Business Process Mapping
Tutorial:
• VISIO example
• Stevedoring Industry
Six Sigma Simplicity
Safety Contact and Quick Introductions
• Who has a Safety Contact?
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Objective
•
•
•
•
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Learn standard format for Process Mapping
Document core processes
Communicate and share information
Determine what, where, and how
improvement can be made
Benefits
• Standardized Maps allow us to:
– Understand a process
– Simplify a process based on understanding
– Implement process re-design to:
• Enhance Safety
• Eliminate Waste
• Reduce Variation
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Mapping Promotes Processes Standardization
Safety:
Standard processes lead to safe behaviors and
hazard free conditions for predictable outcomes
Quality:
Standard processes produce predictable
results and predictable cycle times
Speed:
‘Synchronized Flow/Production’ requires reliable
lead times based on predictable cycle times
Cost
Reduction:
Standardized processes are the foundation of
Process Excellence/Continuous Improvement
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Standardized Enterprise-wide Categories
• Common language to describe organization process groups
Category
1.0 Develop Vision & Strategy
2.0 Develop & Manage Products & Services
3.0 Market & Sell Products & Services
4.0 Deliver Products & Services (Cargo)
5.0 Manage Customer Service
Management
Operating
Processes
6.0 Develop & Manage Human Capital
7.0 Manage Information Technology
8.0 Manage Financial Resources
9.0 Acquire, Construct & Manage Assets
Support
Services
10.0 Manage Enterprise Risk, Compliance, Remediation & Resiliency
11.0 Manage External Relationships
12.0 Develop & Manage Business Capabilities
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Selecting a Process to Map
Where does the (process/ activity/task) map fit within the
company?
Follow these steps:
• Review and determine the best category for your process
• Determine most appropriate process grouping
• Pick a process (activity description) to document that is
closest to the immediate work content at hand
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Thoughts on Mapping the Process
• A process is a number of steps completed in
order to achieve an objective
• Observe and map the actual process
– Talk to the people involved & get the facts
– Reality is invariably different from perception; few
processes work the way we think they do
• Process map what is, not what you would like
the process to be
Defining a Process
• A Process:
– has start and stop points
– is an interrelated activities that convert inputs into
results (outputs)
– consumes resources
– requires standards for repeatable performance
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Creating a Map
• Define specific tasks that will be required to reach
desired output
• Determine inputs and outputs of each step
• Using standard process symbols, determine
sequence of the steps
• Identify people, function, or roles for each step
• Map points along primary process where
decisions are made
• Recognize one or more alternate paths and
merge paths back after decision
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Common Mapping Symbols
• Start & Stop: Shows start or end of process
Start
• Line with Arrow: Denotes direction of flow
• Activity: Shows tasks or activities performed
• Decision: Shows a decision point
• Connector: Process continued on same page
(designated with a letter or number)
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Process
Step
?
Common Mapping Symbols continued
• Off page Connector: Links to another page
• Predefined Process: Completed elsewhere
• Document: Step deals with a document
• Database: Data storage location
• Call-out: Add additional information
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Hyperlink
Reviewing Process Mapping Grammar
• Verb: action taken
• Subject: person, thing
that performs action
• Object: thing (or person)
that receives the action
Start
Flow Line
Decision
?
Process
Step
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lifts, locks, moves
crane driver, gear man,
superintendent
container, stow plan,
twist lock
Process
Step
Stop
Benefits of the Swim Lane Format
• Helps visualize operation sequence and flow of information
• Maps the actions required to complete the task
• Identifies hand-offs between functions
• Assists in making work visible by highlighting:
• Decisions
• Event sequences
• Wait times or delays
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Customer
Map (Swim Lane Example)
Cashier
Customer
Hungry
Calls for
Order
Customer
Eats
Cook
Take
Order
Deliverer
Make
Pizza
Cook
Pizza
Pizza
Correct
Box
Pizza
Deliver
Pizza
• The value of the Swim Lane technique is that is shows you who
or which department is responsible for the steps in a process
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Creating a Map
• Assemble those familiar with the process.
• Have one individual question and challenge the
group to think through the rationale to document
the way things are (current state).
• Identify someone who is neutral to the process
and will facilitate discussion (as opposed to
participating in the discussion).
• Get agreement that the process map is correct
from people working the process. (Functions,
Sequencing, Decision points, etc)
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Creating a Map
• Think about the five to six high-level steps that
occur within each individual's process 80 percent
of the time or more.
• Each member focuses on his or her own work
process and swim lane.
• Use basic flow charting symbols to outline the
process steps. Beginning and end steps are ovals,
process steps are written inside squares, and
decisions are written inside the diamond shape.
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Creating a Map
• Connect each activity with an arrow, even if
they cross swim lanes.
• Ask each person to discuss the sub-processes
that occur in each step.
• Analyze the Swim Lane Diagram once it is
completed to assure that the process steps are
connected and flow from start to end.
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Map (Stevedoring Example)
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Mapping Tips
• Use group interview method and a facilitator whenever
possible
• Select a few key people to help create the map
– Knowledgeable of the process
– Interested in improving the process
– Available for the duration of the documentation effort
•
•
•
•
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Establish ground rules at the start and post them
Use room large enough for people to move around
Have paper and post-it notes to write on
Ask each person for their input into the process
Mapping Tips
• Re-sequence steps until group is satisfied that
the process is adequately mapped
• Keep energy flowing
• Facilitator should act as a catalyst to jump
start the group and help keep the group on
track
• Respect everyone’s contribution
• Display map or route a copy around so
everyone can review it for correctness
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Create Maps Using Visio Software
• A common (universal) package which features:
– quicker access to other MS products/ tools
– updated shapes and stencils
– improved and expanded themes and effects make
it easier to create professional diagrams
• Electronic Maps can be stored and accessed in
common shared location.
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Visio Tutorial – Creating this Map Step-by-Step
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A Visio Tutorial…
• From the File menu, click on New > Cross-Functional Flowchart.
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A Visio Tutorial…
• Highlight US Units (click radio button).
• Double click on “Create” icon.
• Visio will automatically create a drawing window (blank).
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A Visio Tutorial…
Ribbon
• Key Terms
Shapes
Pane
Drawing Window
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A Visio Tutorial…
• Drawing window is now ready to populate and label
Determine “Title”
(Name of the
process to be
documented)
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A Visio Tutorial…
Double click
on the field
and type
name of
process
“Container
Import Out
From Yard”
here
NOTE: Map progression builds with this step-by-step example
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A Visio Tutorial…
• Continue to label Map
Determine “Phase”
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A Visio Tutorial…
Double click
on the field
and type
“Phase 1
Overview”
here
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A Visio Tutorial…
• Continue to label Map
Determine
“Functions”
(Title each
swim lane.
They may or
may not be
the same as
the subject.)
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A Visio Tutorial…
Double click and
label each swim
lane “Vessel”,
“Trucking Co.”
here
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A Visio Tutorial…
• Insert additional swim lanes by drop and dragging swim lane icon from the
Shapes Pane to the Drawing Window.
(Previous Sample Map)
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A Visio Tutorial…
Drop and drag additional swim lanes and continue to
label them
“Yard”
“Gate”
here
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A Visio Tutorial…
• Pre-determine the start and end points with team in prior meeting
Identify “Start”
(Oval shape)
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A Visio Tutorial…
Click here
on ribbon to
lighten
background
Drop and
drag oval
shape here
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A Visio Tutorial…
• Add text to shapes and connectors by selecting it and then typing. Once
you’re finished adding text, simply click on a blank area of the page to go
back to editing.
Start
With lighten
background,
double click icon
to begin typing.
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(Previous Sample Map)
A Visio Tutorial…
Double click and type
“Start”
here
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A Visio Tutorial…
When complete, click on blank
area(oval icon re-appears)
Determine next step,
drop and drag another icon over …
(i.e. - Rectangle)
Double click on rectangle icon
and type
“Vessel discharges container ”
here
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A Visio Tutorial…
When complete, click on blank
area(rectangle icon re-appears)
Determine next step,
drop and drag another icon over …
(i.e. - Rectangle)
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A Visio Tutorial…
Double click on icon and type
“Trucker arrives for container ”
here
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A Visio Tutorial…
•
Continue dragging the appropriate icon in the swim lane and with each process step use the object, verb,
subject formatting methodology
– i.e. “Order placed by Customer”
(Previous Sample Map)
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A Visio Tutorial…
Continue to drop and drag
icons in the swim lanes and
type text within each icon…
Diamond shapes represent a
decision and are worded in
question format…
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A Visio Tutorial…
• Connect the different flowchart shapes together using the Connector
tool from the Ribbon.
(Previous Sample Map)
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A Visio Tutorial…
Drop and drag connecter
linkage from one icon to
another
here
Click on Connector
in ribbon
to activate
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A Visio Tutorial…
Continue to connect
(link) each of the
remaining icons
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A Visio Tutorial…
• Additional information can be added to the map by utilizing a
‘callout’ icon from the Shapes pane and typing the text
or clicking on a connector line and inserting the ‘text’ there
“call out”
“text”
(Previous Sample Map)
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A Visio Tutorial…
Click on line to
activate text box
Here
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Type text “Wheeled”
Here
A Visio Tutorial…
Click on line to
activate text box
Here
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Type text “Decked”
Here
A Visio Tutorial…
• Completed Map
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A Visio Tutorial…
• Save file in appropriate location. (“Save as” …)
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Visio Exercise
• In pairs, create a Process Map using Visio
Scenario:
Customer starts out by deciding on a product and placing an order.
This initiates the pick sheet being printed out at the warehouse and
a check of “stock status”.
If the stock is unavailable, system automatically generates an ‘out of
stock’ notice and new available delivery date to the Customer.
If product is available, the Customer’s Credit Card is charged by
Accounting and simultaneously Oracle (system) updates the
Inventory at which time the order is e-mailed to the warehouse to
pick (Fulfillment department).
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Visio Exercise
Map should include:
• Name of Process
• Start and Stop points
• Subjects
• Lanes
• Steps (System and Process)
• Text (Call-outs/Notations)
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Visio Exercise – Completed Map (Sample)
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Map Hierarchy Review
Follow these Steps:
• Review and determine the best category for your process
• Determine most appropriate process grouping
• Pick a process (activity description) to document that is
closest to the immediate work content at hand
Let’s walk through an example …
(H.R. process – “testing candidates”)
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Develop & Manage Human Capital
Develop & Manage Human Resources Planning, Policies & Strategies
(6.0)
(6.1)
Recruit, Source
& Select
Employees
Develop &
Counsel
Employees
Retain &
Reward
Employees
Redeploy &
Retire
Employees
(6.2)
(6.3)
(6.5)
(6.6)
Manage Employee Relations
(6.4)
Support Processes
Manage Employee Information & Analytics (6.7)
Manage Employee Communication (6.8)
Develop & Manage Human Capital
Develop & Manage Human Resources Planning, Policies & Strategies
(6.0)
(6.1)
Recruit, Source
& Select
Employees
Develop &
Counsel
Employees
Retain &
Reward
Employees
Redeploy &
Retire
Employees
(6.2)
(6.3)
(6.5)
(6.6)
Manage Employee Relations
(6.4)
Support Processes
Manage Employee Information & Analytics (6.7)
Manage Employee Communication (6.8)
Recruit, Source & Select Employees
Manage
Employee
Requisitions
Recruit /
Source
Candidates
(6.2.1)
(6.2.2)
(6.2)
Screen & Select
Candidates
Manage New
Hire / Re-Hire
(6.2.3)
(6.2.4)
Support Processes
Manage Applicant Information
(6.2.5)
Screen & Select Candidates
Recruit /
Source
Candidates
(6.2.2)
(6.2.3)
Identify &
Deploy
Candidate
Selection Tools
(6.2.3.1)
Test
Candidates
Select & Reject
Candidates
(6.2.3.3)
(6.2.3.4)
Obtain
Candidate
Background
Information
(6.2.3.5)
Interview
Candidates
(6.2.3.2)
Manage
New Hire /
Re-Hire
(6.2.4)
Test Candidates (6.2.3.3)
Get availability
from agency
Identify &
Deploy
Candidate
Selection Tools
(6.2.3.1)
Email PI/PLI to
Hiring Manager
Candidate
Hiring Mgr wants
to do a phone
screen?
N
File PI/PLI results
Email PI/PLI to
qualified candidate
Schedule 30 min
phone interview on
Hiring Manger’s
calendar
Complete phone
interview
Hiring Manager
Recruiter
Agency
Test Candidates (6.2.3.3)
Y
Qualified?
N
Select and
reject
candidates
(6.2.3.4)
Candidate
completes PI/PLI
Test results
automatically
emailed to Recruiter
Y
Request interview
from Recruiter
Interview
candidates
(6.2.3.2)
Benefits
• A visual tool and a common language across
the enterprise
• Greater understanding of processes and
procedures
• Ease of new employee orientation
• Opportunities for improvement are highlighted
• Simplified processes lead to operating
efficiencies
Process Maps
• Any questions?
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