The Turtle Diagram is a versatile process analysis tool used across various industries to map and evaluate processes. It provides a clear, visual representation of process elements, including inputs, outputs, resources, methods, and performance metrics. While commonly applied during ISO 9001 audits, its use extends far beyond audits to process improvement initiatives, employee training, operational reviews, and strategic planning. Organizations utilize Turtle Diagrams to gain a holistic understanding of processes, identify opportunities for improvement, and ensure alignment with business objectives.
What is a Turtle Diagram?
A Turtle Diagram gets its name from its shape, which resembles a turtle with a central body (the process) and extending “limbs” representing various process elements. It provides a holistic view of a process by showing its key components on a single page, allowing teams to evaluate process effectiveness and identify gaps.
Why Use a Turtle Diagram?
- Visualize processes clearly for both management and auditors.
- Identify gaps or redundancies in process inputs, outputs, or resources.
- Facilitate discussions during process improvement initiatives.
- Support employee training by providing a snapshot of the process flow and requirements.
- Align process performance with organizational objectives and KPIs.
Components of a Turtle Diagram
The diagram is typically divided into six sections around a central box that represents the process.
1. Inputs
What resources or information does the process need?
Examples: Raw materials, customer requirements, supplier information.
2. Outputs
What are the outcomes or deliverables of the process?
Examples: Finished products, reports, customer feedback.
3. Who (People)
Who is responsible for performing and managing the process?
Examples: Process owner, team members, key stakeholders.
4. With What (Resources and Equipment)
What equipment, tools, software, or facilities are needed?
Examples: Machines, software systems, testing equipment.
5. How (Methods and Procedures)
What methods, procedures, or work instructions govern the process?
Examples: Standard operating procedures (SOPs), quality manuals, process flowcharts.
6. Metrics (Performance Indicators)
How is the process performance measured?
Examples: Key performance indicators (KPIs), defect rates, on-time delivery rates, customer satisfaction scores.
Turtle Diagram for a Manufacturing Process
| Element | Example |
|---|---|
| Inputs | Raw materials, engineering drawings |
| Outputs | Finished product meeting customer specifications |
| Who | Production team, quality inspectors |
| Resources | CNC machines, quality control equipment |
| Methods | SOPs for production and inspection |
| Metrics | First-pass yield, scrap rate, customer complaints |
Turtle Diagram for a Healthcare Process
| Element | Example |
| Inputs | Patient medical history, diagnostic tools |
| Outputs | Accurate diagnosis, treatment plans |
| Who | Doctors, nurses, lab technicians |
| Resources | MRI machines, lab equipment, patient records |
| Methods | Clinical protocols, patient care guidelines |
| Metrics | Patient satisfaction, diagnostic accuracy rate |
Turtle Diagram for a Service Industry Process
| Element | Example |
| Inputs | Customer requests, service level agreements |
| Outputs | Resolved service tickets, customer feedback |
| Who | Customer support agents, technical specialists |
| Resources | CRM software, knowledge base, phone systems |
| Methods | Helpdesk procedures, escalation workflows |
| Metrics | First-call resolution rate, average response time, customer satisfaction scores |
Benefits of Using Turtle Diagrams
- Promotes process understanding for all employees.
- Enhances audit readiness by documenting process details.
- Encourages cross-functional collaboration.
- Supports continuous improvement efforts.
- Provides a practical training tool for new team members.
How to Create a Turtle Diagram
- Define the process to be analyzed.
- Gather information on each of the six elements.
- Draw a central box for the process name and arrange the six sections around it.
- Populate each section with relevant details.
- Review the diagram with process owners and stakeholders for accuracy.
Turtle Diagram in ISO 9001 Audits and Beyond
While Turtle Diagrams are popular in ISO 9001 audits for process evaluation, they are equally valuable in:
- Lean and Six Sigma projects
- Operational excellence initiatives
- Strategic process planning
- Training and onboarding programs
Organizations use Turtle Diagrams to demonstrate process understanding and control, ensuring alignment with customer and business requirements.