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Process Mapping: Don t Let it be Your Kryptonite

What is Process Mapping?. Process Mapping is a workflow diagram to bring forth a clearer understanding of a process or series of parallel processes.Represents work visually and identifies problem areas and opportunities for improvement. It provides a common understanding of the entire process and

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Process Mapping: Don t Let it be Your Kryptonite

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    1. Process Mapping: Don’t Let it be Your Kryptonite Suzanne Pittman Assistant Vice President for Enrollment Management Georgia College & State University

    2. What is Process Mapping? Process Mapping is a workflow diagram to bring forth a clearer understanding of a process or series of parallel processes. Represents work visually and identifies problem areas and opportunities for improvement. It provides a common understanding of the entire process and specific roles and contributions of process participants.

    3. Why do process mapping? Streamlining processes enables us to use our most important resource, the time of our staffs, more efficiently. Assists in development of our staff. Promotes more global understanding of day to day tasks. When done correctly, results in better service to our students.

    4. Important points Process mapping is about the process and where it could be improved, and not about the person who is doing the task. Many staff members “own” their current process, and change is sometimes difficult. Process mapping works best in a group environment. The role of the facilitator is key. Process mapping cannot be accomplished in a day. Process mapping is on-going, and never ends.

    5. Role of the facilitator Guide events Question conventional wisdom Keep discussion on track

    6. Role of the facilitator Facilitators do not need experience with the process being studied. Lack of experience forces questions that others take for granted. Facilitators do need experience with group mapping.

    7. Steps of Process Mapping Make sure you have all your procedures documented. This will be your reference to your work. If not done, these can be completed by individuals, but are very important. (Financial Aid Policy and Procedure Manual)(Financial Aid Policy and Procedure Manual)

    8. Steps of Process Mapping Determine the Boundaries. Where does the process begin? Where does the process end?

    10. Steps of Process Mapping After mapping the process as is, go back and work the process following your map to make sure you have gotten all the steps. If map is correct, in a group setting again, look at the process to determine any issues. May include: Bottlenecks Duplication of effort Continuous circles that the student will never get out of

    11. Steps of Process Mapping Remap the process as your group believes it should be. This is the point that you will document improvements. Work the process to make sure the improvements work and if they create other problems. If so, continue the process until it is done.

    16. GCSU Office of Financial Aid Telephone Greeting Process Instructions Step 2 Senior Secretary answers telephone. Thank you for calling GCSU’s Financial Aid Office. This is (first name). How may I help you?” Step 3 Senior Secretary determines need. Ask appropriate questions. Listen for request to find solution to question.

    17. Have fun with creating procedures

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