Transformation | Process Mapping
How does it all hang together?
Measure what you do before you change things around
What is Process Modelling?
How can it help me?
- Cycle-time/cost – How much time/money to it take to deliver one instance of the process
- Resourcing levels – how many people are required to deliver the process under different time/volume constraints
- Pain-points – if you were to automate aspects of the process where would you get the most bang for your buck
- Alignment – How well does this version of the process deliver the capability to reach your company mission
How is it done?
- Scope definition: Essentially a chat with you to understand what is the process being analysed. What does this include and what isn’t being included.
- Reviewing existing documentation: This can be any existing documentation around the process from policy documents to Local Working Procedures(LWPs) / Standard Operating Procedures (SOPs) to understand what should be happening in the process.
- Interviews/Workshop: Speaking to the front-line staff who implement the process. Whether this is best done by interviews or workshop depends on the numbers involved, availability and number of different teams involved.
- Preparation and presentation of the results: Feedback of the results with any relevant metrics.
What can I do with the results?
- Starting point for discussing improvements – From questioning how the process supports the companies objectives and vision to seeing exactly how the service is delivered to the customer. The process is no longer an understanding in the heads of the people involved, it’s externalised, it’s down on paper for everyone to look at and comment.
- Increased ownership – If staff understand clearly why they’re doing something, then ownership of the process increases. A process that is actively owned doesn’t stay as a file gathering dust on a network drive, staff themselves will want to make improvements and keep the documentation of their process up to date.
- Standardised behaviour – each person involved in a process understands the whole process and what their role in that process is. This leads to consistent journeys for customers who come into contact with the process.
- Training new Staff – As a support tool in on-boarding or actively used for reference by the teams involved.
- Supporting job descriptions For HR teams to understand how much time certain activities make up a role.
Process models allow you to go further, by having a measured baseline you can:
- Plan changes to your process to become better aligned with some strategic vision.
- Understand what would be required to pivot to deliver a new service.
- Understand how much some new software will improve productivity.
Find out how process maps can be the start to making your business more agile to changes in the market place.
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