What’s our Starting Point?:
An introduction to process
mapping and reviews
Student Centre Conference, Sydney,
30th of April 2010
Presenter: Grisel Carreira
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
1
“Evidence suggests that business
process management is delivering
costs benefits while reducing
errors, increasing value and
enabling differentiations”
Gartner
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
2
Presentation outline

Introductory program:
15
min
The Hows and Whys of process
mapping

Advanced program:
How the Tango’s 8 Steps can
improve your business process

Questions?
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
15 min
5 min
3
The Hows and Whys
of process mapping
An introduction to process
mapping
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
4
What is covered ?
Morning session - Theory



Processes overview & methodologies
for representation & documentation
Exercise
Overview on process analysis and improvement
Afternoon session - Practice



Visio Overview
Process diagram + exercise
Schedule diagram + exercise
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
5
Processes overview &
methodologies for
representation & documentation
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
6
Why is process mapping
important?
Fits with the way the University sector is
heading (Plan, Do, Review and Improve)
 Visual representation
 Documentation
 Adaptable to everything

Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
7
What is process mapping used for?
Process
reengineering
 Regulatory
compliance
 Activity analysis
 Simulation
 Role clarity (SLA)

Friday 30 April 2010
Systems architecture
definition
 Projects

Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
8
Process Definition
“ A business process is a collection of
related, structured activities or tasks that
produce a specific service or product
(serve a particular goal) for a particular
customer or customers.”
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
9
Process mapping / diagrams
Basic characteristics:
High, medium and low
Strategy
level of detail
------Policy------ Framework where
--------Guidelines--------process lives
-------------Operations------------- Process owner
Processes
 Process stakeholders
 Shows person responsible for the task

Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
10
Other process related diagrams
 Use
Case
 Activity
 Schedule
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
11
Methodology - Standards for
process representation
Diagrams:
 Unified Modeling Language (UML)
 Business Process Modeling Notation (BPMN)
Documentation:
 Join Information System Committee (JISC)
http://www.jiscinfonet.ac.uk/InfoKits/processreview/printable-version.pdf
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
12
Process diagrams
http://xkcd.com/518/
Friday 30 April 2010
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Grisel Carreira - grisel.carreira@gmail.com
13
Process diagrams for real
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
14
Process documentation and review
sheet
Process
Person 1
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
15
Overview of analysis
& improvement
Friday 30 April 2010
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Grisel Carreira - grisel.carreira@gmail.com
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Business process
reengineering
BPR
“An approach aiming at
improvements by means of
elevating effectiveness and
efficiency of the business process
that exist within and across
organisations.”
Business process
improvement
BPI
“Is a systematic approach to
help any organisation
optimise its underlying
process to achieve more
efficient results.”
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
17
Two approaches
1.Throw everything
away and start again
2. Break it down in small
parts and improve them
Process
Reengineering
Process
Improvement
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
18
Consider process requirements






Quality
Speed
People
Technology
Money
Compliance
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
19
Visio overview for
processes and
schedule diagrams
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
20
Flowcharts shapes
Cross Functional
Flowchart
Basic
Flowchart
Schedule diagrams
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
Timeline
21
Microsoft Visio tricks
Format and manipulate
shapes and lines
 Align diagram
 Group and ungroup shapes
 Make diagrams look
professional
 Etc, etc.

Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
22
How the Tango 8
Steps Can Improve
Your Business Processes
Advanced course on process
analysis and review
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
23
Morning session
Steps 1 to 5
Steps 1 to 3 : Salida (Exit)
1) The Whys of the review
(Palms together / Start)
2) The What, Hows and Whos
of the review (Walk /Focus)
3) Setting up the review (Drift /
Set)
+2
exercises
Steps 4 and 5: Diagonal
4) Define ‘as is’ process (Walk
to the Cross / Map)
5) Analyse dysfunctions
(Close / Analyse)
Friday 30 April 2010
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Grisel Carreira - grisel.carreira@gmail.com
24
Afternoon Session
Steps 6 to 8
Resolucion (Completion)
6) Define ‘to be’ process
(Forward / Design)
7) Implement
(Basic Cross/ Implement )
8) Continuous improvement
(Close the loop / Review)
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
+2
exercises
25
Steps 1 to 4
Process mapping repetition
 Specific reviews considerations
 New techniques for:

 Setting
up the review and
framework
 Defining purpose, objectives
 Stakeholders analysis
 Use case, activity and relationship diagrams
Friday 30 April 2010
Grisel Carreira grisel.carreira@gmail.com
26
Some problems reported






No customer focused
approach
No clarity around the
outcome
No understanding of
current process
Lack of communication
Changes based on
existing tasks/ practice
Misuse of resources
Friday 30 April 2010


Lack of guidelines
Lack of delegation/
trust , etc.
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
27
Step 5: Analyse process
problems
 Process
dysfunctions list
 Cause, symptoms,
frequency
Decision
T?
Yes
3
Input
 How
to analyse and
represent dysfunctions
Actor A + verb +
something
Output
Actor B + verb +
something
Notes ...
3 – Explain what dysfunction, why it happens, when,
how often
Friday 30 April 2010
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Grisel Carreira - grisel.carreira@gmail.com
28
Step 6: Designing the ‘to be’
process

Process design principles
(BPI, BPR, BPM, 6 Sigma)

Techniques used for fishing
design ideas

Representing changed process
Friday 30 April 2010
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Grisel Carreira - grisel.carreira@gmail.com
29
Step 7: Implementing
process changes

Assess implementation

Some basics required
before starting

Techniques for a
successful implementation
Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
30
Step 8: Continuous process
improvement
Measures and responsibilities
(KPI, lead and lag indicators, etc.)
 Reporting, cycles and trends
 How to stay tuned with changes
and new ideas

Friday 30 April 2010
Not to be reproduced without the written consent of
Grisel Carreira - grisel.carreira@gmail.com
31
Upcoming ATEM workshops

The Hows and Whys of
process mapping

How the Tango’s 8 Steps
can improve your business
process

15 June
9 July
www.atem.org.au
Friday 30 April 2010
Grisel Carreira grisel.carreira@gmail.com
32
The End
Friday 30 April 2010
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Grisel Carreira - grisel.carreira@gmail.com
33
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Friday 30 April 2010
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Questions?
Friday 30 April 2010
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35