Encl. (3) COMDTINST 5224.9A
Process Measurement Model Example
The following practical application of this model to a field travel claim office is illustrative only.
Due to space imitations, critical detail required by the Process Measurement Guide has been
omitted.
1.
"Identify key elements of your process" The key elements might be ... receipt/log-in travel
claim..then.. compute entitlement ..then.. prepare product to pass to Finance Center ..then.. prepare
member's summary of computation.
2.
"Negotiate mutually agreeable customer output requirements" You might discover your
customer requirements by ... Talk to a dozen customers (frequent travelers as well as travelers who
don't use Diner's Club cards). Find out what is really "important" to the traveler! For example:
prompt payment, no errors in payment, and understandable breakdown of travel entitlements.
3.
"Determine effectiveness measures of key customer outputs" Decide what data is needed to
determine if customer's "important" issues are being addressed.
a.
Cycle time for claim (claim received until check delivered).
b.
Cycle time for claim in travel office.
c.
Error rate on claims.
d.
Survey of customer's satisfaction.
Keep talking to your customers in the future!
4.
"Determine internal efficiency measures of your process" Plan your data collection
strategies to determine CYCLE TIMES and WASTE (ie... error rate) in your process. Review the
"operational definition of a measure" checklist to answer all questions about your CYCLE TIMES
and WASTE measures.
5.
"Negotiate mutually agreeable supplier input requirements" Talk to a dozen travelers ... find
out reasons why travelers don't promptly complete travel claims and why they make errors in
preparing their claims. Discuss these issues with the travel office staff. Develop training or
helping guides for travelers to eliminate traveler delays and mistakes.
Keep talking to travelers in the future.
6.
"Determine effectiveness measures of key supplier inputs" Plan your data collection
strategies to determine CUSTOMER SATISFACTION (ie... survey) and ON-TIME
DELIVERY (Time from end of travel to receipt of original claim in travel office),
7.
"Collect and use measurement data" Prepare your charts for presenting your data. Post the
charts so you and the staff can see the data as it is being collected. Use the information to initiate
improvement efforts.
Reminder: This example is illustrative only. See the Process Measurement Guide for detailed
help.
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