Tools in Business Process

Management
Francis Castelino
Sample Process Breakdown

Business Process

Process Element

Activities

Tasks
Ways To Develop Process Performance Mapping

•Process Maps

•Activity Charts

•Task Analysis
Why use Process Maps?
What are they?
• A visual display of the flow of a process for a
product or service

Why use them?

• To identify the current sequence of steps in a

process
• It helps to identify the critical activities within a
process
• To aid in the communication of the above flow
• To aid in analysis of a process
Process Maps
• Map from customer to the job that which is most critical to
the customer and then to other supporting jobs.
• Indicate boundary crossings (between jobs, departments,
organisation, etc.)
• Map the task in process from left to right, following the
continuum of time.
• Tasks appearing under each other indicate that they can be
undertaken simultaneously
Process Maps
Steps and information sources used

A) Map from customer down-customer,

stakeholders

B) Identify process starts and stops- process owners

C) Identify activities (tasks) and boundary crossings

Process Maps
Steps and information sources used

D) Identify hand-offs and bottlenecks-

stakeholders

E) Estimate cost of each activity- finance,

stakeholders

F) Standardise performance measures-

management, process owners
Process Map – Drawing Convention
Top-level Process Model For Procurement Business
Detail Process Model For Procurement Business
Activity Charts

• Show relationship between activity in process and

related systems/sub systems

• Provide more explicit information-help to develop

better performance measures

• Can be used in conjunction with process maps to

identify and ultimately reduce number of boundary
crossings
Sample Activity Charts
Greet customer

Ask for first and last name

Ask for order

Activity:
Taking customer order Ask for item characteristics
Relationship: Ask for credit/ATM card number
Customer Verify card number

State order number

Inquire about additional items

Offer sales items

__
Indicate delivery dates

Thank customer for order

Sample Activity Charts
Log in names

Activity: Check availability

Taking customer order

Relationship: Log- in order
Order Entry System

Verify order

Number of screen accessed

Sample Activity Charts
Input card number

Activity:
Taking customer order Verify card number
Relationship:
Credit System

Verify credit availability

Task Analysis

• Provide a comprehensive listing of task-level details

• Graphic illustration of work flow across a process

• It does not add any additional information about the process itself.
 Sample Task Analysis
Some of the activities Task symbols
Greet customer
Ask for order
Ask for credit/ATM card #
Verify card number
Pick and pack order
Move to shipping
Ship
Inquire/state Perform Input

Transport Inspect
Benefits of Process Orientation

•Cost Savings

•Lead Time Reduction

•Customer Satisfaction

•Increase of Flexibility