PROCESS MAPPING
As a Management and Auditing
Tool
Osmo Wiio’s laws
1.
If communication can fail, it will.
Managing Quality
Quality comes from
Knowing what is required
Doing what is required
Caring about what you do
Quality depends on excellent
communication of requirements
Auditing Quality
Audit
Evaluating audit evidence
objectively against
requirements
Audit depends on complete
understanding of requirements
What is a Quality Document?
1. A document within the quality system
which is checked, authorised and
controlled
2. A document which is read, understood
and followed
What is a Quality Document?
1. A document which is read, understood
and followed
2. A document within the quality system
which is checked, authorised and
controlled
TOP
MANAGEMENT
MANAGER
MANAGER
MANAGER
MANAGER
DEPARTMENT
DEPARTMENT
DEPARTMENT
DEPARTMENT
TOP
MANAGEMENT
MANAGER
MANAGER
MANAGER
MANAGER
SOPs
DEPARTMENT
DEPARTMENT
SOPs
SOPs
SOPs
DEPARTMENT
SOPsSOPs
SOPs
DEPARTMENT
SOPs
SOPs
SOPs
SOPs
SOPs
Osmo Wiio’s laws
2.
The more communication there is, the
more difficult it is for communication to
proceed.
TOP
MANAGEMENT
MANAGER
MANAGER
MANAGER
MANAGER
SOPs
DEPARTMEN
SOPs
T
SOPs
DEPARTMEN
SOPs
SOPs
SOPs T
DEPARTMEN
SOPsSOPs
SOPs T
DEPARTMEN
SOPs
T
SOPs
SOPs
WORK FLOW
Osmo Wiio’s laws
3.
There is always someone who knows
better than you what you meant by your
message.
The Deming Cycle
PLAN
Establish
Processes/Procedures
Process
Mapped by
Process Owner
ACT
Refine
Processes/ Procedures
Process Mapped
by Auditor
CHECK
Quality Control and Audit
Processes/Procedures
DO
Communicate
Processes/Procedures
DO
Perform
Processes/Procedures
The Flow Chart
The WIPO
Who
INPUT
Process
OUTPUT
Process
OUTPUT
The WIPO
Monitor
CRO
Sponsor
Who
INPUT
The Handshake
INPUT
Process
OUTPUT
CRO
Sponsor
Who
Monitor
Handshake
The Handshake
INPUT
Sponsor
Who
Monitor
CRO
Handshake
Process
OUT
Key Characteristics
INPUT
Process
Sponsor
Who
OUTPUT
KC
CRO
Date
01-Jan-08
1
01-Feb-08
2
01-Mar-08
5
01-Apr-08
7
01-May-08
4
01-Jun-08
3
01-Jul-08
1
01-Aug-08
9
01-Sep-08
7
01-Oct-08
3
01-Nov-08
5
01-Dec-08
2
Monitor
KC
KC
Key Characteristics
INPUT
Process
Monitor
CRO
Sponsor
Who
OUTPUT
KC
KC
KC
Layering to address detail
INPUT
Process
Sponsor
Who
OUTPUT
CRO
KC
KC
Monitor
KC
DRILL DOWN
Layer 1
Layering to address detail
INPUT
Process
Monitor
CRO
Sponsor
Who
Layer 2
OUTPUT
Summary
Top Management appoint Process
Owners
Process Owners
visualise processes as process maps
communicate the processes to those who
undertake them
ask auditors to evaluate the processes
Auditors
evaluate the processes against the process
maps
Acknowledgement
Stephen Nicholas
is Course Principal on BARQA’s Process
Mapping Course
He taught me almost all I know about
process mapping.