SUPPLIERS, INPUTS, PROCESS, OUTPUTS, AND CUSTOMERS (SIPOC) ANALYSIS

The SUPPLIERS, INPUTS, PROCESS, OUTPUTS, AND CUSTOMERS (SIPOC) Analysis is used to document a process at a high level and visually show process inputs and how the process suppliers turn those inputs into customer products and services. The name comes from the column headings on a SIPOC chart: Suppliers, Inputs, Process, Outputs, and Customers. This process is also known as the Customer Supplier Model. SIPOC does the following:

Identifies process boundaries. Identifies the customers and suppliers of a process. Identifies the process inputs used by the suppliers and the process outputs (or desired outcomes) provided to the customer. Helps identify customer valid requirements and possible process outcome indicators.

SIPOC Components

A process description is an explanation of a process that provides outputs to meet the needs of the customers. The input and output boundaries define the start and stop boundaries of the process. The outputs are the favorable outcomes of the process. These outputs should be worded in a way to describe the desired (or favorable) outcome that results from the process output. The customers are the people who receive and establish requirements for the outputs. Customers can be either internal or external; the SIPOC chart should be specific in documenting which. Customer requirements and measures are the quantifiable expectations of the process outputs. By describing outputs in terms of desired outcomes, the output can more easily be compared to customer requirements that describe customer satisfaction. The inputs are what the process needs to function and often the outputs of one process step become the inputs for the next step. The suppliers utilize the inputs to produce the outputs. The SIPOC should be as specific as possible in documenting supplier information. For example, if a supplier is internal, the SIPOC should list the function and point of contact for the particular process input.

1 Copyright 2010 Robert H. Seemer, ets, inc.

SUPPLIERS, INPUTS, PROCESS, OUTPUTS, AND CUSTOMERS (SIPOC) ANALYSIS

How to create a SIPOC Matrix The graphic below shows the steps in creating a SIPOC Matrix. The numbers in the graphic correspond to the numbers of the steps that follow. Creating a SIPOC Matrix

S
Suppliers Providers of the Process Step

I
Inputs Inputs used in the Process Step

P
Process High Level Process Step Description Process Start

O
Outputs Outputs of the Process Step

C
Customers Receivers of the Process Step Outputs Needs

1 2 6 5
Process End

3 1

4
Gets

1. Define the start and end of the process that the project is focused on. Express the process start as the customer need. 2. Describe the process steps. Display process description inside boxes with connecting arrows if possible. 3. List the outputs of the process steps. Describe outputs in the form of desired product or service outcomes. These outcomes should be linked to customer valid requirements. 4. List the customers of each process output. 5. List the inputs required for each process step. These inputs will be used by the process players (or suppliers) to produce outputs. Because of process inefficiencies, inputs are not always converted into outputs at 100%. 6. List the suppliers of the process. The quantifiable expectations of the process should also be listed.

2 Copyright 2010 Robert H. Seemer, ets, inc.

SUPPLIERS, INPUTS, PROCESS, OUTPUTS, AND CUSTOMERS (SIPOC) ANALYSIS

Below is an example of a completed SIPOC Matrix for the school districts Customer Service Center. Completed SIPOC Matrix Example
Manage Customer Service Center (Abbreviated Process Flow Chart) Process Outputs Inputs Suppliers

Customers
NEEDS

5 6
BPS HUMAN RESOURCES Full Staffing No Vacancies Trained Representatives 100% Trained In 30 Days Equipment Meets Specifications 100% Compliance EQUIPMENT VENDOR Reliable Equipment No Downtime Responsive Service 4 Hour Response Network Reliable 99.99995% Uptime Database Current 100% Updated Weekly Reliable Power 99.995% Uptime FACILITIES DEPARTMENT Environmental Control 72 1 F

Needs Quality Service

3
Representatives Are Available And Capable

4
Customer Service Center Manager (Internal)

Staff The Call Center

95% Attendance 100% Trained

Respond To Calls

Equipment Is Reliable And Available 99% Reliable 100% Available Parents Students Partners Volunteers General Public Media

IT DEPARTMENT

Answer Customer Question

Information Is Available To Satisfy Request 90% Availability

Refer Call To Appropriate Department

Safe And Comfortable Call Center Work Environment No Lost Time 95% Employee Satisfaction

Log Out Call

Records Center Manager (Internal) GETS

Gets Quality Service

3 Copyright 2010 Robert H. Seemer, ets, inc.