PROCESS MAPPING:A GUIDE TO FINDING YOUR WAY THROUGH THE MAZEDATE NOVEMBER 2, 2012 – WCET PRESENTED BY KAREN PEDERSEN, TERRI HAYES, & MARC LOR
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Session OverviewWhat is a process map?Why does NAU map processes?Case studiesGetting StartedTips ?
We Can Map AnyProcessA process map is a visual representationdescribing a process’ flow of activitiesfrom beginning to end.Often the hardest task in process mappingis getting everyone to agree what theprocess looks like.
Why Does NAU Make Maps?Improve communication and Define process ownershipcommon understanding Expose complexityDefine boundaries Reveal disconnectsExpose redundancies
Case Study #1: Class FeesObjective:Illustrate new business process or changes to business processOutcome:Clear understanding of process and ability to discuss implementationwithout confusion
COURSE FEE CHART (Process, Before and After)ILLUSTRATING A CHANGE TO BUSINESS PROCESSES REGARDING COURSE FEES
Case Study #2: Transcript Process Objective: Clarify ownership and outcomes of specific business processes Outcome: Clarity about ownership reflected on the map (each “swim lane” represents one team); teams are able to work on specific functions
TRANSCRIPT EVALUATION PROCESS FLOWCHARTUNDERSTANDING THE COMPLEXITY OF A CURRENT PROCESS
Case Study #3: Connect Flowchart Objective: Bring shared understanding about a complex topic. Outcome: Clarity among internal stakeholders to manage and communicate expectations
SCORING A LEADCLARIFYING EXPECTATIONS
Case Study #4: Network VennObjective:Visualize a complex set of data for easy reference and communication‣ Members of TV Services met with the tech team to instruct one another on the finer details of a complex network‣ A smaller group met to map out which machines were contained on which networks, including the complex ways the networks overlap.Outcome:Members of both teams can gather useful information at a glance, andcommunicate clearly with each other.
TV SERVICES TRUCK NETWORK VENN DIAGRAMVISUALLY REPRESENTING WHICH MACHINES EXIST ON WHICH NETWORKS, AND HOW THEY OVERLAP
Getting StartedHigh touch… Low tech Software Tool Examples:No fancy tools required. You can ‣ Microsoft Wordmap a process on the back of anapkin or on a whiteboard. ‣ Microsoft VisioProcess maps don’t need to ‣ OmniGraffle Pro (for Mac)beautiful – they just need to be ‣ Creately.comclear.
Tips for Process MappingStart simpleLabel your chartWhen possible, include multiple perspectives in the same roomBegin with broad categories; allow participants to fill in the gaps as youprogress
Questions Karen Pedersen:Karen.Pedersen@nau.edu Terri Hayes: Terri.Hayes@nau.edu Marc Lord: Marc.Lord@nau.edu