Process Mapping (Part I)

Workshop 1
 • Introduction to Business
Intro Processes

• Process Mapping
Process • Process Analysis
Study

• Agents of Change
Agents of
Change

• Value Chain
Process • Strategic Alignment
Alignment

• Ethics and Process

Management
Current
Issues • Impact of Technology
Learning Objectives

• Process Mapping – An Overview

• Flowcharts
• Relationship maps
Types of Process Maps
Why Map a Process?

• Helps make work visible

• Common reference point
• Document current practices
• Help process improvement
• Show how work could be done
Why Map a Process?
• Relationship view (the big picture)
Why Map a Process?
• Cross-functional process map (zoom in)
Why Map a Process?
• Organise work with maps
Why Map a Process?
• Relationship map to clarify roles and contributions
◦ Outputs (products and services)
◦ Customers (internal or otherwise)
◦ Inputs
◦ Suppliers
◦ Major functions
◦ Links between functions
• Build and strengthen communications
◦ Output requirements
◦ Input requirements
Suppliers Transformation Customers
Why Map a Process?
• Relationship and cross-functional maps and work performance
◦ Requirements clarification
◦ Process simplification
◦ Redundancies
◦ Non-value-added steps
◦ Accountability
Why Map a Process?
• Performance measurement
Process Mapping
Flowcharts
Flowcharting
• The sequence of steps that make up a process
◦ Build intelligence into flowcharts
◦ Expand the tool’s usefulness

This is a fairly simple flowchart.

Example of Flowchart
Process Mapping Activity-1

Group Activity: Develop a Flowchart outlining the steps

involved in making a cup of coffee.

Time:
10 minutes Flowchart development
10 minutes: Discussion of Selected Flowcharts
Process Mapping
Process Mapping
Process Mapping Pitfalls

Pitfall Possible Remedy

"Unbalanced" map (too Compare to other parts of the map; ask,
much detail in some areas, "Does this step contain roughly the same
not enough in others). amount of effort as that step?"

Gaps (missing or uncertain Ensure that those who help create the
steps). map are knowledgeable of the process, or
have others review the draft for
completeness and accuracy.

Map too "busy." Use additional paper and plenty of white

space, or expanded maps cross-
referenced to base map.
Process Mapping Pitfalls
Pitfall
Takes too long, or people
getting bogged down.
Unclear terminology, or
cannot remember what
was said about a particular
step.
Possible Remedy
Establish ground rules:
• Outstanding items list
• Move on after five minutes
• Follow rough draft principle; first get it
down, then get it good
• Use facilitator.
• Take notes while mapping.
• Create glossary.
Process Mapping Pitfalls

Pitfall Possible Remedy

Group is mixed (some • Stress that firsthand knowledge of the
upper level, some lower work process is what matters.
levels) or defers to • Strive for equal participation, even if it
designated decision means redefining the group.
maker. • Try to prevent this problem by staffing
the group with the right mix up front and
explaining to management that they
should select those closest to the work.
Process Mapping Activity-2
Group Activity: What pitfalls should we look out for when mapping
a process?

Watch the clip “Darth Vader Canteen”.

The literature tells us that in order to better achieve a firm’s

strategic objectives ALL processes must be aligned with the firm’s
strategy. What strategy does the Death Star pursue? How can the
function of the canteen be aligned with it?
Process Mapping
Relationship Maps
Process Mapping
• Collecting the information
◦ Self generation
- Fast
- Limited by self knowledge
◦ One-on-one interviews
- Good questioning and listening skills
- Rapid information synthesis
◦ Group interviews
- Greatest direct interaction
- Requires a skilled facilitator
Relationship Maps

• Connecting parts in a whole

How to Create a Relationship Map

1. Identify the major outputs of the group or

department
How to Create a Relationship Map

2. Identify immediate customers. Who receives the

outputs
How to Create a Relationship Map

3. List major inputs required to produce major outputs

How to Create a Relationship Map

4. Where do the inputs come from?

How to Create a Relationship Map

5. Identify the major relationships inside the group

Process Mapping Activity-3

Group Activity: Develop a Relationship map to produce

& deliver a Happy Meal at MacDonald’s

Time:
15 minutes Relationship map development
15 minutes: Discussion of Selected Maps