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