1. What’s our Starting Point
What’s our Starting Point?: An introduction to process mapping and reviews
Student Centre Conference, Sydney,
30th of April 2010
Presenter: Grisel Carreira
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira -

2. “Evidence suggests that business process management is delivering costs benefits while reducing errors, increasing value and enabling differentiations”
Gartner
Friday 30 April 2010
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Grisel Carreira -

3. Presentation outline Introductory program:
The Hows and Whys of process mapping
Advanced program:
How the Tango’s 8 Steps can improve your business process
Questions?
15 min
5 min
Friday 30 April 2010
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Grisel Carreira -

4. The Hows and Whys of process mapping
An introduction to process mapping
Friday 30 April 2010
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Grisel Carreira -

5. What is covered ? Morning session - Theory
Processes overview & methodologies
for representation & documentation
Exercise
Overview on process analysis and improvement
Afternoon session - Practice
Visio Overview
Process diagram + exercise
Schedule diagram + exercise
Friday 30 April 2010
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Grisel Carreira -

6. Processes overview & methodologies for representation & documentation
Friday 30 April 2010
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Grisel Carreira -

7. Why is process mapping important?
Fits with the way the University sector is heading (Plan, Do, Review and Improve)
Visual representation
Documentation
Adaptable to everything
Friday 30 April 2010
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Grisel Carreira -

8. What is process mapping used for?
Process reengineering
Regulatory compliance
Activity analysis
Simulation
Role clarity (SLA)
Systems architecture definition
Projects
Friday 30 April 2010
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Grisel Carreira -

9. Process Definition
“ A business process is a collection of related, structured activities or tasks that produce a specific service or product (serve a particular goal) for a particular customer or customers.”
Friday 30 April 2010
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Grisel Carreira -

10. Process mapping / diagrams Basic characteristics:
High, medium and low
level of detail
Framework where
process lives
Process owner
Process stakeholders
Shows person responsible for the task
Friday 30 April 2010
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Grisel Carreira -

11. Other process related diagrams
Use Case
Activity
Schedule
Friday 30 April 2010
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Grisel Carreira -

12. Methodology - Standards for process representation
Diagrams:
Unified Modeling Language (UML)
Business Process Modeling Notation (BPMN)
Documentation:
Join Information System Committee (JISC)
Friday 30 April 2010
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Grisel Carreira -

13. Process diagrams Not to be reproduced without the written consent of
Friday 30 April 2010
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Grisel Carreira -

14. Process diagrams for real
Friday 30 April 2010
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Grisel Carreira -

15. Process documentation and review sheet
Friday 30 April 2010
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Grisel Carreira -

16. Overview of analysis & improvement
Friday 30 April 2010
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Grisel Carreira -

17. Business process reengineering BPR
“An approach aiming at improvements by means of elevating effectiveness and efficiency of the business process that exist within and across organisations.”
Business process improvement BPI
“Is a systematic approach to help any organisation optimise its underlying process to achieve more efficient results.”
Friday 30 April 2010
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Grisel Carreira -

18. Two approaches 1.Throw everything away and start again Process
Reengineering
2. Break it down in small parts and improve them
Process
Improvement
Friday 30 April 2010
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Grisel Carreira -

19. Consider process requirements
Quality
Speed
People
Technology
Money
Compliance
Friday 30 April 2010
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Grisel Carreira -

20. Visio overview for processes and schedule diagrams
Friday 30 April 2010
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Grisel Carreira -

21. Flowcharts shapes Schedule diagrams Cross Functional Flowchart Basic
Timeline
Friday 30 April 2010
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Grisel Carreira -

22. Microsoft Visio tricks
Format and manipulate shapes and lines
Align diagram
Group and ungroup shapes
Make diagrams look professional
Etc, etc.
Friday 30 April 2010
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Grisel Carreira -

23. How the Tango 8 Steps Can Improve Your Business Processes
Advanced course on process analysis and review
Friday 30 April 2010
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Grisel Carreira -

24. Morning session Steps 1 to 5 + 2 exercises
Steps 1 to 3 : Salida (Exit)
1) The Whys of the review (Palms together / Start)
2) The What, Hows and Whos of the review (Walk /Focus)
3) Setting up the review (Drift / Set)
Steps 4 and 5: Diagonal
4) Define ‘as is’ process (Walk to the Cross / Map)
5) Analyse dysfunctions (Close / Analyse)
+ 2 exercises
Friday 30 April 2010
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Grisel Carreira -

25. Afternoon Session Steps 6 to 8 + 2 exercises Resolucion (Completion)
6) Define ‘to be’ process (Forward / Design)
7) Implement
(Basic Cross/ Implement )
8) Continuous improvement (Close the loop / Review)
+ 2 exercises
Friday 30 April 2010
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Grisel Carreira -

26. Grisel Carreira - grisel.carreira@gmail.com
Steps 1 to 4
Process mapping repetition
Specific reviews considerations
New techniques for:
Setting up the review and
framework
Defining purpose, objectives
Stakeholders analysis
Use case, activity and relationship diagrams
Friday 30 April 2010
Grisel Carreira -

27. Some problems reported
No customer focused approach
No clarity around the outcome
No understanding of current process
Lack of communication
Changes based on existing tasks/ practice
Misuse of resources
Lack of guidelines
Lack of delegation/ trust , etc.
Friday 30 April 2010
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Grisel Carreira -

28. Step 5: Analyse process problems
Process dysfunctions list
Cause, symptoms, frequency
How to analyse and represent dysfunctions
Friday 30 April 2010
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Grisel Carreira -

29. Step 6: Designing the ‘to be’ process
Process design principles
(BPI, BPR, BPM, 6 Sigma)
Techniques used for fishing
design ideas
Representing changed process
Friday 30 April 2010
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Grisel Carreira -

30. Step 7: Implementing process changes
Assess implementation
Some basics required
before starting
Techniques for a successful implementation
Friday 30 April 2010
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Grisel Carreira -

31. Step 8: Continuous process improvement
Measures and responsibilities
(KPI, lead and lag indicators, etc.)
Reporting, cycles and trends
How to stay tuned with changes and new ideas
Friday 30 April 2010
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Grisel Carreira -

32. Upcoming ATEM workshops
The Hows and Whys of process mapping
How the Tango’s 8 Steps
can improve your business process
15 June 9 July
Friday 30 April 2010
Grisel Carreira -

33. The End
Friday 30 April 2010
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Grisel Carreira -

34. Anonymous Feedback / or Comments?
1. Betterme.com
2. Register
3. Confirm address
4. Select ‘Give’ tab
5. Enter my
6. Enter feedback
or go to
Friday 30 April 2010
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Grisel Carreira -

35. Questions? Friday 30 April 2010
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Grisel Carreira -