A process map is a management tool to describe the steps in any process. Process mapping focuses on the task rather than the individual or departments. It starts at the macro level with the objective described in one sentence and ends when all criteria is gathered, examined and prioritised. It’s often done in a visual manner. I like process mapping, because in stating the obvious it often exposes what’s blatantly being missed.
Steps in process mapping
- Describe the process to be mapped in one sentence
- Assemble those involved in said process. If possible include those instigating the process and those coping with the results.
- State the obvious steps in the process and start to draw the process map
- Add in the what ifs
- Allow to cogitate
- Spot the bottlenecks, deadends and opportunities
- Constantly reassess, adding details to the nth degree.
- Devize or improve workflows
An example of process mapping
[1] The macro level process: Passing on a new contact to the relevant department.
[2] The process map:
- Initial contact from those outside the organisation come in various forms, but usually email or phone.
- Depending on the nature of the call: initial enquiry, sales, tech support, supplier, client…
- it needs to go to the relevant department: sales, customer services, production, finance…
- and be put in front of the person capable of successfully and efficiently dealing with it.
If the enquiry was for your postal address, anyone could give that info. But if it was a potential order for £1m or the CEO of the BBC it would need to be escalated to the right level and department as quickly and efficiently as possible. WHO, or more relevant, HOW does one decide? The process mapping and flow map would reveal the best way of handling ALL scenarios.
[3] The micro levels and what if’s
- Contact could also come from letter, fax, txt, web enquiry, B2B exhibition, public demonstration, sales call, social media, voicemail, out of hours voicemail…
- How is each one handled? Is there a time limit? What is the company response? Are all staff capable of responding?
- What is the back up plan? Is there a back up plan?
- What if a message in a bottle was delivered? Might sound far fetched. But could it show the ultimate in customer service and be a viral PR opportunity?