What is Process Mapping?
Creating a diagram of the steps involved in any process, to show:
- who participates in each step
- who is hands-off during specific steps
- communication flows between individuals
By sketching out how a task is currently being completed, it's easy to identify:
- inefficiencies
- duplication
- variation / inconsistencies
- unnecessary actions
- missing steps
The exercise of mapping can boost awareness, discussion, engagement and a broader perspective across the team. It can also help determine what in a process could be worth measuring to get a better understanding of tasks and goals.
Process Mapping Steps
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IDENTIFY WHO PARTICIPATES
Determine the staff members involved in the current care planning process you're mapping.
Using a sticky note for each, write down who is directly involved or affected by the process you want to improve. Remember to include patient representatives, as they are the ones at the receiving end of the processExamples: care planning, registration, intake, referral, etc.
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PINPOINT MILESTONES IN THE PROCESS
On separate sticky notes, outline what triggers the process to start and the events throughout it until it concludes.
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DEFINE EACH PROCESS STEP
Using a sticky note for each, identify each process step with an action/task and indicate who does it. Mark each process step with a rectangle ▭ .
Example: Registered nurse - reviews medical history
*Consider using a different colour sticky note or marker for each role to help visually define who is doing each action.
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ORDER THE ACTIONS
Draw an arrow → on a sticky note to connect two actions and show the order of the process steps. Add an arrow on a sticky note between each step.
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IDENTIFY DECISION POINTS
Define each decision point with a question.
Add a diamond ◊ to each decision point.
Example: Does the patient want to participate in a care planning appointment?
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ADD DECISION ARROWS
Draw two arrows coming out of each decision point to represent:
- Yes →
The "Yes" answer continues horizontally towards the right - No ↓
The "No" arrow goes vertically down
Process steps should follow both arrows.
- Yes →
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VALIDATE THE PROCESS
Have individuals who are familiar with the process review the map, to ensure clarity and content. Take time to discuss the input as a team.
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CAPTURE THE PROCESS MAP
Be sure to make a record of the process map. This can be done initially by taking a picture with your phone.
We recommend an official electronic version is created which can be shared and printed.
Suggested software: PowerPoint, Word, Canva or Visio
Analysis
Once the process map is complete, conduct an analysis as a team to identify the opportunities for improvement.
Reflect on the following questions:
- What types of waste do we see? Where do we see it?
Examples: redundant steps, overprocessing, re-work - What are the slowest parts of the process? Who or what is waiting?What is the wait for?
- Where do pain points occur for individuals involved in the process?
Examples: missing information, lack of clear hand-off of tasks - Can the process be done in some other way or order?
- Are the right resources used? Is the right person doing each task?
- What or who drives the process? Who is ultimately responsible?
A successful process map will lead to discoveries, ideas and potential solutions to problems.
The act of creating a process map will also give team members greater clarity and understanding of how their tasks contribute to and are affected by the larger system.
This is especially true when individuals work together in constructing one