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A paper and pencil approach to improving the reliability and consistency of your products and services.

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Flow Models

Sometimes, the data screams out to us. This is often the case when we have used a Work Flow Diagram of some kind. Work Flow Diagrams offer us a visual depiction of the actual flow of work through a physical space. The diagram becomes a micro-model of the physical space, and allows us to examine movement within it, in a way which uncovers patterns and problems very clearly. Flow Diagrams can be very useful for data collection concerning movement, as they also offer a built-in "virtual display" of the movement of work through a physical workspace, or through a conceptual process. Here we will look at yet another use of these diagrams - as Flow Models.

Remember that improvements are only potential improvements until they have been tested and verified. This is where the Work Flow Model comes in handy. To use Flow Models to test an improvement, we redesign the flow to eliminate the problems we uncovered with the Work Flow Diagram. The new design is tested by tracing out how it would function, given a typical set of circumstances. In the example shown, the flow of order fulfillment for a typical day is traced out on the model of the redesigned warehouse/distribution operation. When we are satisfied that our improvements have a strong potential to fix our problems, we alter the actual physical space to mirror the improvements in the Work Flow Model.

Consider for a moment the Flow Model depicted below, of the redesigned Warehouse order fulfillment process, intended to eliminate the (red) re-routing steps taken unnecessarily in the Flow Diagram depicted earlier.

Work Flow Model: Redesigned Distribution Operation


	Compare this Work Flow Model to the earlier Flow Diagram. Whereas the earlier Diagram was produced by studying how the work actually flows through the space (as is), the Model on the right is a Plan for improvement. See how the work flows now with the amalgamated Call Centre and Control functions, and the newly combined Order Desk and Holding Area. The improved flow provides for fewer steps, less movement and better co-ordination between areas.

The next step is to test and monitor the process within the physical space to ensure that our improvements have indeed improved things, and not just shifted them around. The process of using Work Flow Models to redesign a physical space has 8 steps, whether that space is a factory, an office or a paper form, a computerized data-entry box, or even an abstract, conceptual representation of a process.

Develop a scale (or representative) model of the space under study.

Monitor how the work actually moves through the space by tracing the flows as they happen. This allows you to literally count-up the traffic volume represented by the flows. Be sure to count each "pass", and note direction where appropriate.

Try to devise structural improvements that eliminate unnecessary steps, excessive movement, pile-ups and other bottle-necks, and rework of any kind.

Design a model that incorporates these improvements.

Use the model to simulate how it might work under typical conditions.

If the model looks good, change the actual physical space accordingly.

Monitor your changes with a new Work Flow Diagram.

Periodically re-evaluate the flow through the space to maintain optimum flow.

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The eManual of Quality Improvement - Synerlux Consulting, 2005. All Rights Reserved.

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