Process Mapping
John R. Grout
Berry College
Campbell School of Business
Mount Berry, Georgia 30149-5024
jgrout@[Link]
Voice: (706) 238-7877
Fax: (706) 238-7854
Outline
Processes
Intro to process mapping
Why process mapping?
Process Attributes
Design emphasis
Process FMEA prerequisite
Complexity or difficulty
Who manages the process?
Caveats
More on process mapping
A definition of “process”
“A collection of interrelated work tasks,
Initiated in response to an event
Achieving a specific result for the
customer and other stakeholders of the
process.”
Source: Sharp and Mc Dermott Workflow Modeling 2001
Processes
Customer = recipient or beneficiary of result
produced by the process.
Interrelated = the completion of one task
initiates the next task in the process.
A triggering event, which involves the
customer, marks the start of the process.
Achieving the specific result for the customer
marks the end of the process.
Processes are supported by
enablers
Workflow design
Information technology
Motivation and measurement
Human resources
Policies and rules
Facilities
Sub-processes
A process can be made up of processes, often
called sub-processes
Defining “the process” and its boundaries
depends on your perspective
The event that initiates a process could be
part of a larger process.
Process vs. Task
Everyday usage: no universal distinction
For our purposes:
Processes involve more than one person,
coordinated effort is required.
Tasks involve one person
Theory of ones:
Every process must be justified --
why can’t the result be achieved in one
activity, by one person, at one time?
Source: Harrington, Business Process Improvement Workbook
Process maps
A graphical presentation that document
the tasks and other aspects of processes
Familiar version know as flow charting
Numerous formats or approaches exist
2 versions of a process map are common:
As-is: the current state of the process
To-be: the goal state of the process
Widely used. Not widely researched.
Process Mapping Basics
Arrows and Icons
Lots of approaches
Best for Medicine?
Phys- Mammo consult consult
appt gram
consult consult
ical
Patient
General appt
Phys-
Rec’v consult
ical
Practitioner
Mammo Dev-
Radiology appt gram elop
send
Sched/
appt
Surgeon Consult
orders
Sched/
Hospital orders
Error #1
Pathology
Radiological Consult
Oncologist
Medical Consult
Oncologist
Physical
therapist
Likely results
of process mapping
Increased understanding of process,
Increase consensus about the process,
Increased visibility into the process.
Those who assume they know the process,
without having mapped it, will probably find
surprises when they map the process.
Dimensions of process
mapping approaches
Level of detail
Multi layered (Nested or Hierarchical?)
Multiple types of flows
Shows hand-offs (organizational structure)
Icons
Logical operators
Flow time
User support information
Identifying risks and hazards:
Caveats
“In some cases, it is easier for customers to
define the business process because they are
the only one who see it all.” (Sharp & McDermott)
From customer’s perspective, the process
may often involve multiple sub-processes.
Optimal sub-processes will not result in
optimal customer processes
Identifying risks and hazards:
Caveats
Optimization of sub-processes usually
leads to suboptimization of processes*
Sub-processes should be designed to
contribute to global optimality.
Carefully crafted sub-optimal
(“inefficient”) sub-processes will be
required for optimal customer outcomes
*Goldratt, The Goal, North River Press 1984
Process Mapping
Flowchart
Books on the subject:
Galloway, Dianne (1994) Mapping Work
Processes, Milwaukee, Wisconsin: ASQ
Quality Press.
Harrington, H. James, Esseling, Erik K. C.,
and Van Nimwegen, Harm (1997) Business
Process Improvement Workbook New York:
McGraw-Hill.
Damelio, Robert (1996) The Basics of Process
Mapping, Portland, Oregon: Productivity
Inc
Process Mapping:
Top-Down Process Map
Sub-processes are listed under each
major process
Minimal graphics – could be text-only
indenting sub-processes in an outline
format
Books on the subject:
Wilson, Ray W. and Harsin, Paul (1998)
Process Mastering: How to Establish
and Document the Best Known Way to
Do a Job. Portland, Oregon:
Productivity Inc.
Process Mapping:
Top-Down Flow Chart
1 2 3 4 5
PSA test PSA test PSA test PSA test PSA test
ordered ordered ordered ordered ordered
Subprocesses Subprocesses Subprocesses Subprocesses Subprocesses
A. Order A. ID A. Review A. Report A. Telephone
Written patient B. Centrifuge Received B. Visit setup
B. Entered B. Select C. Verify C. Result
in CPRS proper calibration
C. Received equip D. Run QC
in lab C. Draw E. Run
blood sample
D. Label F. Report
results
G. Enter in
CPRS
DeRosier et al. joint commission Journal on Quality Improvement (28)5: 248-267.
Process Mapping
IDEF0
Pronounced “eye-def zero”
Meaning boxes and arrows:
Control
(information)
FUNCTION
Input NAM E Output
Process #
Sub-process
reference #
M echanism Call
(tools & equipment)
Source: [Link]
Process Mapping
IDEF0
Nested or General
Hierarchical
Diagrams
Detailed
Source: FIPS 183 available at [Link]
Process Mapping
Web-based example
IDEF0
Patient Sample centrifuge serum
sample
Bio-Hazard Waste
Micro-tubes screen for
Antibodies negative
antibodies
Reagents, etc.
2
A22 Bio-Hazard Waste
type
Test tubes sample ABO/RH
ABO/RH
Reagents, etc.
3
Antibodies Positive
A23
Patient History
Books on the subject: identify
antibodies
Federal Information Processing Standards 4
record
(FIPS)183: Integration Definition for A24
results
Patient sample inf omration
Function Modeling (IDEF0) 5
[Link]
Hemocare system
Hunt, Daniel V. (1996) Process Mapping:
How to Reengineer Your Business Processes,
New York: John Wiley & Sons.
Process Mapping
Swimlanes
Books on the subject:
Sharp, Alec, and McDermott,
Flowchart superimposed Patrick (2001) Workflow
on a grid Modeling: Tools for Process
Improvement and Application
Grid rows are Development, Boston: Artech
organizations, departments, House.
Frazier, Jane C. (2001) Swimlane
functions, or individuals Process Mapping, Walnut
Grid columns are Creek, CA: Frazier
Technologies, Inc.
chronological ([Link])
Team or joint activities Jacka, J. Mike and Keller, Paulette
J. (2001) Business Process
indicated by boxes Mapping: Improving Customer
Satisfaction New York: John
Wiley & Sons.
Process Mapping
Swimlanes: Susan’s Lumpectomy
Phys- Mammo
appt consult consult consult consult
Patient ical gram
General appt
Phys-
Rec’v consult
ical
Practitioner
Mammo Dev-
Radiology appt gram elop
send
Sched
Surgeon appt Consult
orders
Sched
Hospital Error #1 orders
Pathology
Radiological Consult
Oncologist
Medical Consult
Oncologist
Physical
therapist
Process Mapping
Swimlanes: Susan’s Lumpectomy
Pre- Surg- Request Study
Consult Consult treat treat
Patient admit ery report report
General
Practitioner
Radiology
Surg-
Surgeon ery Error #1 caught
Pre- Surg- by patient
Hospital admit ery
Rec’v Anal- Type
Pathology samp yze up
send
Radiological Error #2 Plan …
Consult treat
Oncologist treat
Medical Plan
Consult
Oncologist treat
Physical Error #2 caught Consult
…
treat
therapist By patient
treat
Process Mapping
Value Stream Mapping
Rother, Mike and Shook,
John (1999) Learning to
See, Brookline, MA: Lean
Enterprises Institute Inc.
Tapping, Don, Shuker, Tom
and Luyster, Tom (2002)
Value Stream Management
Productivity Press.
Process Mapping
Value Stream Mapping
Ordering and
Scheduling info
As tasks are linked into
“one-piece flow” they
are combined on the map
Production task &
Inventory info
Includes information
On elapsed time
Process Mapping
Value Stream Mapping
24 icon set for lean manufacturing
Thank You! Questions?
