LSS Process Documentation: An Essential Part of the Control Phase of the DMAIC Process

 

 

Since processes vary in scope and complexity, documentation requirements also vary. Some processes may need little more than an annotated checklist, others multiple user-specific guidelines, detailed manuals, and training materials. Whatever the requirements, keep in mind:

1. If detailed process documentation is not available when a process is rolled out, process users will fill in the gaps to get the job done and the process will be corrupted. To avoid this, start drafting documentation as early as possible. If possible, include documentation drafts during the Improve Stage. Keep in mind, it is better to have good documentation out when a process goes live than to have great documentation months after the process is in place.

2. Use future state maps, value stream maps, and swim lane charts as your starting point for documentation. Initially, focus documentation on the major milestones and key handoffs. (Think MapQuestTM Outline view). As the process is finalized, add the detailed step-by-step (“driving”) directions. This is also the time to assign responsibilities (by department or job title) for each step.

3. Eliminate wastes in your documentation. Your first document should be a comprehensive reference that names the process, its purpose, users, and includes details for every step. (Tip: Comprehensive documentation for a simple process does not need to be long!) Before releasing the documentation, review it carefully. Some LEAN wastes to look for:
• Defects or errors. Most obviously, be sure the final document matches the final process and is free of typos. Next, revise unclear instructions or guidelines that assume knowledge that may not be known by first time process users, including acronyms or business jargon.
• Motion. Be sure your documentation is easy to read and navigate. As appropriate, include a Table of Contents or Index, links to different sections of the document (possibly for definitions or guidelines for handling exceptions to a process) or other outside materials.
• Overprocessing. If a process touches other processes or departments, you may find yourself guilty of overprocessing – including instructions outside of the scope of your process. For example, a process for correcting errors for a vendor included detailed steps for other departments on how to identify errors and how to determine when to reorder product. The development and inventory information were outside the scope of correcting errors. The overprocessed documentation was confusing to the vendor and was later revised.

4. Add Value for Users. Some simple steps can help. At the top of each document, name the process, provide context on the purpose of the process. As noted earlier, make it easy to navigate the documentation.
Determine if process stakeholders need targeted documentation. While a master document is essential for a thorough understanding of a process, annotated checklists, or job instructions for specific users of a process, may provide added value.

How do you know if documentation adds value? A global process group in one organization developed one sheet reference documents for each process that were user specific. These sheets typically included user specific steps, definitions, and scheduling or other guidelines. We knew these documents added value because team members posted them on their cubical walls and carried them to meetings with other process stakeholders. In other words, they used the documentation.

While it would be ideal to have the customer specific documents available at roll out time, they can be distributed after the initial rollout. Be sure that these derivative documents are based on the master documentation. Reuse content as much as possible to avoid introducing errors.

5. Keep Your Documentation in Good Order. Once you’ve released documentation you need to maintain it. Version control is critical. While there may not seem be direct corollaries to a manufacturing floor, documentation is typically kept in a centralized on-line location. And online locations can get as messy as any office or shop floor. Here are some ways to apply 5S thinking to documentation.
a. Sort: The goal is to eliminate the unnecessary. When you write, issue new, or update process documentation, keep the documentation focused, remove outdated materials, and notify process users to delete any personal copies of the documentation they may have in their personal files.
b. Set in Order: Make things easy to find. After you’ve identified the outdated materials, move them to an archive or delete or destroy them if your company allows that.
Consider the best way to store/file the remaining documentation. A centralized location for processes for a department or organization is a good start. File names should match the process name. Add the date or version number of the most recent update to the file name so someone can easily know the most current version of a file. Consider adding a change summary (or a link to a summary) at the top of the documentation file that records the date and a brief description of significant changes.
c. Shine: This step helps identify problems early. Make it easy for users to report errors or make suggestions for fine-tuning the documentation.
d. Standardize: Some organizations standardize the format of their documentation. You should also standardize guidelines for naming, filing, accessing, and updating documentation, including who is authorized to make changes. Consider reviewing documentation – and asking for user input — periodically (every 4-6 months).
e. Sustain: Good Documentation takes time and effort. Consider your documentation (as well as your processes) works in progress. No matter how good, documentation will likely need to be modified or updated over time. Continue to solicit feedback on the process and documentation and update all versions simultaneously. Practice Kaizen (continuous improvement).

Have you applie LSS tools to your process documentation? Please share your experiences by emailing triciamboies@gmail.com. We’ll share your information on our blog and future newsletters.