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Chapter 4 Process design 99
Figure 4.7 The new customized sandwich process mapped at three levels
Using process maps to improve processes
One significant advantage of mapping processes is that each activity can be systematically
challenged in an attempt to improve the process. For example, Figure 4.8 shows the flow
process chart which Intel Corporation, the computer chip company, drew to describe its
method of processing expense reports (claims forms). It also shows the process chart for the
same process after critically examining and improving the process. The new process cut the
number of activities from 26 down to 15. The accounts payable’s activities were combined
with the cash-receipt’s activities of checking employees’ past expense accounts (activities 8,
10 and 11) which also eliminated activities 5 and 7. After consideration, it was decided to
eliminate the activity of checking items against company rules, because it seemed ‘more
trouble than it was worth’. Also, logging the batches was deemed unnecessary. All this combination
and elimination of activities had the effect of removing several ‘delays’ from the
process. The end-result was a much-simplified process which reduced the staff time needed
to do the job by 28 per cent and considerably speeded up the whole process.
In the case of the customized sandwich process, the new design was attempting to offer
as wide a range of sandwiches as were previously offered, without the slow service of the old