Author: z617322

Process Map

CONTINUOUS IMPROVEMENT TOOLKIT

Purpose
A process map is a simple tool that visually describes the flow of work within an organisation. The purpose of developing a process map is to articulate how a particular process within an organisation works in practice, supporting teams to identify areas where a process can be simplified or streamlined to improve on efficiency.

How to use the tool
Identify a Start and End Point: A process map can be used to visualise and create a shared understanding of a current process, or to provide information on a new process. To begin developing a process map, identify what the first and last steps of that process is, or should be. For example, the first step in a process could be a service user entering an employability support service, and the last step (or desired end-goal), being that service user entering employment.
Identify tasks and decision points: Once you have defined the start and end points of the process, you then need to identify all of the potential tasks and decisions needed during that process. Conventionally tasks are represented in a rectangle and decision points in a diamond shape. After a decision point, you should use the process map to articulate what the potential processes are based on what the decision was. So for example if a decision point was to ask a service user what their preferred method of communication is - e-mail or phone - then after the decision point there would be two potential tasks available based on that decision, which could be to either follow up with the service user by phone or by e-mail.
For best practice, it’s recommended that process maps be developed in teams, to ensure everyone has a shared understanding of how a process works in practice, as there may be differing views within a team on how a process currently works.
Process maps can be used at different levels from a high level less detailed map to a more detailed process map that breaks down bigger steps into smaller chunks depending on the level of analysis required.
After you’ve completed map, identify any steps or decision points where improvements could be made. For example, steps where there is unnecessary work, duplication, bottlenecks, delays etc, or where additional steps could be added to increase the quality of a service.

The start and end of a process are conventionally visualised using green and red circles. When starting a process map, decide what the start and end goals of the process are and place these in circles at opposite ends of your page.

Tasks that need to be undertaken within a process are conventionally visualised using squares or rectangles. Between each task, use arrows to visualise the order or sequence of tasks/decisions.

Decision points are conventionally conveyed using diamond shapes. After a decision point, use interconnecting arrows to articulate which tasks need to be undertaken next based on what the decision was.

General Example
The example below shows how a process map has been used to visualise the process of assessing applicants for a vacancy,. This is a very high level example.

Start
Application forms
submitted

Review and Score Forms

Offer Interview?

No

End
Inform
Unsuccessful applicants

Yes

This process begins with application forms being submitted.

There are multiple decision points within this example, with applicant being taken down different processes based on those decision, i.e based on the scores of their application forms.

Schedule Interviews

Interview and Score

In this instance, there are two possible end points, which is either to inform applicants that their application is unsuccessful, or to send an offer letter.

Offer
Job?

Yes

End
Send Offer Letter

No

Blank Template
The shapes below can be used to create your own process map. Feel free to input information on this document or print this off to complete it on paper first, before creating a version using this document.

Start

End

End

Task

Task

Task

Task

Decision

Decision