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

QuestionsKaren Pedersen:

Karen.Pedersen@nau.edu

Terri Hayes:Terri.Hayes@nau.edu

Marc Lord:Marc.Lord@nau.edu