Process Makes Perfect

A primer on using a process map to cut costs, streamline operations, reduce errors, and get everyone on the same page

When you are responsible for routine, yet critical operations of your business, you want the best

possible outcome every time. For example, if you are responsible for shipping products to customers,you want to ensure that each order is handled promptly with the correct shipping method. That way, customers are happy and you’re working most efficiently.

The best way to make sure this happens is by describing shipping as a process: a series of steps thatare carried out the same way each time. Once you see the whole process, it’s easy to identify waysthat it can be improved. The most effective way to document a process is to create a process map (orflowchart). Here’s an example:

This chart shows the process for choosing the shipping method.

Documenting a process has three major benefits:

1. You see the flaws and can fix them.

You can’t improve a process unless you can describe how it’s being done now. Just theact of laying it out can identify problems and how to fix them. In the example above, theprocess maps show that four different carriers are used. Perhaps the process could bemade simpler if just one were used.

2. You get a better and more predictable result.

Following the same steps each time is the basis for quality and improvement. If thesteps in this process are followed, all reshipments will have a UPS tracking numberensuring that a second shipment won’t get lost.

3. You can train someone to follow the process.

Describing a task as a simple process and showing this as a graphic makes training mucheasier. Studies have shown that people retain information six times greater when information is presented by both visual and oral means than when it is described orally alone.

Now let’s learn how to create a process map for your business.

Createyourprocess map

We’ll walk through the making of a process map using a shipping operation as an example.

Step 1: Start with the event that initiates the business operation.

In our example the initiating event is the receipt of an order. It is conventional to show the starting

and ending point of a process with the terminator shape (a box with rounded ends).

Step 2: Think of the first thing you do in response to this event.

This is often asking a question. Questions are represented by diamond shapes, with one corner

leading to a “Yes” answer, and another to a “No.”

Step 3: Add the responses to your question.

Sometimes this is another question. If it is an answer and terminates the path, show it with a

terminator shape. Below, we added two more questions: “Is the shipment International?” and “Is it areseller drop ship order?”; plus the answers to the International question.

Step 4: Repeat this until you cover all the steps in your process.

Useyour process map

Now that you’ve created a process map, use it to improve your business operations and enhance quality outcomes.

  1. Show it to the people who actually performthe operation it describes. Do they actually follow this process? You may be amazed to find howmuch the actual process differs from how you think it is being done. A process map can be used toagree on a standard procedure for an operation and make sure everyone follows it. This cuts down onerrors and can lower costs and delay. Suppose a more expensive shipping method is being usedunnecessarily?
  1. Review the process. Is it the most efficientway to get the job done? Can it be simplified? You can’t optimize a process unless you can describethe way it’s being done now. In our example, four different shipping methods are being used. Is thisnecessary?
  1. Document it. Finally, once you are satisfied with the process, you can document it with the flowchart and use it totrain newcomers to the job. Post it on the wall where the work is done. Remember, processes are often dynamic. Periodically reviewthe process with the people doing it to make sure that it’s still being followed, ordetermine whether it needs to be updated.

Flowcharting/Process Mapping Software: What to Look For:

The software you use to do this should make it really easy for you to add steps, remove them, and move them around—at least as easy as typing them into a word processor.

Your flowcharting software should:

Automatically format the chart for you—drawing lines and adding boxes in response to simple commands.

Allow you to add new shapes without requiring you to take your hand off the keyboard.

Allow you to easily move shapes around with the mouse.

Paul Stannard is the founder and CEO of SmartDraw.com, the only software that makes it easy for anyone to document, analyze, and communicate their work visually, with professional-level results. Because people retain information six times greater when it is presented to them visually, SmartDraw helps millions of businesses to improve communications, effectively organize ideas, refine operations and work smarter. In addition to SmartDraw 2009 for general business and education, the company also offers SmartDraw Healthcare and SmartDraw Legal editions which include flowcharts, timelines, Gantt charts, graphics and applications unique to their respective fields. The company’s customers include more than half of the members of the Fortune 500, 2,000 K-12 schools and universities, and thousands of law firms, police departments, health systems and private enterprises of all sizes. Founded in 1994, SmartDraw.com is privately-held and based in San Diego, CA. For more information or to download a free trial version, please visit .

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