Process Mapping

Transcription

Process Mapping
Process Mapping
Definition of Process Mapping
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Process mapping is a method to graphically
describe the steps that make up a process.
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It consists of a set of tools that enable us to
systematically document, analyze, improve,
and redesign a process.
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It is the first tep of process management.
Benefits of Process Mapping
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Ability to visually understand and document
a process
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Ability to take a holistic view of process
objectives
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Develop true “buy-in” from employees
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Develop a sense of pride among employees
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Create customer-focused processes
Sequence of Process Mapping –
An Example
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A major process – make breakfast
• Cook ingredients
•Cook eggs
•Pour mixture
•Prepare mixture
Identification of Major
Processes – An Example
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Customer order processing
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Generation of a work order
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Purchasing of materials from suppliers
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Generation of detailed production
schedules
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Actual production and assembly
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Pack and ship
Identification of Sub-Processes
– Customer Order Processing
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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
Identification of Major Processes
– Mental Health Service
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Referral
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Assessment
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Care planning
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Care delivery
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Discharge
Major Steps of Process Mapping
(J. Mike Jacka and Paulette J. Keller)
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Process Identification
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Information gathering
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Interviewing and map generation
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Map Analysis
Process Identification
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Identification of “trigger events,” i.e.,
actions from customers that cause the
start of a process
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Name the process for each of the
trigger events generated by the
customers
Examples of Trigger Events

Prospective customers contact company
about the product
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Customers place orders
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Customers receive orders
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Customers pay bills
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Customers request for service
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Customers stop payments
Information Gathering
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Description of a process
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Identification of process owners
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Discussion with process owners
• Business and process objectives
• Business and process risks
• Key controls
• Measures of success
Interviewing and
Map Generation
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Secure buy-in
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Select the right people for interviews
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Set up the interviews – setting, time, etc.
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Active listening and recording
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Use “drill-down” approach (unit, task and
action levels)
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Review and revise
Map Generation – An Example
(Request for Payment)
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Unit Level (process request, prepare
check, deliver check)
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Task Level (complete request, verify
request, approve request, send request)
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Action Level (information needed for the
request, approval authority, method to
send request)
Defining a Process (S-I-P-O-C)
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Suppliers
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Inputs
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Process
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Outputs
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Customers
Map Analysis –
Elimination of Waste
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Delays
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Duplication
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Approvals
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Hand-offs
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Errors
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Uncertainties
Potential Pitfalls of
Process Mapping
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Mapping without a clear purpose
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Lost in the details
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Failure to finalize mapping
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Not verifying the facts
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Hidden bias or agenda
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Not focusing on customers’ needs

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