[Chapter 6] Qualitative Process Analysis

Question 1

A task can be divided into several steps. How can a step be classified?

Answer 1

VA - Produces value or satisfaction to the customer
BVA - Necessary or useful for the business to operate
NVA - Everything else besides VA and BVA, includes handovers, waiting times and errors

Question 2

How is waste analysis grouped by?

Answer 2

Three higher-level categories
- Move (transportation and motion)
- Hold (inventory and waiting)
- Overdo (defects, overprocessing, overproduction)

Question 3

Explain the move level of waste analysis.

Answer 3

• Transportation refers to handoffs between actors and/or customers (Clerck sends document to engineer).
• Motion refers to process participants moving from one place to another during the execution of a process (Vehicle in inspection needs to pass throughout different bases).

Question 4

Explain the hold level of waste analysis.

Answer 4

• Inventory refers to when we hold more inventory than what is strictly necessary at a given point in time in order to maintain the production lines working (Cars stuck between the 1st and 2nd revision in the inspection and need to go and see a mechanic meanwhile).
• Waiting refers to the waiting time of a participant or a task (Engineer needs to wait for car to ative at base).

Question 5

Explain the overdo level of waste analysis.

Answer 5

• Defect refers to work performed in order to repair the defect in the process (Actor sends a document to customer because some data was missing).
• Overprocessing refers to work that is performed unnecessarily given the outcome of a process instance (Measure something in the revision that is not needed, perfectionism is waste).
• Overproduction occurs when we execute an entire process instance that does not add value upon completion (Travel cancel by customer).

Question 6

What is stakeholder analysis and what is an issue register?

Answer 6

Stakeholder analysis is about gathering data from multiple sources by interviewing stakeholders of different types and reconciling their viewpoints.
The purpose of an issue register is to maintain, organize and prioritize perceived weaknesses of the process, organized in columns named “priority”, “name”, “description”, “assumption”, “qualitative impact” and “quantitative impact”.

Question 7

Explain the why-why diagram.

Answer 7

Keep asking the why question in a row 5 times, until have 5 chains of five contributing factors. Start in the issue and end in the root causes.

Question 8

Explain the cause-effect diagram.

Answer 8

Start with the 6 M-factors and go all the way until the issue, finding hypotheses.
Material, Man, Measurements, Machine, Method, Milieu.