Process Mapping... page 1 LEIT 564
Process Mapping
LEIT 564: Performance Technology and Training
Margaret L. Bailey, Ph.D. Northern Illinois University
What is it?
Process Mapping is the technique of using flowcharts to illustrate the flow of a process, proceeding
from the most macro perspective to the level of detail required to identify opportunities for
improvement. Process mapping focuses on the work rather than on job titles or hierarchy.
Why Use It?
To allow a team or individual to identify the actual flow or sequence of events in a process that any
product or service follows. Process maps can be applied to anything from the travels of an invoice or
the flow of materials, to the steps in making a sale or servicing a product. They help address questions
related to individual and team performance, quality of work life, and work design. Questions such as,
“When do people perform best? worst? What types of errors are made? Why? Do people need more
training, variety, information or power to do their jobs better and more easily? How can we design the
work for the best speed, accuracy, efficiency, and enjoyment?”
Process mapping allows a team to picture the work itself outside of the organization’s hierarchy. The
most common pictures of a person’s job(s) have been organization charts. Process maps help us
picture the work itself, not the organization.
What does it do?
Sometimes the first reaction to process mapping is, “These are just flowcharts. We’ve always used
these.” Perhaps this is so, but oftentimes traditional flowcharts:
• are done only when a process if FIRST designed
• are done WITHOUT INPUT from those doing the work
• describe what someone THINKS happens, not what really happens
• are not used to examine the requirements of BOTH people and workflow
• are not used to look for performance BREAKTHROUGHS
Process mapping can:
• show unexpected complexity, problem areas, redundancy, unnecessary loops, and where
simplification and standardization may be possible
• compare and contrast the actual versus the ideal flow of a process to identify improvement
opportunities
• allow a team to come to agreement on the steps of the process and to examine which activities
may impact the process performance
• identify locations where additional data can be collected and investigated
How do I do it?
Choose a process that EXISTS TODAY.
