Hello Mark,
I’ve created a Swimlane diagram within my company regarding a Change Management Process.
The heardest part is measuring the process time. Consultants in third line support really do not appriaciate, when you sit next to them and make measurements on processing time. To do that you need full commitment from your management.
Within Philips we use a Lotus Notes application. Each process step is assigned a different status. In the application, we can measure the time between two statusses (awaitingtime) and it’s possible to measure the processing time (which are based on quotes per process step and has nuissance in it).
If you are interested, I can send you the Visio-document.
Good luck with it.
Kind regards
Ruud Schonkeren
People Dimension B.V.
http://www.peopledimension.nl
.
