Here it is:
Identify a process to observe (see below examples). Describe the process as you have observed in words and answer the questions below. Prepare a flow chart. Identify what you consider an EXCELLENT process or what you consider a BAD process and then to go watch that process for 20 minutes (see below).
Starbucks – taking and filling orders
Ticket Booth – selling tickets
Emergency Room or Pt First – receiving, evaluating and treating patients
Bank – walk in or drive thru (filling whatever need their customer has)
Blood Lab – taking and processing samples
Doctor’s Office – receiving, evaluating and treating patients
Stand in one place and minimize movement
Watch, don’t talk, don’t text, etc.
Concentrate on what is happening
How does information flow?
How does material (stuff) flow?
Why is this process good or bad?
Wax On, Wax Off – google it, if you have to…