Since the dawn of the industrial age, manufacturers have sought ways to improve their operations. Over time, these attempts became more sophisticated, as techniques and models for the measurement of performance were developed.
Performance measurement for service industries is a much more recent development. Fortunately, much of the pioneering work in performance measurement undertaken in manufacturing industries is also applicable to service providers. However, some techniques require adaptation to the unique operating characteristics of service industries to provide the full benefit of the monitoring tools.
Overall Equipment Effectiveness (OEE) is a case in point. OEE could be used to track performance of equipment used to provide a service. It is much more informative of the core objectives of the operation, however, to use the analogous Overall Service Effectiveness (OSE). As the name implies, it provides a “big picture” view of the quality of service provided to customers.
Introduced nearly a century ago, flow charts are one of the most basic mapping tools available; they are also very useful. As such, they have become ubiquitous, though the name used may vary slightly – flow diagram, process map, etc. When packaged with a PFMEA and Control Plan, it is a Process Flow Diagram (PFD). Extensions of the original flow chart have also been developed, identified with new aliases for what is, at its core, a process flow chart.
The variations need not be a distraction; a basic flow chart can be very useful to your organization. Once a basic chart is available, it can be expanded or modified to suit your needs as you learn and gain experience. The following discussion demonstrates this progression.
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