Process Maps
Mira Sykorova
OperMngt 345
Boise State University
Process Maps:
Training Session
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What is a process?
Why use process maps?
Attributes of process maps
Process mapping symbols
How to create process maps?
A real world example
Types of process maps
Summary
References
What Is a Process?
• A group of activities
which , together,
achieve a specific
goal.
• The essence of
operation
management: inputs
are transformed into
outputs.
Process Examples
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Sales order processing
Demand forecasting
Sales operations planning
Bought-ledger invoice processing
New product development
Process Maps:
Visual Tools of a Process
Process Maps Allow To:
• Understand a process
• Simplify the process based on that
understanding
• Implement or eliminate processes
through a multi-step methodology
• Redesign the process
Process Maps Cont’d
• Diagrams which show
each step of the
process
• Similar to flowcharts
• Represent the logic
necessary to achieve
the desired result
Why Use Process Maps?
“ Everything from globalization to
collaborative relationships demands maps
that are clear and can be read by all the
partners in the process. Process models
are those maps. We use them to navigate
our way through complex business
practices of today.”
Chris Cummins
Vice President, Process Development Group
Uniform Code Council, Inc.
Process Maps: A Picture Is Worth
1000 Words
Operations As A Process
INPUT
Material
Machines
Labor
Management
Capital
© 2000 by Prentice-Hall Inc
Russell/Taylor Oper Mgt 3/e
Transformation
process
Feedback
OUTPUT
Goods
or
Services
Attributes of Process Maps
• Intuitive
• Understood at every level of an
organization
• Sophisticated enough to model complex
activities
• Prevent ambiguity
• Make effective use of time available to
analyze a process
• Identify process-related issues
Terms to Know Before We Start
Mapping
• Alternative Path: One or more options are
presented that create a path off the
primary path.
• Decision Criteria: When incorporating
alternative paths into a map, there must be
a choice to be made between 2 or more
options; the question being asked should
be specific.
• Inspection Point: A pass/fail decision to
test an output in process.
Key Terms (Cont’d)
• Input: Materials, money, people,
information, or other factors that are
essential to the process
• Output: The end result -- the product or
service that a customer receives
• Parallel Process: Another process that can
be executed at the same time as the
primary process
• Primary Process: The tasks must be
carried out in order to achieve a desired
output from given inputs
Process Mapping
Symbols
• The rectangle represents
each task of step within
the map
• The parallelogram
represents inputs
• The oval represents the
process boundary
• The diamond represents a
decision
?
How to Create a Process
Map?
1. Select a
process
2. Define the
process
– Goals
– Input
– Output
3. Map the Primary Process
• Define the tasks that
will be required to
reach the desired
output
• Incorporate
appropriate symbols in
your map
• Make sure to show
parallel processes
4. Map Alternative Processes
• Map points along
the primary
process where
decision are made
• Recognize one or
more alternative
paths
• Merge those paths
back into the
primary path
5. Map Inspection Points
• Use these points to
error-proof your map
• Useful to better satisfy
customers and/or cut
down on costs and
time
• Points could lead into
rework loops or doover loops
6. Use Your Map to Improve
the Process
• Eliminate non-value-added steps
• Set standards for the process
– What will pass and what will fail
Real World Example:
Mapping the Student Course
Registration Process
• Define the process
– Output: schedule
– The goal of the student: obtain classes
needed to graduate
– Inputs: the course catalog, an advisor, a
computer, and professors
• Map the primary process
– Tasks of the registration process in
logical order
Student Course Registration
Process (Cont’d)
• Map alternative paths
– 3 points in the map where alternative
paths are necessary
• Has registration started? YES/NO
• Are the classes still available YES/NO
• If not, can the student get an override?
YES/NO
– Diamonds are the appropriate symbols
– Alternative paths merge back to the
primary process
Registration Process Map
(Simplified)
Receive course
catalog
NO
Choose classes
YES
Can I get signed in?
Find out
registration period
YES
NO
Can I register?
Register later
YES
Register via
Internet
Are my classes
closed?
NO
Receive
schedule
Benefits of Process Maps
• Simplified processes
• Higher efficiencies in employee tasks
• Greater understanding of processes and
procedures
• Cost savings from elimination of redundant
or unnecessary tasks
• “Opportunities” are addressed and
corrected faster
• Better training programs
Maps Used in the
Reengineering Process
Customer
requirements
data
Strategic
directive
Benchmark
data
Goals & specifications
for process performance
Baseline
analysis
Design
principles
High-level
process map
Innovative
ideas
Key
performance
measures
Detailed
process map
Model
validation
Pilot study of
new design
© 2000 by Prentice-Hall Inc
Russell/Taylor Oper Mgt 3/e
Full-scale implementation
1. High-level Process Maps
• Useful in beginning of the
redesign process
• Contain the essential parts of a
process
• Focus on performance goal
• Helpful for generating
innovative ideas
High-level Process Maps
Cont’d
Subprocess
Subprocess
Input
Subprocess
© 2000 by Prentice-Hall Inc
Russell/Taylor Oper Mgt 3/e
Subprocess
Output
Performance
goal
2. Detailed Process Maps
• Prepared for each subprocess
in the high-level map
• Guide decisions on allocation of
resources
• Determine and set in place key
performance measures
Summary
Process maps are:
• Simple and effective ways of
visualizing and understanding of a
process
• Valuable and unique quality
improvement tools
• Waste management tools
• Everyone involved can take part in
improving the process
References
Internet
1.
2.
3.
4.
Berry college; Campbell school of business
http://campbell.berry.edu/faculty/jgrout/bus453/
Gallowaymapping/p3_basicp.htm
Chris Cumming , process development group,
uniform code council, inc.
www.magazine.org/retail/downloads/Process_M
apping.ppt
Integrated process solutions limited, 1999
http://www.ips-uk.com/ProcessMapping.htm
Energy consulting group, Georgia, 2000
http://www.ecg-llc.com/process46.html
References Cont’d
5. RCG university: business process reengineering
http://rockfordconsulting.com/bpr.htm
6. Jack Mulhern, Penn state university, 2002
http://www.freequality.org/beta%20freequal/fq%20
web%20site/training/FlowchartsJackMulhern[1].pp
t
Books
1.
2.
Galloway, Dianne. Mapping work processes.
Milwaukee: ASQ quality press, 1994
Russell/Taylor. Operation management 3/e.
Prentice-hall, 2000