Process Mapping

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.

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

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

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

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

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

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

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

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

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

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

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)

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

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

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