[Link].
ae
PROCESS MAPPING
Toll Free: +971 800 QDOT9 info@[Link]
About Qdot
[Link]
Qdot managed by a team of experienced professionals, is committed to promote
quality & excellence culture in GCC (UAE, QATAR, KSA, Oman, Kuwait, Bahrain) by
providing below mentioned services.
Management System Services
• ISO 9001, ISO 14001, ISO 45001, HACCP, ISO 22000, FSSC 22000, BRC GS, Halal,
ISO 22716 (GMP),Organic Certification, ISO 27001, ISO 41001, ISO 37001, ISO
50001, ISO 55001, ISO 17020 & ISO 17025 etc
Training Services
• IRCA Approved Lead Auditor
• Awareness & Trainings on ISO Standards
Product Registration
• SABER, SQM, SFDA, CITC, IECEE, ECAS, EQM, RoSH, EESL, SLCP, G-Mark etc
Social Compliance
• SEDEX, SA 8000, amfori BSCI, ISO 26001, WRAP, GRLI, ESG, CTPAT etc
Toll Free: +971 800 QDOT9 info@[Link]
Workshop Objective [Link]
➢ Understand the importance of business processes
➢ Become familiar with different types of process
maps
➢ Describe how to create a deployment flowchart
➢ Discuss how flowcharts can help with process
measures and process improvement
Toll Free: +971 800 QDOT9 info@[Link]
What to Learn in the Workshop?? [Link]
➢ What is Process & its relationships?
➢ What is Process Approach?
➢ What is Process Mapping?
➢ What are different tools for Process Mapping?
➢ What is a Flow Chart?
➢ How to draw a flow chart
➢ How to improve the process by using process
mapping tools?
➢ What are the Questioning Techniques?
Toll Free: +971 800 QDOT9 info@[Link]
What is a Process? [Link]
◼ A process is a series of steps that transform inputs
to outputs
– Inputs to a process include materials, methods,
information, people, equipment, the work environment
– Outputs of a process are products and services
◼ Everything you do in the workplace is part of a
process
Toll Free: +971 800 QDOT9 info@[Link]
“Process & its Relationships”
“Processes describe what we do and procedures
(describe) how we do it”
EFFECTIVENESS
EFFECTIVENESS
PROCEDURE* OF
OFPROCESS
PROCESS==
Ability
Abilitytotoachieve
(“Specified way to carry out an activity or a desired
achieve
results
desired results
process” - may be documented or not) (Focus
(FocusofofISOISO
9001:2000)
9001:2000)
Tangible
Or
intangible
Input PROCESS Output
(“Set of interrelated Intended
PRODUCT
(Includes
Resources) or interacting activities”) Or (“Result of a
Un-intended
process”)
EFFICIENCY
EFFICIENCYOF OF
MONITORING AND PROCESS
PROCESS==
MEASUREMENT OPPORTUNITIES Results
Resultsachieved
achieved
vs
vsresources
resourcesused
used
(Before, during and after the process) (Focus of ISO
(Focus of ISO
9004:2000)
9004:2000)
* Note – This is the definition of “procedure” given in ISO 9000:2000.
This does not necessarily mean one of the 6
“documented procedures” required by ISO 9001:2000
What is a Process?
Why do we care about processes? [Link]
◼ Processes are the way in which we get work
done
◼ Processes are the basis of organizational
performance
◼ Improving work processes are the key to
improving organizational performance
Toll Free: +971 800 QDOT9 info@[Link]
Management Principle - 4
1. Customer focus
2. Leadership
3. Involvement of people
4. Process approach
5. System approach to management
6. Continual improvement
7. Factual approach to decision-making
8. Mutually beneficial supplier relationships
A desired result is achieved more efficiently when activities
and related resources are managed as a process,
❑ Focus on the use of resources in process activities, leading to
effective use of people, equipment, methods & materials
ISO 9001:2008
(4.1 General Requirements)
Organizations shall,
a. Identify the processes needed for the quality management
system and their application throughout the organization,
b. Determine the sequence and interaction of these processes,
c. Determine criteria and methods needed to ensure that both the
operation and control of these processes are effective,
d. Ensure the availability of resources and information necessary
to support the operation and monitoring of these processes,
e. Monitor, measure and analyze these processes, and
f. Implement actions necessary to achieve planned results and
continual improvement of these processes.
Process Mapping [Link]
❑ Total and transparent view of the process.
❑ Clear and logical way of thinking about our process.
❑ A way of communicating our process to others.
❑ Highlights potential ‘fail’ , delay points, missing links & dead ends
etc
❑ Highlights precisely how stakeholders are operationally involved.
❑ Identifies how we can strategically seek feedback for process
improvement purposes
❑ Leads us to design & implement an efficient system
Toll Free: +971 800 QDOT9 info@[Link]
Flowcharting [Link]
❑ A graphical approach to map a process.
❑ Identifies distinct elements in the process.
❑ Classifies these elements into processes,
decisions, delays, data etc...
❑ Orders the elements sequentially.
Toll Free: +971 800 QDOT9 info@[Link]
Flowcharting Symbols [Link]
❑ Each element is represented by a symbol.
❑ There are different standards for flowchart symbols.
Main one is ISO 5807:1985.
❑ There are many, many different symbols (and many
different types of flowcharts).
❑ The core symbols tend to be constant.
❑ But there are really no strict rules.
❑ Symbols can be tailored for your own use.
Toll Free: +971 800 QDOT9 info@[Link]
Common Flowcharting Symbols
Process
Start/End Process Data
Alternate
Process
Link Document
Decisio (on page)
n
Basic Flowchart Example
Start
Action
Yes
Decision Document
No
End Action
Basic Flowchart Example
Start
mail check
Go to
Post Office
Do Yes
you have Letters
mail?
No
End
Read mail
mail check
Basic Flowchart Example
Start Numbering the steps is helpful to elaborate
mail check any specific step
1. Go to
Post Office
2. Do Yes
you have 3. Letters
mail?
No
End
4. Read mail
mail check
Types of Process Maps [Link]
➢ Block Diagram
➢ Linear Flow Chart
➢ Deployment Flow Chart
➢ Input / Output Flow Chart
➢ Value Add / Non-Value add Flow Chart
Toll Free: +971 800 QDOT9 info@[Link]
Block Diagram [Link]
Hiring a New Employee
Recruit Hire Orient Train
Toll Free: +971 800 QDOT9 info@[Link]
Linear Flowcharts [Link]
New Employee Processing
New employee Review policies
Tour office
arrives and procedures
Yes
Questions Answer
? questions
No
Fill out new Deliver forms to
employee forms HR for processing
Toll Free: +971 800 QDOT9 info@[Link]
Deployment Flowcharts
How to Draw a Flow Chart [Link]
1. Think the process
2. Identify Stakeholders
3. Identify steps in the Process & resultant Documents
4. Sketch on Paper
5. Place Decision Checks
6. Draft it on computer
7. Make finishing
Note:
➢ Ensure process flows from START to END
➢ Avoid ‘dead ends’
➢ Avoid unending loops
Toll Free: +971 800 QDOT9 info@[Link]
How to Draw a Flow Chart
j0233018
Exercise
Procedure for Corrective & Preventive
Action
Draw the Flow Chart
Time = 20 Min
How Much Detail? [Link]
❑ For process analysis and improvement purposes,
detailed flowcharts are better.
❑ Stay focused on the process client.
❑ Even as you get more detailed, keep the overall
process objective in mind.
❑ You can insert additional detail in the symbols (e.g.
names; time frames, Document no.) or in
supplementary notes, using the numbers on the
symbols
Toll Free: +971 800 QDOT9 info@[Link]
[Link]
Process Improvement
Via Process Mapping
Toll Free: +971 800 QDOT9 info@[Link]
“The Questioning Technique”
Analyze the entire process, then ask the following questions about each task or step:
WHAT: Why is it done at all? / Why is it necessary? / Why not eliminate it?
WHERE: Why is it done there? / Why not change the Place? / Why not change the
sequence? / Why not combine?
WHEN: Why is it done now? / Was it the suitable time? / Why not change it?
WHY: Why is it done? What is the Purpose behind? Why done like this?
WHO: Why does the person do it? / Why not change the person? / Why not
change the sequence? / Why not combine?
HOW: Why is it done this way? / Why not do it in a different way? / Why not
improve it? / Why not make it easier?
Improving Processes via Flowcharts
Start Media Bad luck! Try again. End Media
Article Project Article Project
No
Yes Well Done!
1. Plan the 9. Brochure
End Media
brochure acceptable?
Article Project
2. Draft text for 8. Brochure
the brochure
3. Source
7. Get brochure
and format
published
photographs
4. Seek approvals
How could this process
No OK be improved?
No 5. Text Yes 6. Photo Yes 6. Get Errors 7. Make
permission permission
No brochure
improvements
granted? granted? edited
Improving Processes via Flowcharts
Start Media Bad luck! Try again. End Media
Article Project Article Project
No
Yes Well Done!
1. Plan the 9. Brochure
End Media
brochure acceptable?
Article Project
3. Source
2. Draft text for 8. Brochure
and format
the brochure
photographs
7. Get brochure
published
4. Seek approvals Speed could be
No OK
improved by
5. Text 6. Photo 6. Get
doing some steps
No Yes Yes Errors 7. Make
permission permission
No brochure in parallel.
improvements
granted? granted? edited
Improving Processes via Flowcharts
Start Media Bad luck! Try again. End Media
Article Project Article Project
No
Yes Well Done!
1. Plan the 8. Brochure
End Media
brochure acceptable?
Article Project
3. Source
2. Draft text for 7. Brochure
and format
the brochure
photographs
6. Get brochure
published
4. Seek single
approval Duplicated steps
No OK could be removed
No Yes 6. Photo Yes 6. Get Errors
or merged.
5. Permission 7. Make
permission
No brochure
granted? improvements
granted? edited
Improving Processes via Flowcharts
Start Media Bad luck! Try again. End Media
Article Project Article Project
No
Yes Well Done!
1. Plan the 10. Brochure
End Media
brochure acceptable?
Article Project
3. Source
2. Draft text for 9. Brochure
and format
the brochure
photographs
Introducing
appropriate quality
8. Get brochure control could help
published
improve the final
result.
4. Seek single
approval
No OK
No Yes 6. Photo Yes 6. Get Errors
5. Permission 7. Make
permission
No brochure
granted? improvements
granted? edited
Orphans [Link]
❑ The steps in a process should link together.
❑ No process should have a line in with no line out (or
vice versa).
❑ Test question for processes: “then what?”
❑ No decision should have only a single out option.
❑ Test question for decisions: “or what?”
Toll Free: +971 800 QDOT9 info@[Link]
Examples of Orphans
Committee
Start Job Offer considers
applications
Or what?
Interview Offer Yes Applicant
Letter
shortlisted?
Conduct Conduct
interviews Doc. checks
Job Offer Yes Applicant No Job Rejection
Letter Letter
successful?
End Job Offer
Examples of Orphans
Committee
Start Job Offer considers
applications
Interview Offer Yes Applicant No
Letter
shortlisted?
Then
Conduct Conduct what?
interviews Doc. checks
Job Offer Yes Applicant No Job Rejection
Letter Letter
successful?
End Job Offer
Examples of Orphans
Committee
Start Job Offer considers
applications
Interview Offer Yes Applicant No
Letter
shortlisted?
Doc.
Conduct Conduct checked
No
interviews Doc. checks
OK?
Yes
Job Offer Yes Applicant No Job Rejection
Letter Letter
successful?
End Job Offer
Process Maturity Levels
A PP Level 6
Level 5
C
C D
D Level 4
Level 3
Level 2
Level 1
Adaptive
Capable Efficient
Defined Repeatable
Unknown