What is Business Process Mapping? Definition, Examples, and Sample

What is Business Process Mapping?

Business process mapping is defined as the activity of creating visual representations that outline the steps, activities, and interactions involved in completing a specific business process or workflow. It provides a detailed and structured overview of how tasks are performed, the sequence in which they occur, and the relationships between different process elements within an organization. Business process mapping serves several purposes:

• Understanding Processes: It helps stakeholders gain a comprehensive understanding of how a business process works, including its inputs, outputs, and key steps.
• Identifying Inefficiencies: By visualizing the flow of activities, business process mapping helps identify bottlenecks or inefficiencies in a process that may cause delays or hinder productivity.
• Improving Communication: Business process maps provide a common visual language that facilitates communication and collaboration among stakeholders involved in the process.
• Streamlining Processes: By highlighting opportunities for improvement, such as eliminating redundant steps, reducing handoffs, or automating tasks, business process mapping supports efforts to streamline and optimize business processes.
• Training and Documentation: Business process maps serve as valuable training and documentation tools, providing a visual reference for new employees or stakeholders unfamiliar with the process.

Business process mapping can be applied to various areas within an organization, including sales, marketing, finance, human resources, operations, and customer service. It can take various forms depending on the complexity of the process and the specific objectives of the mapping exercise. Common types of business process maps include flowcharts, swimlane diagrams, value stream maps (VSM), SIPOC diagrams, and process flow diagrams (PFD).

Overall, business process mapping plays a crucial role in helping organizations analyze, streamline, and optimize their operations by providing a clear and structured representation of their business processes.

Business Process Mapping Examples

Here are examples of business process maps using different types of process mapping techniques:

1. Flowchart:

This flowchart example illustrates the process of handling customer inquiries in a call center. It begins with receiving a call from a customer, followed by identifying the issue, researching solutions, providing assistance, and documenting the resolution. Decision points are represented by diamond symbols, indicating different paths depending on the nature of the inquiry.

2. Swimlane Diagram:

In this swimlane diagram, the process of employee onboarding is mapped out across different departments within an organization. Each swimlane represents a different department or role involved in the process, including HR, IT, Facilities, and Management. The swimlane structure clarifies responsibilities and handoffs between departments.

3. Value Stream Map (VSM):

This Value Stream Map (VSM) depicts the end-to-end process of order fulfillment in an e-commerce company. It identifies value-added and non-value-added activities, lead times, and cycle times. The VSM highlights process improvement opportunities, such as reducing wait times and optimizing inventory management.

4. SIPOC Diagram:

In this SIPOC diagram example, the process of product development is mapped out. Suppliers provide inputs such as raw materials and expertise, which are processed by the development team. The outputs include finished products, which are delivered to customers. The SIPOC diagram helps visualize the scope and boundaries of the process and its impact on stakeholders.

5. Process Flow Diagram (PFD):

This Process Flow Diagram (PFD) illustrates the flow of materials and information in a manufacturing process. It shows the sequence of steps involved in producing a product, including material handling, processing, and quality control. The PFD provides a detailed visualization of the process steps and equipment involved.

These examples demonstrate how different types of business process maps can be used to visualize and analyze various business processes within an organization, from customer service and employee onboarding to order fulfillment and product development. Business process mapping helps organizations understand their workflows, identify opportunities for improvement, and implement changes to increase efficiency and productivity.

Business Process Map Sample

Here’s a simplified example of a business process map for a customer service request handling process:

Process Name: Customer Service Request Handling

Process Description: This process outlines the steps involved in handling customer service requests received via email, phone, or online portal.

Process Steps:

Receive Customer Service Request:

• Requests are received via email, phone, or online portal.
• Requests are logged into the customer service system.

Assign Priority and Category:

• Each request is assigned a priority level (high, medium, low) based on its urgency and impact on the customer.
• Requests are categorized based on the type of inquiry (e.g., product issue, billing inquiry, technical support).

Review Request Details:

Customer service representatives review the details of each request, including customer information, issue description, and any previous interactions.

Investigate and Resolve:

• Representatives investigate the issue by accessing relevant systems or contacting other departments if necessary.
• Issues are resolved according to established procedures and guidelines.
• If the issue cannot be resolved immediately, customers are informed of the expected resolution time and provided with regular updates.

Document Resolution and Close Request:

• Once the issue is resolved, representatives document the resolution in the customer service system.
• Customers are notified of the resolution and asked to confirm satisfaction.
• Requests are closed in the system and archived for future reference.

Process Metrics:

• Average response time
• Resolution time
• Customer satisfaction rating
• Number of requests handled per day

Key Roles:

• Customer Service Representatives
• Team Leader/Manager

Tools and Systems Used:

• Customer service system
• Email
• Phone

This sample business process map provides a structured overview of the customer service request handling process, outlining the key steps, roles, tools, and metrics involved. It serves as a visual guide for understanding and optimizing the process to ensure timely and effective resolution of customer inquiries.