1. Process Maps Eng. R. L. Nkumbwa Copperbelt University 2010

2. Process Maps: Training Session What is a process? Why use process maps? Attributes of process maps Process mapping symbols How to create process maps? A real world example Types of process maps Summary References

3. What is a Process? A group of activities which, together, achieve a specific goal. The essence of operation management: inputs are transformed into outputs.

4. Process Examples Sales order processing Demand forecasting Sales operations planning Bought-ledger invoice processing New product development Production Stages

5. Process Maps Visual Tools of a Process

6. Process Maps Allow To: Understand a Process Simplify the process based on that understanding Implement or eliminate processes through a multi-step methodology Redesign the process for Improvement

7. Process Maps Cont’d Diagrams which show each step of the process Similar to flowcharts Represent the logic necessary to achieve the desired result

8. Why Use Process Maps? “ Everything from globalization to collaborative relationships demands maps that are clear and can be read by all the partners in the process. Process models are those maps. We use them to navigate our way through complex business practices of today.” Chris Cummins Vice President, Process Development Group Uniform Code Council, Inc.

9. Process Maps: A Picture is Worth 1000 Words © 2000 by Prentice-Hall Inc Russell/Taylor Oper Mgt 3/e

10. Attributes of Process Maps Intuitive Understood at every level of an organization Sophisticated enough to model complex activities Prevent ambiguity Make effective use of time available to analyze a process Identify process-related issues

11. Terms to Know Before We Start Mapping Alternative Path: One or more options are presented that create a path off the primary path. Decision Criteria: When incorporating alternative paths into a map, there must be a choice to be made between 2 or more options; the question being asked should be specific. Inspection Point: A pass/fail decision to test an output in process.

12. Key Terms (Cont’d) Input: Materials, money, people, information, or other factors that are essential to the process Output: The end result -- the product or service that a customer receives Parallel Process: Another process that can be executed at the same time as the primary process Primary Process: The tasks must be carried out in order to achieve a desired output from given inputs

13. Process Mapping Symbols The rectangle represents each task of step within the map The parallelogram represents inputs The oval represents the process boundary The diamond represents a decision ?

14. How to Create a Process Map? 1.Select a process 2. Define the process Goals Input Output

15. 3. Map the Primary Process Define the tasks that will be required to reach the desired output Incorporate appropriate symbols in your map Make sure to show parallel processes

16. 4. Map Alternative Processes Map points along the primary process where decision are made Recognize one or more alternative paths Merge those paths back into the primary path

17. 5. Map Inspection Points Use these points to error-proof your map Useful to better satisfy customers and/or cut down on costs and time Points could lead into rework loops or do-over loops

18. 6. Use Your Map to Improve the Process Eliminate non-value-added steps Set standards for the process What will pass and what will fail

19. Real World Example: Mapping the Student Course Registration Process Define the Process Output: schedule The goal of the student: obtain classes needed to graduate Inputs: the course catalog, an advisor, a computer, and professors Map the primary process Tasks of the registration process in logical order

20. Student Course Registration Process (Cont’d) Map alternative paths 3 points in the map where alternative paths are necessary Has registration started? YES/NO Are the classes still available YES/NO If not, can the student get an override? YES/NO Diamonds are the appropriate symbols Alternative paths merge back to the primary process

21. Registration Process Map (Simplified) Receive course catalog Find out registration period YES Register via Internet Are my classes closed? Receive schedule Choose classes Can I get signed in? Can I register? Register later NO YES NO

22. Benefits of Process Maps Simplified processes Higher efficiencies in employee tasks Greater understanding of processes and procedures Cost savings from elimination of redundant or unnecessary tasks “Opportunities” are addressed and corrected faster Better training programs

23. Maps Used in the Reengineering Process Customer requirements data Strategic directive Goals & specifications for process performance High-level process map Detailed process map Pilot study of new design Full-scale implementation Benchmark data Design principles Key performance measures Baseline analysis Innovative ideas Model validation © 2000 by Prentice-Hall Inc Russell/Taylor Oper Mgt 3/e

24. 1. High-level Process Maps Useful in beginning of the redesign process Contain the essential parts of a process Focus on performance goal Helpful for generating innovative ideas

25. High-level Process Maps Cont’d Input OutputSubprocess Performance goal © 2000 by Prentice-Hall Inc Russell/Taylor Oper Mgt 3/e

26. 2. Detailed Process Maps Prepared for each subprocess in the high- level map Guide decisions on allocation of resources Determine and set in place key performance measures

27. Summary Process maps are: Simple and effective ways of visualizing and understanding of a process Valuable and unique quality improvement tools Waste management tools Everyone involved can take part in improving the process

28. References Internet 1.Berry college; Campbell school of business http://campbell.berry.edu/faculty/jgrout/bus453/Gallowaymappi ng/p3_basicp.htm 2.Chris Cumming, process development group, uniform code council, inc. www.magazine.org/retail/downloads/Process_Mapping.ppt www.magazine.org/retail/downloads/Process_Mapping.ppt 3.Integrated process solutions limited, 1999 http://www.ips-uk.com/ProcessMapping.htm 4.Energy consulting group, Georgia, 2000 http://www.ecg- llc.com/process46.htmlhttp://www.ecg- llc.com/process46.html

29. References Cont’d 5. RCG university: business process reengineering http://rockfordconsulting.com/bpr.htm 6. Jack Mulhern, Penn state university, 2002 http://www.freequality.org/beta%20freequal/fq%20web%20site/trai ning/FlowchartsJackMulhern[1].ppt Books 1.Galloway, Dianne. Mapping work processes. Milwaukee: ASQ quality press, 1994 2.Russell/Taylor. Operation management 3/e. Prentice-hall, 2000