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Business Process Mapping


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Business Process Mapping

  1. 1. Introduction to Business Process Mapping
  2. 2. About Idealware
  3. 3. Introductions Karen Graham Executive Director Idealware @karentgraham
  4. 4. Vivian Hessel Director of Technology for Advocates LAF
  5. 5. Susan Zielke Managing Attorney Eastern Regional Office Land of Lincoln Legal Assistance
  6. 6. What We’ll Cover • New Offices, Old Processes • What Is Business Process Mapping? • How Does Process Mapping Work? • Getting Started • Panel Discussion
  7. 7. New Offices, Old Processes
  8. 8. The Move Downtown LAF had neighborhood offices scattered throughout the city. It decided that, to be more efficient, it had to consolidate into one downtown office.
  9. 9. Client Intake Became Less Efficient At the new office, the lines were long and moved slowly. The process became unwieldy and frustrating.
  10. 10. The Process Needed to Change LAF decided it needed to undertake business process mapping.
  11. 11. What Is Business Process Mapping?
  12. 12. Mapping Is Part of Process Improvement Choose the process you want to improve Gather stakeholder input Document the process visually (mapping) Analyze and find areas to improve Make changes Evaluate and continue to tweak
  13. 13. How Is Mapping Helpful?
  14. 14. You Can Increase Efficiency The visual format reveals redundancy and bottlenecks.
  15. 15. You Can Improve Service It can help you see areas of confusion or frustration for your clients and can reveal opportunities to offer more value.
  16. 16. It Can Help You Standardize Processes • Use it for repetitive processes. • You’ll make it easier for new staff and volunteers to learn. • Standardization can improve quality.
  17. 17. But Have Realistic Expectations Mapping alone won’t improve things. It’s just one step in process improvement.
  18. 18. How Does Process Mapping Work?
  19. 19. Start With Stakeholder Input • What’s working well? • What drives you bonkers? • Where do you think there could be improvement?
  20. 20. Map it Step by Step Use sticky notes on a wall—they’re easy to move around and change.
  21. 21. Decide what kind of sandwich Assemble sandwich Field trip day? Pack in paper bag Pack in lunch box Place in backpack Making Timothy’s Lunch
  22. 22. Escrow Process Copyright 2013 SeyfarthLean Consulting, used with permission.
  23. 23. A Few Tips • Answer who, what, how, and why. • Walk through the actual process.
  24. 24. If You Want to Get Fancy • Use shapes for different kinds of steps, e.g. diamond for decision point. • Add swim lanes. • Convert to a digital flow chart.
  25. 25. Keep going Find quick wins, then move to deeper analysis. Remember to implement and evaluate your changes.
  26. 26. Getting Started with Process Mapping
  27. 27. Who Should Be Involved? Go beyond your organization’s leadership. Include staff, volunteers, and clients.
  28. 28. How Do You Choose Where to Begin? Start with what annoys people the most.
  29. 29. Avoid These Mistakes • Don’t get too granular. • Beware the naysayer. • And don’t underestimate clout.
  30. 30. Jump In Don’t put it off. Just jump in and see what you learn.
  31. 31. Panel Discussion
  32. 32. Questions?