1. © ValueAdding.com Ltd 2004 Process Mapping

2. © ValueAdding.com Ltd 2004 Introducing the techniques we shall use Process mapping symbols –Using “Post It” Notes The Slop sheet The “One Box” diagram The “Six Box” diagram The “First Cut” process map

3. © ValueAdding.com Ltd 2004 Basic Processing Mapping Symbols Start/finish symbol - denotes the initial boundary of the process An activity - denotes a ‘doing’ task. It must include a verb and a noun A decision point - denotes where the chart will split dependant on the outcome A connector -used to connect boxes & should not be used diagonally A delay point - denotes time spent when no processing is taking place The Hand Off

4. © ValueAdding.com Ltd 2004 Start and Finish START Tenant telephones with a complaint END Tenant receives letter of explanation

5. © ValueAdding.com Ltd 2004 Activity Filed John files the document Better Receptionist files the complaint in the cabinet Best

6. © ValueAdding.com Ltd 2004 Decision points Yes Does the caller live in the borough? No Has the problem been identifie d? No Yes

7. © ValueAdding.com Ltd 2004 The Delay point A delay point –Denotes time spent when no processing is taking place –Ask “Why?” Often appears when considering a process from the customers point of view –A Council Officer could be busy completing a process but the customer could be waiting

8. © ValueAdding.com Ltd 2004 The Hand Off A hand off –denotes where documents or calls are transferred from one person to another –Or are copied from one machine to another, or entered in a separate book etc An opportunities for error or further delay

9. © ValueAdding.com Ltd 2004 The Slop Sheet / Parking Lot / Issues Log Keep a record of: –problems –suggested causes and solutions –questions raised that need answers –thoughts to be captured but not appropriate for consideration now SLOP SHEET Process CommentResponse

10. © ValueAdding.com Ltd 2004 Creating the “One Box” Diagram A basic description of a process –Inputs –Outputs –Controls –Measurements –Resources One Box Process - Filling the Stationery cupboard Replenishment Process Outputs: Purchase Order, Delivery Advice Note Outcome: Cupboard is refilled with correct items Inputs: New Stock Trigger: Stationery cupboard is nearly empty Measures: Items are of right quality Resources: Budget, Staff

11. © ValueAdding.com Ltd 2004 This is how the process starts and ends… Process Inputs - What event starts the process and what other inputs are needed to complete it? 1.Report of a fault by a third party; 2.Fault identified by Highways Inspector; Fault details: location, nature and size of fault. Process Outputs - What is the final deliverable of the process and are there any other bi-products? 1.A rectified fault, inspection, and notification of its completion; 2.Payment to the contractor. Process Controls - Are there any regulatory or other controls you have or must have? Highways Act Section 41 Contract with outsource contractor Process Resource Requirements 7 in Highways Maintenance 4 Staff in Business Support Unit CONFIRM RESPOND (customer complaints / Member enquiries) Access Phones, Fax, Email, Photocopies

12. © ValueAdding.com Ltd 2004 Here is our One-box process map Highways Reactive Fault Fixing Process Triggers Reported fault Routine inspection Insurance claim Inputs Location details Nature of fault Size of fault Inspection report Order to contractor Outputs Response to originator Payment to contractor Inspection Report Performance indicators Outcome Fixed fault Fault declared safe Settled claims Rebutted claims Resources 7 in Maintenance (full complement) 4 Staff in Business Support Unit Contractor’s staff Sub-contractor staff CONFIRM Access Phones, Fax, Email, Photocopier External funds Controls Highways Act Section 41 Safety of Public Stat Obligation BVPI reporting Contract with contractor

13. © ValueAdding.com Ltd 2004 The “Six Box” map gives a high level Each box should be a “Value Adding” step Within each box there may be a number of different processes

14. © ValueAdding.com Ltd 2004 …and our “Six-Box” map Order raised on Access system Inspector sent to review Works order issued to contractor Fault fixed Customer /originator informed Box 3Box 2 Fault Reported Box 1Box 4Box 5Box 6