Process Mapping

A scalable approach to end-to-end customer journeys focuses on rethinking existing, siloed initiatives and transitioning to customer-centric value streams.

What is a Process Map

A process map is a flow diagram of the primary processes within an organization. It explicitly shows you both who and what is involved in a process. Process maps visually describe the flow of activities of a process and are not limited to a single business department or function.

Process mapping is about communicating your process to others to achieve your management objectives.

There are three types that we use high-Level, Low-Level, and Cross Functional or “Swim Lanes” Maps.

• High-Level: Describes all of the core processes within an organization
• Low-Level: Is an area of a high-level process map that we have zoomed into for more detail.
• Cross-Functional/Swim Lanes: Are Low-Level process maps that introduce swim lanes to identify who is responsible for each element.

The Process

1. Identify process
2. Define scope (trigger, core process, end, out-of-scope)
3. Create a SIPOC (Suppliers, Inputs, Processes, Outputs, Customers)
4. Use a High-level process from SIPOC or Standard Operating Procedure(SOP) for a preliminary process map
5. Craft Initial Process Map
6. Work with an individual/lead or team to refine the map
7. Provide the final Process map to the client