How do you identify gaps in your process or system?
Identifying gaps in your process or system is a key step in improving quality, efficiency, and customer satisfaction. Gaps are the differences between the current and the desired state of your process or system, and they can cause waste, defects, delays, or errors. In this article, you will learn how to use Lean Six Sigma tools and methods to find and analyze gaps in your process or system.
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Abdul Haq MohammedMS (Mechanical Engr.) | Program & Operations Management | Business Process Development & Improvement | Manufacturing |…
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Andrew StintonDirector - Facilities Management & Transformation
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Diego Felipe EcheverryConocimiento para Transformar I Acelerar el Valor I Excelencia operacional | Lean Six Sigma
Before you can identify gaps, you need to have a clear understanding of what your process or system is, what it does, and who it serves. A process or system is a set of interrelated activities that transform inputs into outputs, creating value for customers or stakeholders. You can use a SIPOC diagram (Supplier, Input, Process, Output, Customer) to map out the main elements of your process or system, and identify its boundaries, scope, and goals.
The next step is to measure how well your process or system is performing against the standards and expectations of your customers or stakeholders. You can use various metrics and indicators to quantify the quality, efficiency, and effectiveness of your process or system, such as cycle time, defect rate, throughput, yield, customer satisfaction, etc. You can also use data collection and analysis tools, such as check sheets, histograms, control charts, Pareto charts, etc., to display and interpret your performance data.
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A detailed process map is also required with all stakeholders to fully understand what's happening end to end. You will start to see waste more once the full "as-is" process is up on the wall. Hidden factories and multiple approvals are two examples of potential waste you can see straight away before starting to measure the rest of the process. Swimlane diagrams and value stream mapping are two process mapping techniques you can use to help with detailed process mapping.
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Una técnica que me es muy útil es sentarse con las arreas de la organización y en una sesión usar la herramienta Kanban para listar puntos de dolor que esté afectando los procesos críticos de la compañía. Es una sesión que se debe hacer en silencio haciendo uso de la tecnología con una app o simplemente usando post its y un tablero. Después de listar puntos de dolor se deben depurar y alinear con los objetivos de la compañía. Se puede usa una matriz de despliegue de funciones para esta actividad.
Once you have measured your performance, you can compare it with the desired or target state of your process or system, and identify the gaps. Gaps are the deviations or shortfalls from the expected or ideal level of performance, and they can be classified into different types, such as quality gaps, efficiency gaps, effectiveness gaps, satisfaction gaps, etc. You can use gap analysis tools, such as fishbone diagrams, SWOT analysis, gap charts, etc., to visualize and categorize your gaps, and prioritize them based on their impact and urgency.
After you have identified your gaps, you need to find out why they exist and what causes them. Root causes are the underlying factors or sources that contribute to the occurrence or persistence of gaps, and they can be related to people, processes, systems, resources, environment, etc. You can use root cause analysis tools, such as the 5 Whys, the 5 Hows, cause and effect matrix, etc., to drill down and discover the root causes of your gaps, and verify them with evidence and data.
The final step is to implement solutions that address the root causes of your gaps, and close them. Solutions are the actions or changes that you make to your process or system to improve its performance and eliminate or reduce the gaps. You can use solution generation and selection tools, such as brainstorming, affinity diagrams, multicriteria decision analysis, etc., to generate and evaluate possible solutions, and choose the best ones based on their feasibility, effectiveness, and cost.
The last step is to monitor the results of your solutions, and verify if they have closed or reduced the gaps. You can use the same metrics and indicators that you used to measure your performance, and compare them with the baseline and the target state of your process or system. You can also use feedback and evaluation tools, such as surveys, audits, reviews, etc., to assess the impact and satisfaction of your solutions, and identify any new or remaining gaps.
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