Process Mapping[精品].ppt

* * * * * * * * * * * * * * Process Mapping Creating the Map Mapping Software Visio Frazier Consulting provides a template but I found Visio’s Cross Functional template easier to use iGrafx – Micrografx StarDraw – Sun Microsystem’s StarOffice Provision * Mapping Rules Role Order Roles should appear in the order of their appearance in the process Task Configuration Tasks should appear in a left-to-right configuration that starts in the upper left and continues to the lower right * Do This Customer Order Agent Order System Call catalogue contact number Receive Call from Customer Identify desired Catalogue item(s) Provide order details To Order System Receive order Details from Order Agent * Not This Customer Order Agent Order System Call catalogue contact number Receive Call from Customer Identify desired Catalogue item(s) Provide order details To Order System Receive order Details from Order Agent * Include Process title in top left corner Process name Date Something that indicates whether the map is the current process, a “to-be” process, an interim process map * Tasks Task Descriptions Description should begin with a verb and only use one verb Avoid vague verbs such as “manage” or “maintain” Don’t use full sentences but be clear Avoid jargon but you can refer to jargon in parentheses Be clear at the expense of brevity Use first person (avoid adding s to verbs) It’s intended to be a like a list of directions “Create order” instead of “creates order” * Transitions Make hand-offs clear Each hand-off between swimlanes should be from an output task to an input task Use a diamond for decision points Clearly word the decision Label decision arrows Downstream tasks can be stacked vertically or horizontally Nonsequential branching Some tasks can be performed in any order Use multi-headed arrows * Input and Output Tasks Customer Order Agent Order System Call catalogue contact number Receive Call from Customer Identify desired Catalogue item(s) Provide order details To Orde