scope:

This document is applicable to any manufacturing or service process (e.g., customer service, human resources, planning). It may be conducted on part of a process or on an entire process. While many approaches to process characterization exist, this document is provided as a guideline for analyzing a process. The tools and techniques presented within this guideline are basic tools that may be used to gain an understanding of a process. A general flow of characterization is presented, along with guidelines for documenting, training, self-assessment, and organizational responsibilities (RACI/ Responsible Accountable Consulted Informed).

This document provides a general methodology for the characterization of processes to achieve ongoing tangible and measurable performance improvements.