Metrics-Based Process Mapping: Identifying and Eliminating Waste in Office and Service Processes, 2nd Edition (Paperback) book cover

Metrics-Based Process Mapping

Identifying and Eliminating Waste in Office and Service Processes, 2nd Edition

By Karen Martin, Mike Osterling

Productivity Press

Purchasing Options:$ = USD
Paperback: 9781439886687
pub: 2012-10-22

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Metrics-Based Process Mapping (MBPM) is a tactical-level, visual mapping approach that enables improvement teams to make effective, data-based decisions regarding waste elimination and measure ongoing process performance. The mapping technique, often used to drill down from a value stream map, integrates the functional orientation of traditional swim-lane process maps with time and quality metrics that are essential for designing improved processes.

Building on the success of its popular predecessor, Metrics-Based Process Mapping: An Excel-Based Solution, thisbook takes readers to the next level in understanding processes and process improvement. Included with the book is an interactive macro-driven Excel tool, which allows users to electronically capture their current and future state maps. The tool also audits the maps for completeness, summarizes the metrics, and auto-calculates the improvements.

Improvements to this version include:

  • Foundational content about processes—what they are and how they vary
  • A description of the difference between value-stream and process-level maps
  • New content about how to bridge the gap between your current state and your desired future state
  • Tips for effective team formation and mapping facilitation
  • An implementation plan for those using the mapping methodology as a standalone tool and not part of a Kaizen Event

The Excel-based tool included on the accompanying CD provides readers with a user-friendly way to electronically archive manually created maps in team settings for easier storage and distribution across your entire organization. While current and future state MBPMs are initially created during team-based activities using butcher paper and post-its, the electronic maps serve as standard work documentation for the improved process, enabling training, communication, and process monitoring activities.

This flexible, user-friendly tool includes:

  • A custom toolbar that simplifies map creation and editing
  • Automated calculation of key metrics
  • An audit feature to prevent mapping errors
  • The ability to simulate how improvements will impact staffing requirements

System Requirements: The tool is intended for use on PCs using Excel 2003 or later—it will NOT function with earlier versions of Excel, or on Macintosh computers.

View a demo of the Excel tool at:

Table of Contents

What Is a Process?

Definition of a Process

Process Components

Types of Processes

Process Management

What Is Metrics-Based Process Mapping (MBPM)?

Strategic and Methodological Improvement

Mapping Preparation

Scoping the Process Being Mapped

Forming the Mapping Team

Mapping Logistics

Communication and Data Gathering

Mapping Essentials: Understanding the Current State

First Pass: Identify the Process Steps

Second Pass: Add Key Metrics for Each Step, Create the Timeline, and Calculate the Summary Metrics

Process Time

Lead Time

Percent Complete and Accurate

Additional Information

Timeline Critical Path

Summary Metrics

Timeline Critical Path (CP) Summation

Rolled Percent Complete and Accurate (R%C&A)

Activity Ratio (AR)

Number of Steps

Total Process Time

Full-Time Equivalent (FTE) Labor Requirements

Other Relevant Metrics

Third Pass: Classify the Steps as Value-Adding and Necessary Non-Value-Adding

Mapping Essentials: Designing and Implementing the Future State

Selecting Countermeasures

Implementing the Future State

Process Documentation: An Excel-Based Solution

General Information

File Storage

Excel Versions

Enabling Macros

License Agreement

File Saving Conventions

To Save a New Map from the Master File on the CD

To Save a Map That Has Already Been Renamed and Saved as an Excel Macro-Enabled Workbook File Type

File Naming Conventions

Exiting the Tool

Structure and Features

Custom Toolbar


Auto-Population Feature

Map Structure

Cell Colors

Cell Formatting

Insert, Modify, and Remove Comments

Enter Key Functionality

Cut, Copy, and Paste Disabled

Test-Driving the Tool: Documenting Current- and Future-State MBPMs

Step 1: Complete the Header

Step 2: Insert Functions and Steps

Step 3: Enter Data for Each Step


Process Time (PT)

Lead Time (LT)

Percent Complete and Accurate (%C&A)

Spell Check

Notes and Visuals

Clearing the Map

Step 4: Define the Timeline Critical Path

Step 5: Audit the Map

Step 6: Document the Future State

Step 7: Review the Summary Metrics Sheet

Step 8: Print the Map

Step 9: Distribute the Map


The Tool Closes Out or the Custom Toolbar Will Not Function

Adjusting the Macro Security Settings

The Macros Will Not Execute

The Cut, Copy, and Paste Commands Do Not Function

The Undo Function Does Not Work

Unable to Enter Information in a Cell

The Tool Will Not Accommodate the Entire Process

The Custom Toolbar Disappears

The Custom Toolbar Will Not Work

The Summary Metrics Sheet Is Blank

File Size Is Extremely Large

Delay When Using Custom Toolbar Commands

Process Management

Appendix A: Excel Tool Quick Start Guide

Appendix B: Excel 2003–Specific Instructions

About the Authors


Karen Martin has been building, managing, and improving operations for more than 20 years. As principal consultant for Karen Martin & Associates, LLC, she is a recognized thought leader in applying Lean thinking and the psychology of change to office, service, and knowledge work environments. Karen and her team provide transformation support to Fortune 100 companies, as well as small businesses, government agencies, nonprofits, and start-ups in diverse industries, such as construction, energy, financial services, government, healthcare, and manufacturing.

She is the author of The Outstanding Organization(McGraw-Hill, 2012) and coauthor of The Kaizen Event Planner(CRC Press, 2007) an instructor for the University of California, San Diego’s Lean Enterprise program, and an industry advisor to the University of San Diego’s Industrial and Systems Engineering program. For more information, visit

Mike Osterling provides support and leadership to manufacturing and non-manufacturing organizations on their Lean Transformation Journey. In a continuous improvement leadership role for six years, Mike played a key role in Square D Company’s Lean transformation in the 1990s. His clients include small and large companies in manufacturing, construction, energy, and medical, as well as public agencies.

Mike led the development of the Lean Enterprise Certificate Program at San Diego State University and has taught in the program since 1999. He is also an instructor at the University of California, San Diego, is a Certified Trainer for the Implementation of Lean Manufacturing, a Six Sigma Black Belt, and is fluent in Spanish. He also coauthored The Kaizen Event Planner(CRC Press, 2007). For more information, visit

Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Industries / Manufacturing Industries