Identify Core Processes
Last time, we followed the money trail and identified
your business’ core processes. We discussed where to best start a change in one of
those core processes. And we introduced the technique of producing a process map. So this
week, let’s take a further look at how to create a process map – and see how it
creates knowledge to benefit you and your organization.
Use Process Map as Communication Tool
A process map is a flow diagram of the primary processes
within an organization. It very specifically shows you both who and what is involved in a
process, as well as the requirements for that process to be effective. The primary goal is
to use the map as a communication tool. It is to show the sequence of interactions of the
elements involved in the process. And so process maps are drawn and used by organizations
to achieve several benefits:
- Increase process understanding
- Clarify process boundaries, ownership and effectiveness
measures
- Identify process sequences
- Isolate core processes, bottlenecks and opportunities for
improvement
- Clarify the interaction of Customer, Supplier, Management
and Operations processes
- Provide a tool for training and discussion
In other words, a process map details what happens first,
second and third in a process. It shows what happens in each step along the way. And this
is drawn in graphical form for easier communication and understanding.
This type of map shows the “big picture” of
10-20 core processes within an organization. The map also shows the critical elements
within each section and its importance within the whole system. And these sections, or
bands, are what relate the processes to each other AND to the outside suppliers and
customers.
Link Suppliers and Customers
Although there are several ways to draw a process map,
the basic diagram is typically constructed in four bands. And these four bands link
together Customers, Primary Processes, Secondary Processes and Suppliers.
You improve effectiveness by showing the specifics of a
process. And sometimes we’ve learned the hard way that the development phase of a
project or a process is far more expensive than the planning phase.
And so by thinking through and perfecting your processes
beforehand, you decrease waste in development time. With a detailed process map, you
identify and decrease such waste wherever it occurs in the process.
Here are a few key points to keep in mind while process
mapping:
- Identify core processes to support mission and goals
- Determine how to create value for the customer throughout
the process
- Map ownership and performance metrics along with the
process
- Engage your people in process mapping to define problems
and solutions
Now, let’s break down the process map even further.
Define Steps of the Process
We’ve just defined the big picture process map as a
sequence of interactions of multiple processes. These multiple processes consist of
multiple steps. As we’ve discussed, the benefits are better communication and
understanding and a decrease in waste. And this offers a great “big picture”
view of your organization’s processes. But…
When you go to write your organization’s procedures,
you need more detail. You’ll need a method to define the sequence of interactions of
each step. And you do this with a procedure map. Here’s an example of a typical
procedure map:
With this refined procedure map, you can see the steps
that go into an organization’s competency process, including the suppliers and
customers for each of those steps. This is also called the SIPOC method.
This method identifies the Suppliers of the specific data
used as an Input for the Process to create Outputs for the Customer. The map also gives
you both effectiveness and performance criteria for this process’ owner(s). With such
measurement criteria, you set the mark for continuous improvement of the process.
And so by creating a procedure map, you will further
increase communication and understanding within your organization. Procedure maps become a
strong tool in training, either to familiarize new employees to their jobs or to increase
efficiency and performance with current employees.
Communicate, Understand and Apply Knowledge
Both process and procedure maps are crucial in an
organization. And so as a rule of thumb, never develop a procedure or system of procedures
without first creating a process and procedure map. Acting like a table of contents, a
process map helps organize the chapters of a complex book in a way that this knowledge can
easily be communicated, understood and applied.
Next time, we will discuss Six Sigma problem-solving
tools and answer the question: how do you move from seat-of-the-pants decision making to
measurable and continuous process improvement?
You have permission to publish this article free of
charge, as long as the resource box is included with the article. If you do run my
article, a courtesy reply to sean@bizmanualz.com
would be greatly appreciated.
| Chris Anderson is the managing
director of Bizmanualz, Inc. and co-author of policies and procedures manuals, producing
the layout, process design and implementation to increase performance. To learn how to
increase your business performance, visit: http://www.bizmanualz.com?src=ART85
|
Your Business Writing Should Match Your
Personality
Many times, dealing with employees or customers requires you to follow up in
writing or e-mail. But, many times the personality you have projected over the phone or in
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Your Thoughts?
What are your thoughts on this? Drop me a line at ivan at klariti dot com |
