Outline – Process Mapping

Suggested Length: Two Days

Mapping Your Agency’s Key Processes

Overview of Process Mapping

  • What is a process map and why use it?
  • How a process map can streamline processes and remove non-value added steps
  • Use maps in continuous process and continuous quality improvement programs
  • Using a process map as a blueprint for implementing a new or improved process

Step to creating a process map

  • Keeping the customer’s perspective foremost in your mind
  • Describing the current state of the process
  • Determining the boundaries of the process
  • Selecting the process start and end points
  • Identifying the number of handoffs in the process
  • Creating swim lanes (rows) for each process role
  • Deciding on an “As Is”  or “To Be” strategy for the process map
  • Converting key process steps, actions, and decision points into a process map
  • Highlighting all the process queues – places where work can pile up
  • Locating all the checking/reviewing/inspecting procedures
  • Indicating where all the process forks occur
  • How to calculate the total amount of process steps, time, and cost

How process mapping is used to add value 

  • Questions to consider when designing your To Be process
  • Determining the amount of non-value added work in your process
  • Identifying operational value-added work
  • Process steps required by reason of law, contracts, regulations or employee development
  • Emphasizing customer-recognized value added steps
  • Isolating steps involving rework (poor quality, rejects, returns)
  • Examining the need for approvals, redundancy, bureaucracy and other non-productive time or work

Strategies for Reducing Waste

  • Reducing the number of process steps
  • Eliminating steps for correction of work
  • Decreasing the idle work in-progress or finished inventory
  • Reducing wait time and search time
  • Rearranging steps for efficiency
  • Combining steps (reducing total handoffs)
  • Standardizing work methods
  • Smooth out timing for continuous flow of work to the next step)

Putting your process mapping team together

  • The value of using a cross-functional team to create your process map
  • Asking the key questions needed to understand the process
  • Key roles (individuals, departments) involved in the process
  • Options for creating the map: using Post-it Notes, whiteboards, PowerPoint, project software, etc.

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