Process mapping

Just as companies have organization charts, they can have process maps that give a picture of how work flows through the company. A process map creates a vocabulary to help people discuss process improvement. A process map is a graphic representation of a process, showing the sequence of tasks using a modified version of standard flowcharting symbols. The map of a work process is a picture of how people do their work. Work process maps are similar to road maps in that there are many alternative routes that will accomplish the objective. In any given circumstance, one route may be better than others. By creating a process map, the various alternatives are displayed and effective planning is facilitated. The steps involved are as follows (Galloway, 1994):

1. Select a process to be mapped.

2. Define the process.

3. Map the primary process.

4. Map alternative paths.

5. Map inspection points.

6. Use the map to improve the process.

Processes correspond to natural business activities. However, in modern organizations these natural processes are fragmented among many different departments. A process map provides an integrated picture of the natural process. Because of the focus on organizational hierarchies, processes tend to be unmanaged. People are responsible for departments and budgets, but no one is responsible for the processes.

Because organizations are arranged as departments rather than processes, it is often difficult for people to see the processes that make up the...