Process Mapping

1
Process Mapping

• Creating the Map

2
Mapping Software

• Visio
• Frazier Consulting provides a template but I
  found Visios Cross Functional template easier to
  use
• iGrafx Micrografx
• StarDraw Sun Microsystems StarOffice
• Provision

3
Mapping Rules

• Role Order
• Roles should appear in the order of their
  appearance in the process
• Task Configuration
• Tasks should appear in a left-to-right
  configuration that starts in the upper left and
  continues to the lower right

4
Do This
Call catalogue contact number
Customer
Provide order details To Order System
Identify desired Catalogue item(s)
Receive Call from Customer
Order Agent
Receive order Details from Order Agent
Order System
5
Not This
Call catalogue contact number
Customer
Provide order details To Order System
Identify desired Catalogue item(s)
Receive Call from Customer
Order Agent
Order System
Receive order Details from Order Agent
6
Include

• Process title in top left corner
• Process name
• Date
• Something that indicates whether the map is the
  current process, a to-be process, an interim
  process map

7
Tasks

• Task Descriptions
• Description should begin with a verb and only use
  one verb
• Avoid vague verbs such as manage or maintain
• Dont use full sentences but be clear
• Avoid jargon but you can refer to jargon in
  parentheses
• Be clear at the expense of brevity
• Use first person (avoid adding s to verbs)
• Its intended to be a like a list of directions
• Create order instead of creates order

8
Transitions

• Make hand-offs clear
• Each hand-off between swimlanes should be from an
  output task to an input task
• Use a diamond for decision points
• Clearly word the decision
• Label decision arrows
• Downstream tasks can be stacked vertically or
  horizontally
• Nonsequential branching
• Some tasks can be performed in any order
• Use multi-headed arrows

9
Input and Output Tasks
Call catalogue contact number
Customer
Provide order details To Order System
Identify desired Catalogue item(s)
Receive Call from Customer
Order Agent
Receive order Details from Order Agent
Order System
10
Decisions
Issue purchaseorder
Yes
Determine if purchase shouldbe approved
Supervisor
Return purchaserequisition
No
11
Decisions
Determine if purchase shouldbe approved
Issue purchaseorder
Return purchaserequisition
Supervisor
Yes
No
12
Non-Sequential Tasks
Create follow-upfor year-endemployeerecognition
event
Access Val-Yousystem and record nomination
details
Receiveapprovednominationform
RecognitionProgramAdministrator
13
End Process Icon

• Use an end process icon to indicate when the
  process ends
• The condition is resolved or satisfied
• The demand is satisfied
• We choose for business reasons to abort the
  process
• A process can end in multiple places

14
Iterations

• Iterations occur when tasks are repeated
• Usually accompanied by a decision
• Iterations are represented by right-to-left
  arrows

15
Trigger Conditions

• In demand conditions the first role should be the
  role that creates the demand (i.e. customer)
• For error or volume/rate conditions the first
  role should be the role that detects the error or
  change in volume/rate and the first task
  illustrates the condition detected
• For date/time and end-of-cycle conditions put the
  condition in bold text above the first task

16
Date/time or end-of-cycle conditions
End of 1st, 2nd and3rd quarter
Recognition Program Administrator
Provide recognitionnomination form toemployees
Receive recognitionnomination form
Nominating Employee
17
Time Delays

• Delays occur when subsequent tasks take place at
  a future scheduled time

Daily
Receivenotificationletter
Provide letter to employee via dailydistribution
Employee News System
Receive notificationletter via daily
emaildistribution
Recognized Employee
18
Subprocesses

• Subprocesses are groupings of tasks within a
  process
• There are no global rules for creating
  subprocesses
• Grouping depends on the process experts view of
  the process
• Subprocesses are indicated by enclosing the tasks
  in the subprocess in a dotted rectangle
• Can be used to create drill down process maps
  on the web
• For an example check to fraziertech.com website

19
Shared Tasks, Adjacent Lanes

• Shared tasks are those completed by more than one
  role
• Often tasks that are accomplished in meetings

20
Shared Tasks, Adjacent Lanes
No
Finalize Project Plan
ProjectManager SystemsAnalyst
Discuss draftproject planprovided byProject
Manager
Makechangesto projectplan
Finalizeprojectplan
Yes
Determine ifplan needschanges
21
Shared Tasks, Nonadjacent Lanes
Finalize ApplicationDeployment Plan
Invite Systems Analystto meeting to
finalizeapplication deploymentplan
Finalizedeployment rolesand tasks withSystems
Analyst
ProjectManager Data Analyst SystemsAnalyst
Receive invitationto meet withProject
Managerto finalize plan
Finalize deployment rolesand tasks withProject
Manager
22
Links to Other Processes

• Links to other process are indicated by an arrow
  to text without a box such asSee process
  entitled Plan and Implement Year-End Employee
  Recognition Event