Process Mapping –
The Trees of Process Mapping.
(Part 2 of 3)
When I mention Process Mapping to my friends and colleagues they immediately plan their conversation exit strategy. Literally, people start looking at the clock and scoping out the closest exits. I explain how a Process Map is a chart that shows how work flows through the functions in an organization. By the time I get to the part about how a map uses specific symbols to capture and record each step required to convert inputs into outputs, I usually see them scurry away like mice being chased by a cat.
As many of you know, it doesn’t have to be that scary. Process Maps are very useful for improvement activities if they are used consistently and appropriately. At the most basic level, Process Maps are pictures of the way we work. Whether we work in the service/public sector or in manufacturing, Process Mapping is a requirement for continuous process/service improvement.
An approach to Process Mapping that is taught at various levels of detail in some of NQI’s training programs is the best way to simplify your thinking on Process Mapping. The approach breaks down Process Mapping into three levels of detail. A Level 1 map shows the process at its highest level with a focus on the “what”, a Level 2 map shows the process in more detail with a focus on the “who does what”, and a Level 3 map focuses on the transactional level with a focus on the “how”.
Over three Quest for Excellence e-newsletters, I will introduce one of the three levels of Process Mapping.
Part 1 – August Quest for Excellence newsletter: Level 1 Process Maps – The Forest
Part 2 - September Quest for Excellence newsletter: Level 2 Process Maps – The Trees
Part 3- October Quest for Excellence newsletter: Level 3 Process Maps – The Roots/Weeds
Level 2 Process Maps – The Trees
“If a tree falls in a forest and no one is around to hear it, does it make a sound?" A slight refresh on this famous saying could be: “If the people who work with a process don’t see how their work is linked to others does the opportunity for improvement exist?” This article will explore Level 2 Process Maps and the importance of understanding the “Who Does What?” of Process Mapping.
It can be argued that without Process Mapping, process improvement is impossible. In the last issue of Quest for Excellence, we focused on the Level 1 process map. This map was a picture of the process at the highest possible level. It told the story of “what” was going on with your process. Level 2 maps shows the process in more detail with focus on the cross functional relationships between stakeholders and the work they do.
As you get deeper into this Process Mapping forest you need to understand the uses for a few Process Mapping symbols. Warning: beware of the overuse of infinite Process Mapping symbols. I don’t want this to be like the latest Dan Brown novel where Robert Langdon is searching for the Lost Symbol. Keep your Process Mapping symbols, simple. There are many symbols you could use but the ones I use most are the activity box and the decision box.
The activity box is a rectangle and as you might imagine it’s the box where you write the activity (verb/noun combination). The decision box is a diamond and it has one entrance and two exits. There is always a question that needs to be answered in the box and the process will go in one of two directions depending on the answer to that question. (Yes/No, Go/No-Go, etc.)
Level 2 maps are used to tell the story of “who does what”. They are very useful to show the layers of interconnections between stakeholders required to convert inputs to outputs. Understanding these connections is invaluable in breaking down communication silos. I view Level 2 process maps as silo busters because they help people understand how their work is connected with others. When you are communicating or improving a process with groups, a Level 2 map is a perfect tool.
The following example shows a basic process for a typical “Fabric-Based Domestic Engineering Cleansing Process” better known as laundry.
Fabric-Based Domestic Engineering Cleansing - Level 2 Process
Click here to download this graphic.
Notice that the blue boxes down the left hand side of the map represent all of the “who’s” or departments and the yellow activity boxes represent the “what’s”. In this case the stakeholder boxes represent functions rather than individuals. All of the activities that are performed by a particular “who” are parallel to their blue box. For example if you look parallel to the Wash department you see that they are responsible for washing the laundry and then they decide if the clothes are clean. If the clothes are clean they forward them to the drying department, if the clothes are still dirty they send them back to sorting. In addition to understanding what a particular stakeholder is responsible for a Level 2 map clearly indicates the supplier/customer relationship. For example the folding department can see who their supplier is (Drying) and who their customer is (Delivery). This awareness will help break down communication silos.
It’s tempting to want to dive down into greater detail for each activity. Resist this temptation and save the “how” detail for your Level 3 map. Do a quick “how” test. For each activity ask yourself, is this “what” I’m doing or “how” I’m doing it. If your activity sounds “how-ish” then save it for your Level 3 map.
It’s your turn to try a Level 2 map. Choose a simple process that you are very familiar with. Use the boxes below to list the stakeholders (departments, functions, individuals, etc) then fill in the activities that each of those stakeholders undertake to convert the input to an output. Be careful not to delve into the “how” detail as we will save that for our Level 3 maps. You might want to try documenting the expense claim process, the hiring process, or the product/service development process for your organization.
Who Does What Processes? Template for a Level 2 Process Map
Click here to download this graphic.
If you’re interested in learning more about the power of Process Mapping and more detailed instructions on how to create them, you may want to check out the following NQI courses:
- Introduction to Process Mapping: 1-day Training
- Quest for Quality Process Improvement Tools: 3 Module Training
- Desired State Process Mapping: 1-day Training
- Operational Process Mapping: 1-day Training
Now that we’ve described the Forest and the trees, the next step is to look at the roots and the weeds. Stay tuned for a lesson and example of a Level 3 Process Map for the Fabric Based Domestic Engineering Cleansing Process in the next issue of the Quest for Excellence.
