Process mapping

1. Process Mapping

2. Definition of Process Mapping
 Process mapping is a method to graphically
describe the steps that make up a process.
 It consists of a set of tools that enable us to
systematically document, analyze, improve,
and redesign a process.
 It is the first tep of process management.

3. Benefits of Process Mapping
 Ability to visually understand and document
a process
 Ability to take a holistic view of process
objectives
 Develop true “buy-in” from employees
 Develop a sense of pride among employees
 Create customer-focused processes

4. Sequence of Process Mapping –
An Example
 A major process – make breakfast
•Cook ingredients
•Cook eggs
•Pour mixture
•Prepare mixture

5. Identification of Major
Processes – An Example
 Customer order processing
 Generation of a work order
 Purchasing of materials from suppliers
 Generation of detailed production
schedules
 Actual production and assembly
 Pack and ship

6. Identification of Sub-Processes
– Customer Order Processing
 Customer request for information
 Customer places order
 Review and enter order
 Finalize order
 Create drawings and specifications
 Check drawing and specifications
 Sign off & release drawings/specifications

7. Identification of Major Processes
– Mental Health Service
 Referral
 Assessment
 Care planning
 Care delivery
 Discharge

8. Major Steps of Process Mapping
(J. Mike Jacka and Paulette J. Keller)
 Process Identification
 Information gathering
 Interviewing and map generation
 Map Analysis

9. Process Identification
 Identification of “trigger events,” i.e.,
actions from customers that cause the
start of a process
 Name the process for each of the
trigger events generated by the
customers

10. Examples of Trigger Events
 Prospective customers contact company
about the product
 Customers place orders
 Customers receive orders
 Customers pay bills
 Customers request for service
 Customers stop payments

11. Information Gathering
 Description of a process
 Identification of process owners
 Discussion with process owners
•Business and process objectives
•Business and process risks
•Key controls
•Measures of success

12. Interviewing and
Map Generation
 Secure buy-in
 Select the right people for interviews
 Set up the interviews – setting, time, etc.
 Active listening and recording
 Use “drill-down” approach (unit, task and
action levels)
 Review and revise

13. Map Generation – An Example
(Request for Payment)
 Unit Level (process request, prepare
check, deliver check)
 Task Level (complete request, verify
request, approve request, send request)
 Action Level (information needed for the
request, approval authority, method to
send request)

14. Defining a Process (S-I-P-O-C)
 Suppliers
 Inputs
 Process
 Outputs
 Customers

15. Map Analysis –
Elimination of Waste
 Delays
 Duplication
 Approvals
 Hand-offs
 Errors
 Uncertainties

16. Potential Pitfalls of
Process Mapping
 Mapping without a clear purpose
 Lost in the details
 Failure to finalize mapping
 Not verifying the facts
 Hidden bias or agenda
 Not focusing on customers’ needs