Process mapping is a method to visually document and analyze processes by graphically depicting the steps. It involves identifying processes, gathering information through interviews, and generating maps. Process maps show the suppliers, inputs, process steps, outputs, and customers for a process. Analyzing maps can eliminate waste and improve processes by streamlining steps and focusing on customer needs. Potential pitfalls include getting lost in details or not verifying facts during mapping.

1. Process Mapping

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, 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. Identification of Major Processes
– Mental Health Service
 Referral
 Assessment
 Care planning
 Care delivery
 Discharge

8. Major Steps of Process Mapping
(J. Mike Jacka and Paulette J. Keller)
 Process Identification
 Information gathering
 Interviewing and map generation
 Map Analysis

9. 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

10. 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

11. 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

12. 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

13. 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)

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

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

16. 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