SIPOC Analysis Example

SIPOC Analysis Example

Problem Statement

Create a SIPOC for the engineer dispatch process at a call center. The kep steps of the process are shown below. For the rest of the missing info, brainstorm with your team and fill in the appropriate inputs.

#

Key Process Steps

1

Receive Call

2

Check Part & Engineer Availability

3

Setup Customer Site Visit

4

Perform Service

5

Close Call

How to perform analysis

Step 1: Open Sigma Magic
  1. Click on the Sigma Magic button on the Excel toolbar.
  2. Click on the New button to create a new project.
Step 2: Add the analysis template
  1. Click on the Tool Wizard to add the analysis template.
  2. Click on Project and then SIPOC Analysis.


Step 3: Specify analysis options
A new worksheet will be added to your workbook. Analysis Setup will be automatically opened, in the setup tab specify the following details.



Click on the Checklist button, you will see the following dialog box. Ensure that the items mentioned in checklist should be marked.




Step 4: Enter the Worksheet data
Click on Create button to save all changes and compute the outputs for this analysis.On the worksheet, enter the following details. A sample worksheet is given below:



Step 5: Generate analysis results
Finally, click Analysis Setup and then click on Verify tab to ensure all the inputs are okay and shown in a green checkmark.



Click OK to close the dialog box.

Interpreting Results

 Clear Identification of Key Process Elements

  • The SIPOC analysis effectively outlines the Suppliers, Inputs, Process, Outputs, and Customers involved in a service-oriented process.
  • It ensures that all critical stakeholders and resources are mapped, providing a structured understanding of the workflow.

  Supplier-Input Alignment

  • The suppliers include Call Center, Warehouse, and Engineering, each playing a role in delivering necessary inputs.
  • Inputs such as Parts Database, Engineer Availability List, Customer Requests, and Actual Parts indicate a structured approach to handling service requests.

  Logical Process Flow

  • The Process column outlines a sequential workflow, from receiving a call to checking part availability, setting up visits, and performing service closure.
  • This structured breakdown ensures clarity and efficiency in handling service requests.

  Defined Outputs for Process Completion

  • The major outputs include a Site Visit Calendar, Call Closure Report, and Repair Parts, ensuring documentation and execution are well-managed.
  • These outputs align with the goals of scheduling visits, reporting service completion, and providing necessary repair parts.

  Customer-Centric Approach

  • The End Customer, FSE Manager, Logistics Manager, and Call Center Manager are the primary recipients of the outputs.
  • This ensures that key stakeholders receive relevant updates and resources, improving service efficiency and communication.

 Process Standardization and Quality Control

  • The structured SIPOC framework helps identify potential bottlenecks or inefficiencies.
  • By analyzing each component, organizations can optimize processes, reduce service delays, and enhance quality control in handling customer requests.

  Scope for Process Improvement

  • This SIPOC analysis can be used to identify gaps, such as delays in parts availability or inefficiencies in scheduling visits.
  • It provides a foundation for continuous improvement by mapping dependencies and optimizing interactions between suppliers, processes, and customers.

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