Process Mapping

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.
 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
Sequence of Process Mapping –
An Example
 A major process – make breakfast

• Cook ingredients
•Cook eggs
•Pour mixture
•Prepare mixture
 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
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
Identification of Major Processes
– Mental Health Service

 Referral
 Assessment
 Care planning
 Care delivery
 Discharge
Major Steps of Process Mapping
 Process Identification

 Information gathering

 Interviewing and map generation

 Map Analysis
 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
 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
 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
Defining a Process (S-I-P-O-C)
 Suppliers
 Inputs
 Process
 Outputs
 Customers
 Map Analysis –
Elimination of Waste
 Delays
 Duplication
 Approvals
 Hand-offs
 Errors
 Uncertainties
 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
 Symbols for
Process Mapping