Process Mapping Definition of Process Mapping l Process

Process Mapping

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

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

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

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

Identification of Sub-Processes – Customer Order Processing l l l l 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 l Referral l Assessment l Care planning l Care delivery l Discharge

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

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

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

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

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

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

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

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

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