process mapping for project managers - pmi hampton roads · 2018. 3. 1. · process mapping is a...
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Process Mapping for Project ManagersPRESENTED BY MICHAEL MCCULLOUGH
MARCH 1ST, 2018
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Agenda
IntroductionBenefits of
Process Mapping
Process Mapping Overview
Scoping the Process Summary
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“You cant describe what you are doing as a process, if you don’t know what you are doing.”
Dr. Edward Deming
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Agenda
IntroductionBenefits of
Process Mapping
Process Mapping Overview
Scoping the Process Summary
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Process Mapping ExperiencesU.S. Navy
Deloitte
Anthem
Amtrak
Intelligence Reporting ProceduresDetainee Handling
Audit ReadinessTraining
Knowledge ManagementProcess Improvement
EnrollmentClaims
Call Center OperationsPaymentsData FlowReporting Positive Train Control
Acela Express Customer ExperienceReportingData Flow
28 Years Experience
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Agenda
IntroductionBenefits of
Process Mapping
Process Mapping Overview
Scoping the Process Summary
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Eight Benefits of Process Mapping
Improves Team Involvement &
Morale
Compliance & Auditing
Allows for Process
Improvement
Assists in Training
Discover Best Practices
Defines the “Big Picture”
Identify Problem Areas
Reduces Information
Burden
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Why Not Just Write it Out?Information Overload◦ More information created in the last 10 years
than in all of human history
Ever hear the phrase, (A picture is worth a thousand words)?
Simple shapes, colors, and symbols are an effective method of communication
Don’t believe me?
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Translate the Following WordsNO GOOGLE!
ArêtesBahnhofCeda El Paso
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Translate the Following WordsNO GOOGLE!
ArêtesBahnhofCeda El Paso
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Which Would You Rather Read?
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Agenda
IntroductionBenefits of
Process Mapping
Process Mapping Overview
Scoping the Process Summary
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What is a Process Map?Graphic rendering using shapes, colors, and symbols used to help understand, analyze, document, communicate, and improve processes
Displays the sequential steps involved in creating value from input to output
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Process Mapping MethodsBusiness Process Model & Notation (BPMN)
Data Flow
Perigon Method
Value Stream
Spaghetti Map
Event Driven Process Chain (EPC)
Unified Modeling Language (UML)
Specification and Description Language (SDL)
Total Quality Management (TQM)
Supplier, Input, Process, Output, Customer (SIPOC or COPIS)
Information Technology Information Library (ITIL)
Each method works well in certain situations just as each method
would be inappropriate in certain situations
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Process Mapping Software/ToolsVisio
Lucid Chart
PowerPoint
E Draw
Concept Draw
Napkins
Notebooks
Whiteboards
Post It Notes
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A Process Map Should….Tell a clear story
Give us enough information to be able to make informed business decisions
Help us solve business problems
Answer the Who, What, When, Where, Why, and How questions
Flow naturally
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Agenda
IntroductionBenefits of
Process Mapping
Process Mapping Overview
Scoping the Process Summary
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Eight Goals for Scoping the ProcessCommunicate clear & defined expectations to process team
Establish scope of the process & its boundaries
Define the product and/or service deliverables
Evaluate the purpose of the process – The Why
Define who are the key customers
Understand the needs of the customers
Determine key processes that supply inputs
Document the activities & their sequence
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Identifying the Process Team
Process Team
Process Owner Supplier(s)
Customer(s)Key Process User(s)
Subject Matter Expert(s)
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CommunicationPurpose◦ Let the team know what they will be doing &
why they are doing it
Team Roles◦ Who does what & why
Explain your methodology◦ Why am I writing on a napkin◦ Why cant we fix all our problems now
Timeline◦ How long will this take
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ChallengesGetting the process team to open up and become comfortable highlighting their challenges
Legacy opportunities
Time
Methodology & terminology adoption
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Define the ProductProducts can be physical, intellectual, or a service deliverable
Key Customers use the service deliverable to add value to their own product
The purpose of any process is to help enable the production of defect free products in a timely manner and at the lowest possible cost
Start StopStep 1 Step 2 Step 3 Step 4
Value Increase
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Create an Architecture MapGoal is to create an outline highlighting the main tasks of value
Serves as a basis or outline for future & more detailed process maps
Establish the main product or service
Define primary suppliers & customers
Reach a consensus on where the process starts and ends
Define the main tasks of value (in any order)
Put the tasks in order
Review with team
Adjust if necessary
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Keep it Simple
Identify all Inputs & Outputs
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ExampleHOW TO DO THE LAUNDRY
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How to dothe laundry Dad
The Family
CustomersSuppliers
SME (Mom)Process Users
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Dirty clothes Clean clothesClean clothes
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When the cleanclothes are returned to
their proper placeWhen laundry bins are
full or on a schedule
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Start CollectClothes from Bins
Sort clothes according to color Wash clothes Dry clothes Fold clothes Return clothing to
owner End
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Each pass will uncover more detail
Architecture Map
Process Map
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Agenda
IntroductionBenefits of
Process Mapping
Process Mapping Overview
Scoping the Process Summary
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SummaryProcess Mapping is a tool for Project Managers◦ Improves communication◦ Defines process◦ Help Identify problems
Numerous methods can be used to map◦ No “one size fits all”
Scope the Process◦ Communicate clear & defined expectations to process team◦ Establish scope of the process & its boundaries◦ Define the product and/or service deliverables◦ Evaluate the purpose of the process – The Why◦ Define who are the key customers◦ Understand the needs of the customers◦ Determine key processes that supply inputs◦ Document the activities & their sequence
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Questions?THANK YOU FOR YOUR TIME!