A GUIDE TO
DATE PRESENTED BYNOVEMBER 2, 2012 – WCET KAREN PEDERSEN, TERRI HAYES, & MARC LORD
PROCESS MAPPING:FINDING YOUR WAY THROUGH THE MAZE
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Session Overview
What is a process map?
Why does NAU map processes?
Case studies
Getting Started
Tips
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We Can Map Any Process
A process map is a visual representation describing a process’ flow of activities from beginning to end.
Often the hardest task in process mapping is getting everyone to agree what the process looks like.
Why Does NAU Make Maps?
Improve communication and common understanding
Define boundaries
Expose redundancies
Define process ownership
Expose complexity
Reveal disconnects
Case Studies
Case Study #1: Class Fees
Objective:Illustrate new business process or changes to business process
Outcome:Clear understanding of process and ability to discuss implementation without confusion
COURSE FEE CHART (Process, Before and After)ILLUSTRATING A CHANGE TO BUSINESS PROCESSES REGARDING COURSE FEES
Case Study #2: Transcript Process
Objective:Clarify ownership and outcomes of specific business processes
Outcome:Clarity about ownership reflected on the map (each “swim lane” represents one team); teams are able to work on specific functions
TRANSCRIPT EVALUATION PROCESS FLOWCHARTUNDERSTANDING THE COMPLEXITY OF A CURRENT PROCESS
Case Study #3: Connect Flowchart
Objective:Bring shared understanding about a complex topic.
Outcome:Clarity among internal stakeholders to manage and communicate expectations
SCORING A LEADCLARIFYING EXPECTATIONS
Case Study #4: Network Venn
Objective:Visualize a complex set of data for easy reference and communication
‣ Members of TV Services met with the tech team to instruct one another on the finer details of a complex network
‣ A smaller group met to map out which machines were contained on which networks, including the complex ways the networks overlap.
Outcome:Members of both teams can gather useful information at a glance, and communicate clearly with each other.
TV SERVICES TRUCK NETWORK VENN DIAGRAMVISUALLY REPRESENTING WHICH MACHINES EXIST ON WHICH NETWORKS, AND HOW THEY OVERLAP
Getting Started
High touch… Low tech
No fancy tools required. You can map a process on the back of a napkin or on a whiteboard.
Process maps don’t need to beautiful – they just need to be clear.
Software Tool Examples:
‣ Microsoft Word
‣ Microsoft Visio
‣ OmniGraffle Pro (for Mac)
‣ Creately.com
Tips for Process Mapping
Start simple
Label your chart
When possible, include multiple perspectives in the same room
Begin with broad categories; allow participants to fill in the gaps as you progress
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