This document provides an overview of process mapping and guidelines for creating process maps. It discusses what a process map is, why an organization might map its processes, and tips for getting started. It also includes four case studies that illustrate how process mapping can be used to clarify complex processes, visualize changes to business processes, and expose areas for improvement. The case studies demonstrate how process mapping creates a common understanding and defines responsibilities for various processes.
1. PROCESS MAPPING:
A GUIDE TO
FINDING YOUR WAY THROUGH THE MAZE
DATE
NOVEMBER 2, 2012 – WCET PRESENTED BY
KAREN PEDERSEN, TERRI HAYES, & MARC LOR
2. Some
Decisions
Are Difficult
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4. Session Overview
What is a process map?
Why does NAU map processes?
Case studies
Getting Started
Tips
?
5. We Can Map Any
Process
A process map is a visual representation
describing a process’ flow of activities
from beginning to end.
Often the hardest task in process mapping
is getting everyone to agree what the
process looks like.
6. Why Does NAU Make Maps?
Improve communication and Define process ownership
common understanding
Expose complexity
Define boundaries
Reveal disconnects
Expose redundancies
8. Case Study #1: Class Fees
Objective:
Illustrate new business process or changes to business process
Outcome:
Clear understanding of process and ability to discuss implementation
without confusion
9. COURSE FEE CHART (Process, Before and After)
ILLUSTRATING A CHANGE TO BUSINESS PROCESSES REGARDING COURSE FEES
10. Case Study #2: Transcript Process
Objective:
Clarify ownership and outcomes of specific business processes
Outcome:
Clarity about ownership reflected on the map (each “swim lane”
represents one team); teams are able to work on specific functions
12. Case Study #3: Connect Flowchart
Objective:
Bring shared understanding about a complex topic.
Outcome:
Clarity among internal stakeholders to manage and communicate
expectations
14. Case Study #4: Network Venn
Objective:
Visualize a complex set of data for easy reference and communication
‣ Members of TV Services met with the tech team to instruct one
another on the finer details of a complex network
‣ A smaller group met to map out which machines were contained on
which networks, including the complex ways the networks overlap.
Outcome:
Members of both teams can gather useful information at a glance, and
communicate clearly with each other.
15. TV SERVICES TRUCK NETWORK VENN DIAGRAM
VISUALLY REPRESENTING WHICH MACHINES EXIST ON WHICH NETWORKS, AND HOW THEY OVERLAP
16. Getting Started
High touch… Low tech Software Tool Examples:
No fancy tools required. You can ‣ Microsoft Word
map a process on the back of a
napkin or on a whiteboard. ‣ Microsoft Visio
Process maps don’t need to ‣ OmniGraffle Pro (for Mac)
beautiful – they just need to be
‣ Creately.com
clear.
17. Tips for Process Mapping
Start simple
Label your chart
When possible, include multiple perspectives in the same room
Begin with broad categories; allow participants to fill in the gaps as you
progress