This document discusses process mapping and provides guidance on constructing a process map. It defines what a process map is, which is a graphical representation that uses flowchart symbols to depict the workflow within an organization. The document outlines the key steps to construct a process map, which includes selecting a process, defining the process, mapping the primary input-process-output flow, alternative paths, and inspection points. Common flowchart symbols used in process mapping are also shown.

1. Process mapping and
documenting
Gift Ajay Sam
Lecturer-Quality Management
Department of Transfusion Medicine and Immunohaematology
CMC, Vellore

2. Overview
• Purpose
• About a process map
• Steps
• Common symbols
• Exercise

3. Roadmap to Quality2
• X1+X2+X3+Xn= Y
• X=Process variations
• Y= customer behaviour
• Phone calls at lab reception, clinician asking for results. Lab has 2
telephones at registration desk to address clinicians queries.

4. Define Measure Analyse Improve Control
Problem statement • Data collection plan
• Collect data
• Measure process
capability
• Process map
RCA
FMEA
CA/PA Measure the impact
Of CA/PA

5. Problem solving tools1
• Process mapping
• Check sheets
• Pareto analysis
• Cause and effect diagrams
• 7M tools

6. What is a process map?
• Companies are segmented into departments hence it is difficult for
the management to see the underlying process.
• Hence, process maps are a graphical representation of a process that
uses modified flow-chart symbols.
• The process map provides a picture of the work-flow within the
organization.

7. How to construct a process map?
1) Select a process to be mapped
2) Define the process: e.g. product development- concept to
prototype, Sales- prospect to order, Order fulfilment- order to
payment, Service- inquiry to resolution.
3) Map the primary process: Input-process-output
4) Map alternative paths
5) Identify inspection points

8. Flow-chart symbols

9. References
1) Thomas Pyzdek, The Six Sigma Handbook: Problem solving tools,
McGraw Hill- Companies, 252-255, 2003.
2) Thomas McCarty, Michael Bremer, The Six Sigma management
system: The Six Sigma Black Belt Handbook, McGraw Hill-
Companies, 21-24, 2004.