Mapping Tools

SIPOC

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Definition:  A tool utilized to help identify the flow of a product or service from supplier to patient/customer.
Purpose:  To define a process and discuss what steps and people are involved prior to creating process maps.  It can also be useful in defining the scope of the project, identifying process owners, performance measures and start/stop trigger events.
Goal:  Gain team consensus on suppliers, inputs, process, outputs and customers.
Suppliers provide inputs to the process.
Inputs define the material, service and/or information that are used by the process to produce the outputs.
Process is a defined sequence of activities, usually adds value to inputs to produce outputs for the customers.
Outputs are the products, services, and/or information that are valuable to the customers.
Customers are the users of the outputs produced by the process.

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Value Stream Mapping

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A value stream is a series of actions that occur to provide a service and/or experience to a patient.

The purpose of a value stream map is to identify value added versus non-value added steps according to a patient/customer’s expectations.  Value added would be considered anything a patient sees as important to their care and overall experience.  Non-value added steps are those in which a patient would not be willing to pay for or would consider useless to their treatment.  Consider Michael George’s question as stated in “The Lean Six Sigma Pocket Toolbook”, “If this step was deleted would the customer complain?”

The goal of using this tool is to eliminate non-value added steps in order to improve efficiency, reduce waste and improve the patient / customer experience.

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