The document discusses process mapping, which involves creating a visual map of the key activities, decisions, and information flows within a business process. Process mapping helps identify opportunities for process improvement. Standard symbols are used to represent different process elements. Process maps can vary in level of detail and perspective. Mapping the customer experience holistically can provide valuable insights, as can quantifying different aspects of a mapped process.

1. CONSULTING TOOLKIT
Consulting skills:
Process Mapping
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2. There will be a key process you need to understand on most
consulting projects
PROCESS MAPPING
WHAT? Creating a map of all the activities, decision points and
information flows in a specific business process
WHY? Businesses create value in their processes (e.g.
product development, key account management,
brand planning)
Mapping a process helps you identify how it can be
improved
HOW? Define the scope of a specific process
List the steps
Draw the process map with appropriate symbols
Bake until golden brown
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3. Processes are mapped using standard symbols so they can be
quickly understood
STANDARD PROCESS MAPPING SYMBOLS
Start
Point
Physical Flow
Yes
Decision End
Activity Decision
Point Point
No
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© Flow

4. Processes are mapped using standard symbols so they can be
quickly understood
PROCESS MAPPING OF OUR CONSULTING PROPOSAL PROCESS
Initial Briefing
Does prof Yes Does client Yes
Prepare Proposal
approve approve
proposal approved
proposal? proposal?
No No
Feedback
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5. With experience, your process maps will become more useful
•Map what ACTUALLY happens, not what should happen, or
the manual says happens
•Map with pencil and paper, TOGETHER with the people who
work on the process
•Set boundaries; start with the big picture and progressively add
more detail
•Know what questions you are looking to answer: Reduce cost? Speed
up? Improve quality? Improve experience?
•Mapping holistic processes ACROSS functional boundaries or from
unusual perspectives (e.g. customers) generates the best insights
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6. Even simple process mapping can provide insights
Source: http://interactive.cabinetoffice.gov.uk/strategy/survivalguide/index.htm
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7. You can map processes at different levels of detail, depending
what sort of insights you want
LOW DETAIL OK HIGH DETAIL REQUIRED
e.g. Mapping customer experience e.g. Redesigning a manufacturing
to explore customer perspective process
BLOOD TESTING PROCESS MAPPING ASSEMBLY PROCESS
Need insight from holistic perspective Need timings and costs for each stage
Source: strategosinc.com
YYDDMM Syndicate Case_name
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8. Mapping the full customer experience is very valuable for any
service business
CUSTOMER EXPERIENCE MAPPING FOR AN AIRLINE FLIGHT
• Are you mapping end-to-end, not just the parts you see?
• Where will your brand touch the customer?
• Where will you “wow” the customer?
Source: experiencematters.wordpress.com
YYDDMM Syndicate Case_name
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9. Process maps are even more valuable if you quantify them
IBM SIGNATURE SELLING METHODOLOGY
40% 50% 67% 75%
Source: dantepro.com
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