1 / 16

Process Mapping

Process Mapping. 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.

tyrone
Télécharger la présentation

Process Mapping

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  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

More Related