The Mortgage Advisor

Process Flow Diagrams

Mike Simpson, Andrea Genovese

• Publisher: Kogan Page
• Year: 2016
• ISBN:
  9780749477769
• Edition: 1
• Topic: Business
• Subtopic: Operazioni
• Index: Business

The case study clearly explains how process flow diagrams can be used in both manufacturing and services to show how work is carried out. The authors illustrate how process flow diagrams provide a suitably detailed map of the way work is carried out in an organisation and allow value-adding and non-value adding activities to be identified. Process flow diagrams also reveal how customer and practice have evolved in a particular work area and allow for process improvements to be identified. Process flow diagrams are a convenient tool for process auditing and process improvements. Aimed at students on operations management courses, the reader is given a narrative explanation of the process and is given the task of logically developing an overall process flow diagram and assessing the process to see if there are opportunities for improvements. As this is a common exercise when involved in any improvement programme, this case study allows the reader to develop and practice essential skills.In this case study Mike Simpson and Andrea Genovese promote an understanding of how the work flows through "the system" and assess alternative ways of working and create suitable performance measures. This case study also looks at customer flows and interactions with the service system.

CASE STUDY

OPERATIONS MANAGEMENT

The mortgage advisor

Process flow diagrams

Mike Simpson and Andrea Genovese

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AUTHOR BIOGRAPHIES

dr mike simpson and dr andrea genovese

andrea genovese is a Lecturer in Logistics and Supply Chain Management at The University of Sheffield Management School.

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Introduction

Process flow diagrams can be used in both manufacturing and services to show how work is carried out. Process flow diagrams provide a suitably detailed map of the way work is carried out in the organization and allow value-adding and non-value-adding activities to be identified. They also reveal, sometimes for the first time, how custom and practice have evolved in a particular work area and allow for process improvements to be identified. In services a more complex method known as service system blueprinting is used but essentially the two systems have the same logic and flows and use the same symbols. Process flow diagrams are a convenient tool for process auditing and process improvements.

Reasons for using process flow diagrams

There are many uses for process flow diagrams and some of the reasons for using process flow diagrams are:

• To understand a process and share that knowledge with colleagues.
• To develop a common understanding of the complexities of the work.
• To understand how the work flows through ‘the system’ and how each person contributes To that workflow.
• To make the various boundaries, components, features and properties of the work visible.
• To help in improvements, measuring and monitoring the work.
• To assist in developing alternative ways of working and organizing the workflow.
• To assess alternatives ways of working and create suitable performance measures.
• To look at customer flows and interactions with the service system.

This is not an exhaustive list and the reader is referred to specialist texts on this subject.

Useful definitions and symbols

Here are some useful definitions and explanations:

Flow chart: Thi...