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Business process mapping is a simple and powerful tool that allows you to better understand your processes and effectively find ways to make processes more efficient and productive. This presentation covers the basic steps of process mapping and can be used as a primer to help you get started in improving your processes. Good Luck.
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A Primer For Mapping Processes
Quantum Associates, Inc
The Need for Process Improvement
“It is clear that there is no longer room for negotiation in this new age of increased aggressive competition. Running the race of better, faster, cheaper leaves little time for rework. Unlike any other business eras, companies now have less room to differentiate themselves based on product or service positioning; rather they are being forced to focus their attention on process improvement to showcase their reliability and focus on the customer.”
American Productivity and Quality Center
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What Is a Process?
• A group of activities which , together, achieve a specific goal.
• Inputs are transformed into outputs.
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Process Examples
• Order fulfillment process• Employee recruitment process• Sales operations planning• Strategic planning • New product development
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Process Maps
Visual Tools of a Process
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Process Maps
Maps allow us to:•Understand a process•Simplify the process based on that understanding•Implement or eliminate processes through a multi-step methodology •Redesign the process
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Process Maps
• Diagrams which show each step of the process
• Similar to flowcharts• Represent the logic necessary to achieve the
desired result
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Process Maps
Operations As A Process
OUTPUT
MaterialMachinesLaborManagementCapital
Goodsor
Services
INPUT Transformationprocess
Feedback
© 2000 by Prentice-Hall IncOperations Management
A Picture is Worth 1000 Words
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Process Maps
Attributes of Process Maps•Intuitive•Understood at every level of an organization•Sophisticated enough to model complex activities•Prevent ambiguity•Make effective use of time available to analyze a process•Identify process-related issues
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Process Maps
Key Terms•Alternative Path: One or more options are presented that create a path off the primary path.
•Decision Criteria: When incorporating alternative paths into a map, there must be a choice to be made between 2 or more options; the question being asked should be specific.
•Inspection Point: A pass/fail decision to test an output in process.
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Process Maps
Key Terms (cont’d)•Input: Materials, money, people, information, or other factors that are essential to the process
•Output: The end result -- the product or service that a customer receives
•Parallel Process: Another process that can be executed at the same time as the primary process
•Primary Process: The tasks that must be carried out in order to achieve a desired output from given inputs
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Process Maps
• The rectangle represents each task of step within the map
• The parallelogram represents inputs
• The oval represents the process boundary
• The diamond represents a decision ?
Process Mapping Symbols
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Process Maps
Step 1: Select a process
Step 2: Define the process
– Goals– Input– Output
How to Create a Process Map
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Process Maps
Step 3: Map The Primary Process
• Define the tasks that will be required to reach the desired output
• Incorporate appropriate symbols in your map
• Make sure to show parallel processes
How To Create a Process Map (cont’d)
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Process Maps
How To Create a Process Map (cont’d) Step 3: Map the primary process (cont’d)• Determine Inputs and outputs of each step• Determine the sequence of steps• Identify people, functions, or roles that perform each step
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Process Maps
Step 4: Map alternative processes
• Map points along the primary process where decisions are made
• Recognize one or more alternative paths
• Merge those paths back into the primary path
How To Create a Process Map (Cont’d)
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Process Maps
Step 5: Map Inspection Points
• Use these points to error-proof your map
• Useful to better satisfy customers and/or cut down on costs and time
• Points could lead into rework loops or do-over loops
How To Create a Process Map (Cont’d)
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Process Maps
Step 6: Use Your Map to Improve the Process• Eliminate non-value-added steps• Set standards for the process
– What will pass and what will fail
How To Create a Process Map (Cont’d)
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Process Maps
Cross Functional Process Mapping•Place a large (at least 3’ X 6’) piece of paper on a wall.•Draw one horizontal or vertical band for each function involved in the process.•Label the functions, starting with the customer (internal or external) at the top, and then the functions closest to the customer.
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Process Maps
Cross Functional Process Mapping•Use the group interview method and a skilled facilitator whenever possible•Select the right people to create the map
– Knowledgeable of the process– Interested in improving the process– Available and will stay for the duration
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Process Maps
Cross Functional Process Mapping•Establish ground rules at the start and post them on a flip chart•Use a room large enough that people can easily move around•Have plenty of paper to write on•Ask each group member to write on Post-it NotesTM the steps that make up their function’s portion of the process, and place the Post-it NotesTM on the map.
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Process Maps
Cross Functional Process Mapping•Re-sequence the Post-itsTM until the group is satisfied that the process is accurately mapped.•Add and label all inputs and outputs to complete the map.•Consider using a laptop or other computer to record information as you work
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Process Maps
Cross Functional Process Mapping•Keep the energy flowing•The facilitator should act as a catalyst to jump-start the group and help keep the group on track•Respect everyone’s contribution•Post the map so everyone can review it for correctness
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Process Maps
Cross Functional Process Mapping•There should be no improvements made to the map during the review period•After sufficient review reconvene the group to start the “Should Be” map and to resolve all the open issues
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Benefits of Process Maps
•Simplified processes •Higher efficiencies in employee tasks •Greater understanding of processes and procedures •Cost savings from elimination of redundant or unnecessary tasks •“Opportunities” are addressed and corrected faster •Better training programs
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Process Mapping Successes
• Manufacturer of paper loudspeaker cones reduced product development cycle time from 18 months to 6 months in first pass process mapping session.
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Process Mapping Successes
• A food products company achieved the following results over a 26 month period– Reduced sample order deliver cycle from 14 days to 3
days– Shortened production delivery cycle from 10 days to 6
days– On time shipments rate jumped from 56% to 91%
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High-level Process Maps
•Useful in beginning of the redesign process•Contain the essential parts of a process•Focus on performance goal•Helpful for generating innovative ideas
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High-level Process Maps
Input
OutputSub-process Sub-process
Sub-process Sub-process
Performance goal
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Summary
Process maps are:• Simple and effective ways of visualizing and
understanding a process• Valuable and unique quality improvement tools• Waste (lean) management tools• Everyone involved can take part in improving the
process
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