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Business process improvement
- 5. It is important to establish early on whether you want to draw or model the process. It is almost
impossible to adequately collect and evaluate the level of information described above if you do not
use process‐modelling software. If you use software that only captures the process as a flow
sequence, such as Ms Visio, and different software applications such as Ms Word and Excel to
capture the additional detail, then you are drawing. In this case you will not be able to complete the
analysis described below.
Modelling software allows you to capture the details of the process in the third dimension. That is,
you can capture all supporting information in the application at the time of mapping the process.
The concept is: write once, use many. There are a range of applications on the market that support
this type of process modelling.
To start the workshop, ask the participants to confirm the data collected in the process definition
worksheet. Then ask one of the participants to talk you through the process. It is best to have a high‐
level schema of the process in your head before you start.
Using standard interview techniques, capture the flow sequence on screen in front of everyone. Pay
special attention to the words the participants use. Take time to explore inconsistencies or the
subtle differences between branches in the flow.
Once you have documented the process, go back through it and capture the required details for
each activity. The most important data are the work time for each step, the percentage splits for
each decision, and the role costs. With these three data points you can complete the primary
process analysis. An additional data point to collect for each activity is the underlying technology and
whether it is manual, batch manual or integrated processing.