Process Mapping
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.
Benefits of Process Mapping
Ability
to visually understand and document
a process
Abilityto take a holistic view of process
objectives
Develop true “buy-in” from employees
Develop a sense of pride among employees
Create customer-focused processes
Sequence of Process Mapping – An
Example
A major process – make breakfast
• Cook ingredients
•Cook eggs
•Pour mixture
•Prepare mixture
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
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
Identification of Major Processes –
Mental Health Service
Referral
Assessment
Care planning
Care delivery
Discharge
Major Steps of Process Mapping
(J. Mike Jacka and Paulette J. Keller)
Process Identification
Information gathering
Interviewing and map generation
Map Analysis
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
Examples of Trigger Events
Prospectivecustomers contact company
about the product
Customers place orders
Customers receive orders
Customers pay bills
Customers request for service
Customers stop payments
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
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
Map Generation – An Example
(Request for Payment)
Unit
Level (process request, prepare
check, deliver check)
TaskLevel (complete request, verify
request, approve request, send request)
Action
Level (information needed for the
request, approval authority, method to
send request)
Defining a Process (S-I-P-O-C)
Suppliers
Inputs
Process
Outputs
Customers
Map Analysis –
Elimination of Waste
Delays
Duplication
Approvals
Hand-offs
Errors
Uncertainties
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