Process mapping is a method to graphically describe the steps that make up a process. It involves documenting, analyzing, controlling, improving, and redesigning processes. The major steps of process mapping are process identification, information gathering, interviewing, and map generation and analysis. Process mapping provides benefits like understanding processes visually, taking a holistic view, developing employee buy-in and pride, and creating customer-focused processes. Potential pitfalls include mapping without a clear purpose, getting lost in details, and not focusing on customers' needs.

1. Process Mapping
Internal Audit Division-MSN

2. Definition of Process Mapping
 Process mapping is a method to
graphically describe the steps that
make up a process.
 It consists of a set of tools that enable us to
systematically document, analyze, control, improve,
and redesign a process.
 It is the first tep of process management.

3. Benefits of Process Mapping
 Ability to visually understand and document a
process
 Ability to take a holistic view of process objectives
 Develop true “buy-in” from employees
 Develop a sense of pride among employees
 Create customer-focused processes

4. Sequence of
Process Mapping – An Example
 A major process – make breakfast
•Cook ingredients
•Cook eggs
•Pour mixture
•Prepare mixture

5. Identification of Major
Processes – An Example
Customer
order
processing
Generation of
a work order
Purchasing of
materials
from
suppliers
Generation of
detailed
production
schedules
Actual
production
and assembly
Pack and
ship

6. Identification of
Sub-Processes – Customer Order Processing
 Customer request for information
 Customer places order
 Review and enter order
 Finalize order
 Create drawings and specifications
 Check drawing and specifications
 Sign off & release drawings/specifications

7. Major Steps of
Process Mapping
 Process Identification
 Information gathering
 Interviewing and map generation
 Map Analysis

8. Process Identification
 Identification of “trigger
events,” i.e., actions
from customers that
cause the start of a
process
 Name the process for
each of the trigger
events generated by the
customers

9. Examples of Trigger Events
 Prospective customers contact company
about the product
 Customers place orders
 Customers receive orders
 Customers pay bills
 Customers request for service
 Customers stop payments

10. Information Gathering
 Description of a process
 Identification of process owners
 Discussion with process owners
•Business and process objectives
•Business and process risks
•Key controls
•Measures of success

11. Interviewing and
Map Generation
 Secure buy-in
 Select the right people for interviews
 Set up the interviews – setting, time, etc.
 Active listening and recording
 Use “drill-down” approach (unit, task and
action levels)
 Review and revise

12. Map Generation
An Example (Request for Payment)
 Unit Level (process request, prepare
check, deliver check)
 Task Level (complete request, verify
request, approve request, send request)
 Action Level (information needed for the
request, approval authority, method to
send request)

13. Defining a Process (S-I-P-O-C)
 Suppliers
 Inputs
 Process
 Outputs
 Customers

14. Map Analysis –
Elimination of Waste
 Delays
 Duplication
 Approvals
 Hand-offs
 Errors
 Uncertainties

15. Potential Pitfalls of
Process Mapping
 Mapping without a clear purpose
 Lost in the details
 Failure to finalize mapping
 Not verifying the facts
 Hidden bias or agenda
 Not focusing on customers’ needs