1. Course: Government Process Re-engineering Day 2 Session 5: Process Mapping Workshop and Exercise on Cause and Effect diagram

2. Agenda  Process mapping at activity level continued  Identification of problem / improvement areas  Group activity on identifying the cause & effect of the problem

3. Slide 3 Exercise: Draw a detailed activity level flowchart for your selected process Rules −Select a process within your group  Use one of the processes for which a problem statement has been defined previously −Document the process in activity-level detail using the provided template  Include the Phase, Players & Standard Documentation also −Identify the PIEs for the process  Document them as per the following slide format (on top of the process map) Time Frame −30 Minutes for the activity level flowcharting of an end-to-end process −30 minutes for detailing the PIEs that relate to the process

4. Slide 4 Sample Process Map with Problems, Issues & Expectations Slide 4 Process Policy Skills Structure IT Infrastructure Check done at final stage Manual data entry Absence of token system Physical presence required

5. Slide 5 Exercise: Draw a Fishbone Diagram for your selected process Rules −Select one of the key effects identified as a problem in the selected process  Use one of the processes for which a problem statement has been defined previously −As a group, discuss the effect and its related causes  Use the 5 Whys method −Draw a fishbone diagram using the select effect and its related causes −Present your Fishbone diagram to the workshop participants and get feedback Time Frame −20 Minutes for the exercise −10 Minutes for discussion