10.3 Process Maps

While the input-output model provides a high-level explanation of processes and their design, delving deeper into the specifics of process design necessitates a more detailed approach. Process maps serve as an invaluable tool in this endeavor, offering a comprehensive way to chart out the minutiae of any process. By transitioning from the abstract to the concrete, process maps enable organizations to visualize the flow of tasks and resources in a tangible manner, making it easier to identify areas for optimization and enhancement.

What is a Process Map?

A process map is a graphical representation of a process. It outlines every step in a process, displaying the sequence of tasks, decision points, inputs, and outputs. Process maps go beyond mere descriptions by visually documenting the flow of information and materials through various stages. This detailed visualization helps in identifying inefficiencies, redundancies, and opportunities for improvement, making process maps a critical tool in process management and business process reengineering.

Characteristics of Process Maps

• Purpose: The primary aim of a process map is to provide a clear and detailed view of a process. This aids in understanding the process flow and identifying inefficiencies or unnecessary complexities that may hinder performance. By laying out the entire process visually, stakeholders can pinpoint areas where changes can lead to significant improvements in efficiency, quality, and overall process performance.
• Content: A process map meticulously documents all components of a process, including every step, decision point, input, and output. It often details who is responsible for each step, offering clarity on roles and responsibilities. This comprehensive coverage ensures that every aspect of the process is accounted for, from start to finish.
• Detail Level: The level of detail in a process map can vary significantly based on its intended use. Some process maps are high-level overviews, akin to flowcharts, that provide a broad perspective of the process. Others, like swimlane diagrams, delve into granular details, showing task-level information and how tasks move between different people or departments. The choice of detail level depends on the objectives of the process analysis and the specific insights sought.

Process maps are more than just tools for visualization; they are instrumental in driving process improvement. By offering a detailed perspective on how processes are currently executed, they lay the groundwork for rethinking and redesigning these processes for enhanced efficiency and effectiveness. Whether used for analyzing a single department’s workflow or reengineering an entire organization’s operational procedures, process maps are indispensable for any entity seeking to optimize its processes and achieve operational excellence.

10.3.1 Process Map Symbols

In the realm of process maps, we employ standard symbols to pictorially represent the various elements of a process. These symbols facilitate a universal understanding of process designs, allowing individuals to interpret and analyze process charts across different contexts. Although there might be minor variations in symbol representation among companies, the core symbols are globally recognized. Familiarity with these symbols equips students with the ability to understand process charts anywhere.

Key Process Design Symbols and Their Applications

1. Process Start/End (Oval): The oval symbol is used to denote the beginning or end of a process, serving as a clear marker for where the process flow initiates or concludes. For instance, an oval with the label “Start” signifies the start of a customer service process, while one marked “End” indicates the process’s completion.
2. Process Step/Task (Rectangle): The rectangle represents individual tasks or steps within the process. These actions drive the process forward. A rectangle stating “Assess Customer Request,” for example, denotes a specific action where the customer’s request is evaluated as part of the service process.
3. Decision (Diamond): Diamonds are employed to illustrate decision points within a process. At these junctures, a question is posed, leading to different outcomes based on the response. A diamond labeled “Is Inventory Available?” may direct the process along one path if the answer is yes and another if no, illustrating the critical role of decisions in determining the process flow.
4. Process Connector (Circle): Circles, often used as connector symbols, indicate jumps or links in the process flow, especially in complex diagrams where lines cross or the process continues on another page. For example, a circle can link two separate sections of a large process map, ensuring clarity and continuity in the representation.
5. Connector Line (Arrow): Arrows illustrate the flow direction from one step or decision point to the next, guiding the viewer through the process sequence. An arrow leading from the “Assess Customer Request” rectangle to the “Is Inventory Available?” diamond shows the process moving from task assessment to decision-making.
6. Delay (D-shaped Symbol): The D-shaped symbol signifies waiting periods or delays within the process. It highlights where bottlenecks might occur or where additional time is required. For example, a delay symbol following a decision point might indicate a waiting period for customer approval before proceeding.
7. Transport (Solid Line Arrow): This symbol represents the movement of materials or information from one location to another within the process. A solid line arrow pointing from “Warehouse” to “Shipping Department” indicates the physical movement of goods as part of the distribution process.
8. Inputs/Outputs (Parallelogram): The parallelogram symbol is used to represent inputs to a process. It indicates the resources needed to execute a task. For example, a parallelogram labeled “Customer Inquiry” at the start of a process highlights the input that initiates the customer service operation.