1. Effective Process Mapping for (Business) Improvement & ISO9001:2000 Effective process mapping Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd

2. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 2 Effective process mapping Workshop objectives 1.Understand and apply a process mapping protocol 2.Practice process mapping skills 3. Develop process based performance indicators 4.Review process mapping facilitation skills

3. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 3 Effective process mapping Outline of the day 1.What is a process and what is process management? 2.Proposed process mapping protocol 3.Process & procedure design 4.Process measurement and monitoring 5.Practice 6.Facilitating process mapping

4. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 4 Effective process mapping Session one What is a process and what is process management? Learning points: To understand what is meant by the term process based management To be able to put process management in context To understand the system, process and procedure relationship.

5. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 5 Effective process mapping What is a process? Inputs Output Transformation activity

6. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 6 Effective process mapping What is a process? 1.What could be some inputs to an organisational / business process? 2.What could be some outputs from an organisational / business process?

7. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 7 Effective process mapping What is a process? Process Materials Procedures and methods Information People Knowledge Competence Plant or equipment Products Services Information Paperwork INPUTS?OUTPUTS? ‘don’t get confused with resources & constraints’

8. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 8 Effective process mapping What is a process? Inputs Measure outcomes / results against targets Process as a series of activities Resources necessarily used in carrying out the activities Constraints

9. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 9 Effective process mapping What is process management? Inputs Measure outcomes / results against targets Process as a series of activities Learn & improve to Enhance performance

10. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 10 Effective process mapping But what do we improve? Inputs Measure outcomes / results against targets Process as a series of activities Learn & improve to Enhance performance Budget Competence Asset use Methods Teamwork Environment Culture H&S Information sharing ‘you manage the resources & constraints not just the process itself’

11. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 11 Effective process mapping System management Inputs Outcomes / results Learn Change Law Society Economic Products & Services Customer satisfaction Environmental Regulations

12. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 12 Effective process mapping Why process management? Research indicates that the biggest problem is that managers do not understand the processes they are working in, and therefore cannot manage them »Collins, P. (1997), “Using Process Mapping as a Quality Tool” Management Services, Vol. 41, No. 3, pp 24-26.

13. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 13 Effective process mapping Functional Hierarchy vs. Product/Service Flow

14. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 14 Effective process mapping Why process management? The problems in organisations often occur between changeovers, when one process step flows to another process step in a different department or to a different specialist ….business processes are like a relay race, with the baton passing from one person to another within the organisation. The Olympic relay team don’t practice running together, they only practice the baton changes! Having only good runners will not get you the gold medal!

15. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 15 Effective process mapping Management system structure multi-level mapping Management System A process ‘the what is done’ A procedure ‘the how it is done’ Owner - Director Owner – Process Owner Measure business performance finance, customer process, innovation Measure efficiency and effectiveness finance, customer process, innovation Training Guide Photograph

16. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 16 Effective process mapping Exercise 1 Group 1 – What is the impact of process management on an organisation? Group 2 – What is system management and how do you incorporate standards into a system? Group 3 – What are the benefits of process and systems thinking to customers and the organisation?

17. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 17 Effective process mapping Session two The principles of process mapping Learning points: To map a business process at the correct level To understand how and when to use sub-processes To design processes that can be effectively communicated To map processes using simple tools and techniques.

18. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 18 Effective process mapping To map a process Start by defining the ‘real’ purpose of the process i.e. what the process is designed to achieve Define inputs Define outputs. Then…..

19. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 19 Effective process mapping Process mapping Process mapping aims to deliver a pictorial or graphical representation that shows clearly: –A number of linked process definitions represented in sequential order –Process definitions need ‘active’ verbs which describe activity [delivery of, creation of, completion of, agreeing to, analyzing of etc….] –Identification and visibility of process owners –Identification and immediate visibility to key functional interfaces –The start and end point of each process –Use a consistent level of detail across processes.

20. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 20 Effective process mapping Basic process mapping symbols Activity Decision Yes No Process Flow

21. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 21 Effective process mapping The 7 golden rules of process mapping 1. Time (& process flow) moves from left to right 2. Agree overall process title with start & end points 3.Define critical activities and critical cross-functional interfaces 4. Identify Process Owner 5. Use active verbs to describe process activities and, if possible, define processes in terms of desired outcome. 6. Map using 3 levels (if required) of consistent detail 7. Apply the 80:20 rule – don’t try to map every eventuality

22. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 22 Effective process mapping Exercise introduction Managing People Managing Money Managing Supply chain Managing Assets

23. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 23 Effective process mapping Exercise 2 1. In groups develop a draft process map for one of the service delivery processes in hotel’s management system.

24. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 24 Effective process mapping Questions to Ask? What difficulties did you have? What would prevent you from process mapping effectively? What questions / issues do you have?

25. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 25 Effective process mapping Other issues Can the map be understood in 30 secs? Can the map be seen easily on a PC screen if needed? Can other people understand it? Get the big picture by concentrating on the ‘Yes’s’ first Is it clear and concise? Is everyone included? Are roles and responsibilities defined?

26. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 26 Effective process mapping Process map: example one Issue Store Machine Shop Machinist - Honer (1) 0.0% utilization Machinist - Turner (1) 0.0% utilization Wait Time (1) 0.0% utilization Wait for both batches to be completed. Turn piston to size. On batch completion send out Drill out barrel, hone and polish. On batch completion send out. Take out material and mark in sets Assemble items. Send out. Heat treat to specification. Batch size - 1000 De-grease, sand-blast and final de-grease. DE-ICER MACHINING & HEAT TREATMENT ‘Comments?’

27. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 27 Effective process mapping Process map: example two ‘Comments?’

28. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 28 Effective process mapping Exercise 3 1. In groups map a another process from the Hotel’s management system but not one of the service related (core) processes.

29. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 29 Effective process mapping Session three Procedure design Learning points: To understand when procedures may be required To understand how to construct procedures and link them to process activity To know the mandatory procedures needed for ISO9001:2000.

30. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 30 Effective process mapping Management system structure: multi-level mapping Management System A process ‘the what is done’ A procedure ‘the how it is done’ Owner - Director Owner – Process Owner Measure business performance finance, customer process, innovation Measure efficiency and effectiveness finance, customer process, innovation Training Guide Photograph

31. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 31 Effective process mapping ISO 9001:2000 Requirements Documented procedures are required to meet the Standard (see below) Preventive action Corrective action Control of documents Control of non-conforming product Control of records Internal audits.

32. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 32 Effective process mapping Tips Start with a verb Don’t cover more than 1 process activity box Don’t be concerned with linking, it’s in the process Don’t need scopes, responsibilities etc. Use bullet points

33. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 33 Effective process mapping Exercise 4 1. Prepare a number of procedures for an activity in the process you have designed

34. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 34 Effective process mapping Session four Process measurement and monitoring Learning points: To understand how to link process performance to the overall organisation To know how to select the correct key performance indicators.

35. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 35 Effective process mapping Process based performance indicators 1. Process performance indicators linked to the purpose of a process 2.Process performance indicators which measure the outcome of a process in terms of volume, cost, time, safety & quality i.e. business results 3.A metric, a percentage not a target.

36. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 36 Effective process mapping Impact on typical scope High Performance Organisations Stakeholder Needs ISO 9004 Customer Needs ISO 9001 Business (quality) objectives Processes Key performance indicators Monitor Performance & Improve System KPIs Process KPIs ‘shaped by the needs of stakeholders & customers’

37. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 37 Effective process mapping KPI business examples Number of sales leads / Number of sales achieved Number of deliveries made on time / Number of deliveries made Number or value of credit notes raised / Number of orders delivered Average debtor day Number of staff leaving within 3 months / Total number of staff Total sickness and absence days / Total work days available Number of products not to specification / Total number of products Number of customers leaving / Total number of customers Individual customer value / Total number of customers.

38. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 38 Effective process mapping Process KPIs & ISO9001:2000 Outcome (efficiency of the process) (effectiveness of the process) 8.2.3 – Monitoring & measurement of processes 8.2.4 – Monitor & measurement of product

39. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 39 Effective process mapping Exercise 5 1. Develop effectiveness and efficiency key performance indicators for the processes you have mapped.

40. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 40 Effective process mapping Session five Facilitating process mapping Learning point: To understand the role of the facilitator.

41. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 41 Effective process mapping Facilitators role The facilitators role could include: Helping the process owner to map the process with others as required Helping to identify KPIs based on the purpose of the process Providing training on process and systems management Not getting involved in the detail of the process but concentrating on helping create a good process Applying best practice in business process mapping Ensuring that a consistent level and ‘feel’ to the process and the system is achieved Managing the ‘pace’ of the meeting.

42. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 42 Effective process mapping In summary Build a process based on its purpose Ensure the process aligns with organisational objectives Communicate & run the process Measure performance Against targets Improve the process based on results

43. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 43 Effective process mapping Session six Skills practice

44. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 44 Effective process mapping Exercise 6 Identify a process for your organisation Map the process from that system Identify process performance indicators

45. Version JP.10.1-UK Oct 03  The High Performance Organisation Ltd 45 Effective process mapping Guidance, advice & support In partnership with The High Performance Organisation Ltd Tel. +44 (0)1604 470837 Email.enquiries@the-hpo.com