Process Mapping

1. Process Mapping

2. 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.

3. 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

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

5. 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

6. 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

7. Identification of Major Processes – Mental Health Service • Referral • Assessment • Care planning • Care delivery • Discharge

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

9. 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

10. 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

11. 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

12. 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

13. 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)

14. Defining a Process (S-I-P-O-C) • Suppliers • Inputs • Process • Outputs • Customers

15. Map Analysis – Elimination of Waste • Delays • Duplication • Approvals • Hand-offs • Errors • Uncertainties

16. 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