Monday, October 14, 2013

Value Stream Mapping Current State Mapping for a call center

The first step in Value Stream Mapping is the Current State Mapping. In this step, the current process is documented as a diagram. The flow of the entity through the process is recorded. The volume of entities processed at each step of the process is also documented. Here is a sample current state diagram for a BPO call center that I created from a project that I worked on where "ticket" is the entity that passes through the process. The ticket volumes are recorder at each step. If you do not have the exact volumes, use a best guess estimate. The processing time and lead times are measured and calculated for each step. Click on the current state map image below to see full size image. This diagram was created using Microsoft Visio. Please leave any questions in the comments section below.


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