Process Mapping

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Process Mapping
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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.

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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

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Sequence of Process Mapping An Example

• A major process make breakfast
• Cook ingredients
• Cook eggs
• Pour mixture
• Prepare mixture

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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

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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

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Identification of Major Processes Mental Health
Service

• Referral
• Assessment
• Care planning
• Care delivery
• Discharge

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Major Steps of Process Mapping(J. Mike Jacka and
Paulette J. Keller)

• Process Identification
• Information gathering
• Interviewing and map generation
• Map Analysis

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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

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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

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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

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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

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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)

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Defining a Process (S-I-P-O-C)

• Suppliers
• Inputs
• Process
• Outputs
• Customers

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Map Analysis Elimination of Waste

• Delays
• Duplication
• Approvals
• Hand-offs
• Errors
• Uncertainties

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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