Technology Management: Process Mapping

Business Process

• A business process is a series of steps performed by a group of stakeholders to achieve a concrete goal.
• Each step denotes a task assigned to a participant.
• The process must involve clearly defined inputs and outputs.
• Inputs consist of factors contributing to the added value of a service or product.

The Process Map

• Process map: A graphical technique documenting inputs, outputs, activities, and decision points for a specific business process.
  • Also known as cross-functional flowchart or swim lane diagram.
• “As is” process map:
  • Shows how the process is currently operating.
  • Useful for developing requirements for an ERP system.
• “To be” process map:
  • A visual representation of the redesigned process.
  • ERP vendors supply this.
• Role: The party responsible for an activity in the process; can be internal or external.

Benefits of Process Mapping

• Defining the “as is” business process and clarifying changes for the “to be” process; planning for ERP.
• Identifying responsible parties.
• Highlighting workflow inefficiencies, such as bottlenecks.
• Understanding where internal controls are or dictating where they should be.
• Orienting and training new employees or retraining.
• Serving as an integral part of the company’s policies and procedures documentation.

Gathering Information for the Process Map

• Self-generate method: Used when the preparer personally knows the process.
• One-on-one interview method: Each person involved is interviewed separately and sequentially.
• Group interview method: Everyone involved participates as a group.
  • Usually the most effective method.

Process Mapping Roles

• Process map facilitator: Promotes and focuses discussions, providing an unbiased, objective point of view.
• Process owner: Responsible for proper completion of process steps; has authority over the process, its interfaces, and changes.
• Subject matter expert: Knows the process intimately, providing knowledge and expertise.
• Process implementer: Executes recommendations and implements changes (new procedures, systems).
• Process evaluator: Tests the “to be” process and implementation change, helping determine new metrics for evaluation.

Components of a Process Map

• Process Title
• Roles and swim lanes
  • Role: A person, function, department, or computer system.
  • Swim lanes: Organize activities and decisions for a specific role (horizontal).
• Terminator
  • Beginning/end of process.
  • Should begin and end with interaction with process customer (not necessarily the actual customer).
• Activity
  • Task performed by a specific role (including a computer system).
• Decision:
  • A point where process flow changes based on a decision.
  • Two choices: Yes or No
• Information / Sequence Flow
  • A line connecting two activities OR an activity and a decision.
  • Indicates sequence/direction and usually implies the flow of information.
  • Sometimes, we label the information that is flowing.
• Document
  • Symbol indicates information flow is via a paper document.
  • A document is NOT an activity and should only be displayed associated with the information flow line.
• Parallel activities
  • Split: One activity/decision initiates two or more activities.
  • Join: An activity awaits completion of two or more activities.
• Off-page connector
  • Symbol indicates process continues on another page OR references another process.
• Stored data or database
  • For the system role, as an alternative to specifying what the system is doing, we can record what data is being captured using the ‘stored data’ or ‘database’ symbols.

How to Read Process Maps

• Horizontal maps start in the upper left, then proceed down and to the right.
• Start and end with an interaction with the customer for the process.

Tips for Drawing Professional Process Maps

• Ensure every area of the map contains approximately the same amount of detail.
• Take notes while mapping and create a glossary of acronyms.
• Ensure swim lanes retain the same role(s) throughout the map.
• Terminate the process in the swim lane where the process ends.
• Make similar shapes the same size.
• Try to collocate swim lanes with the greatest number of interactions.
• Avoid using names of individuals in process maps; roles remain more consistent.
• Minimize space between symbols and ensure uniform spacing.

Process Map Example: Purchasing

• The purchasing department handles requests for supply purchases from all departments.
• Employees forward purchase requisition documents to the purchasing department.
• Each request is reviewed by a purchasing clerk.
• If a request is < 1500, the purchasing clerk mails a purchase order to the vendor.
• If the request is > 1500, the purchasing clerk sends a ‘bid request document’ to multiple vendors, reviews bids received, and selects a vendor. Then, the purchasing clerk creates a purchase order and mails it to the vendor.
• Purchased items are received by warehouse staff and forwarded to the employee who ordered the supplies.