Process Maps: Faithful Representation Of Process Narratives?

Process mapping is a technique used to visually represent a workflow, often in the form of a flowchart, and is used to improve efficiency and identify areas of improvement. It is a useful tool for planning and management, providing a concise picture of the steps needed to complete a process, from start to finish. A process map can be created on paper or using workflow management software and templates. It is a valuable tool for process documentation, new hire training, and process improvement.

A process narrative, on the other hand, is a detailed written description of a process, providing context for controls and facilitating a thorough review by peers and auditors. While it takes more time to create and maintain, it offers the advantage of removing ambiguity.

So, which is better for representing the process narrative – a process map or a flowchart? The answer may lie in combining both methods to leverage the benefits of each. While a flowchart provides a visual representation of the process, a process narrative adds context and captures nuanced areas. Ultimately, the choice depends on the specific needs and preferences of the process owners, the team, and any external reviewers.

Process mapping as a planning and management tool

Process mapping is a planning and management tool that helps organisations visualise their workflow and improve efficiency. It is a way to represent the flow of work, from start to finish, in a concise and straightforward way. This can be done on paper, or using workflow management software and templates.

The process map, or flowchart, outlines the individual steps within a process, identifying task owners and expected timelines. It is a useful tool for planning and management, as it helps teams to understand a process and its components more clearly, and to identify areas for improvement. It also aids communication between team members, and can be used for process documentation and new hire training.

To create a process map, the first step is to identify the process to be mapped. This could be a process that is underperforming, or one that is important to a new strategy, or one that directly impacts customer satisfaction. Once the process has been identified, the next step is to gather the right team, including those who do and manage the process, and those who can provide input. The team can then work together to gather all the necessary information, such as the steps in the process, the inputs and outputs, and who is responsible for each task.

The next step is to organise the steps in a sequential order, from beginning to end. This can be done by arranging the tasks in a simple list, before drawing the baseline process map, using the appropriate process mapping symbols. The final steps are to analyse the map to find areas for improvement, and then to implement and monitor any changes.

There are several different types of process maps, including basic flowcharts, high-level process maps, detailed process maps, and swimlane maps. Each type of map has its own advantages and is suited to different purposes. For example, a basic flowchart is best for simple processes, while a detailed process map provides a more comprehensive understanding of a process, including all the details and contingencies.

Process mapping symbols

• Terminator: Ovals or circles denote the beginning and end of a process.
• Process step: A rectangle represents an activity, task or operation that needs to be done.
• Flow: Arrows connect steps in the process and show directional flow.
• Decision: A diamond illustrates a decision point, usually with "yes" or "no" options branching from this point.
• Delay: A D-shaped symbol or a rectangle with one rounded end indicates a delay in the process.
• Document: A rectangle with a wavy bottom line represents a document or report.
• Data: A parallelogram represents data input or output.
• Manual input: A hexagon or a rectangle with a slanted top line indicates a step where data must be manually entered by a human operator.
• Subprocess: A rectangle with double vertical lines indicates a subprocess.
• External entity: A cloud symbol represents an external entity, such as a customer or supplier, that interacts with the main process but is outside the control of the organisation.
• Looping process: A trapezoid symbol indicates a process that will repeat until manually ended.
• Multiple paths: A circle with an "X" inside shows a point where the user can take more than one path.
• Converging steps: An upside-down triangle shows a point where several steps come together.
• Information presentation: A rectangle with rounded corners indicates a point where information is presented to users.
• Data exchange: A rectangle with curved sides signifies a point where data is exchanged between different components or steps.
• Data collation: An hourglass shows a point in the process that requires multiple resources to be gathered into one document.

Benefits of process mapping

Process mapping is a powerful tool for organisations, offering a range of benefits that can improve efficiency, communication and productivity.

One of the key advantages of process mapping is the ability to visually represent workflows, providing a clear picture of how a process works from start to finish. This helps teams to understand a process and its components, and identify areas for improvement. Process maps can also be used to show compliance with regulatory standards and serve as a valuable resource for audits.

Improved Understanding and Knowledge Transfer

Process mapping improves understanding of complex processes by breaking them down into simple steps. This knowledge transfer ensures that best practices are documented and can be easily shared with others, especially during employee induction and training. It also helps retain organisational knowledge when employees leave.

Enhanced Communication and Collaboration

Process maps improve communication by providing a common visual language for teams to discuss processes. They facilitate collaboration by clearly defining roles and responsibilities, and by identifying bottlenecks and redundancies in workflows.

Increased Efficiency and Effectiveness

Process mapping helps identify inefficiencies, gaps and bottlenecks in processes, enabling organisations to streamline workflows, improve decision-making and increase overall efficiency. It also assists in standardising processes, ensuring tasks are completed consistently and correctly every time.

Continuous Improvement

Process maps provide a baseline for continuous improvement initiatives. By mapping the current state ("as-is") of processes, organisations can identify areas for optimisation and develop "to-be" models to improve efficiency and effectiveness. This iterative process ensures that businesses remain adaptable and responsive to change.

Risk Identification and Mitigation

Process mapping can help identify risks within an organisation and determine what controls are in place or needed to mitigate those risks. This improves an organisation's ability to proactively manage risks and make informed decisions.

Better Customer Service

By mapping processes, organisations can gain a better understanding of how their activities impact customers. This enables them to streamline processes, reduce redundancies and focus on delivering value to their clients.

Overall, process mapping is a valuable tool for organisations seeking to improve efficiency, communication and productivity. It provides a visual representation of workflows, enhances understanding, facilitates collaboration and enables continuous improvement.

Types of process mapping

Process mapping is a technique used to visually map out workflows and processes. It is an indispensable tool for professionals across various industries, providing a visual representation of workflows and helping organisations streamline operations, identify bottlenecks, and improve efficiency.

There are several types of process maps, each serving a unique purpose:

Basic Flowchart:

The simplest form of a process map, using symbols to illustrate the inputs, outputs, and steps of a process. Basic flowcharts are useful for planning new projects, documenting company processes, and facilitating team communication.

High-Level Process Map:

Also known as a top-down or value chain map, it provides a high-level overview of a process, including essential steps with minimal detail. High-level process maps are useful for defining business processes, identifying key steps, and discussing processes with stakeholders who don't need operational specifics.

Detailed Process Map:

In contrast to the high-level map, this type provides all the details of each step, including subprocesses, decision points, and inputs/outputs. It offers a comprehensive understanding of the process and is effective for pinpointing areas of inefficiency.

Swimlane Map:

Also known as a cross-functional or deployment flowchart, it assigns process activities to specific "swimlanes," clarifying who is responsible for each task. This type of map is ideal for training employees on their roles, increasing accountability, and identifying process inefficiencies.

Value Stream Map:

A lean management tool that visualises the process of delivering a product or service to customers. Value stream maps are complex, using unique symbols to illustrate the flow of information and materials. They are valuable for identifying areas to reduce waste and focus future projects.

SIPOC Diagram:

SIPOC stands for Suppliers, Inputs, Processes, Outputs, and Customers. This type of map identifies the key elements and stakeholders in a process and is often used as a precursory step when crafting a detailed process map.

Gantt Chart:

A visual representation of project schedules, mapping tasks against time. While primarily used in project management, Gantt charts can also provide a timeline view of activities and their dependencies.

Mind Map:

A creative and non-linear process map that uses branches to connect different ideas or elements. Mind maps are particularly useful for brainstorming and capturing the diverse aspects of complex processes.

Data Flow Diagram (DFD):

Illustrates the flow of data within a system, highlighting how information moves between processes, data stores, and external entities. DFDs aid in understanding data dependencies and communication pathways, enabling the early identification of potential errors.

Business Process Model and Notation (BPMN):

A standardised notation system providing a common language for process modelling. BPMN uses symbols to represent different elements of a process, improving communication and collaboration among stakeholders on complex workflows.

How to create a process map

A process map is a visual tool that describes the flow of work in a process. It is used to identify areas of improvement, increase understanding, and streamline processes. Here is a step-by-step guide on how to create a process map:

Step 1: Identify the Problem or Process to Map

Firstly, determine the process you want to map out. This could be an inefficient process that needs improvement, a new process that needs to be communicated concisely, or a complex process that employees often have questions about. Identify what you want to map and give it a suitable name.

Step 2: List the Activities Involved

Document all the tasks required to complete the process, without worrying about the order at this stage. Make a list of all the activities involved and who is responsible for each. Collaborating with teammates and stakeholders will help ensure that all necessary steps are accounted for and determine the appropriate level of detail. Also, establish the boundaries of the process, including where it begins and ends, to know which tasks should be included.

Step 3: Sequence the Steps

Arrange the activities in the correct order, from the beginning to the end of the process. This step helps identify any gaps or missing information from the previous step.

Step 4: Draw the Flowchart with Process Mapping Symbols

Select the appropriate process mapping format and draw out the process, using process mapping symbols to represent each step. Common symbols include:

• Ovals to denote the beginning and end of the process.
• Rectangles to represent an operation or activity.
• Arrows to show the direction of flow.
• Diamonds to indicate decision points, usually with "yes" or "no" options branching from them.
• Parallelograms to represent inputs or outputs.

Step 5: Finalize and Share the Process Map

Review the process map with relevant stakeholders to ensure a shared understanding and agreement on the process. Check for any missing steps, redundancies, or ambiguities.

Step 6: Analyze and Improve the Process

Once the process map is finalized, use it as a tool to identify areas of improvement. With feedback from your team, pinpoint bottlenecks, inefficiencies, and redundant steps. Then, take action to optimize the process and update the process map accordingly.

Creating a process map is a continuous improvement tool that promotes efficiency, clarity, and effective communication within a team or organization.

Frequently asked questions