Business Process Mapping
What is Business Process Mapping?
Business Process Mapping is the visual representation of the steps, actions, and decisions within a specific business process. It is a powerful management tool that translates complex, abstract workflows into a clear, visual diagram (often called a flowchart or process map).
The goal of this method is not only to document how work is performed today (the so-called ‘As-Is’ situation), but also to identify bottlenecks and design the ideal future situation (the ‘To-Be’ situation). A good process map directly answers the following questions:
What exactly is being done?
Who is responsible for each specific task?
In what order are the tasks performed?
Which systems and documents are used in this process?
What is the end result (the output) of the process?
Why is Process Mapping Important for Your Organization?
Visually mapping processes may seem like an administrative task, but it offers enormous strategic and operational benefits. Without a clear overview, an organization is essentially navigating in the dark. Here are the primary reasons to start with process mapping:
1. Radical Transparency and Clarity
People are visually oriented. A twenty-page textual manual is rarely read, but a flowchart on a single A4 sheet is understood at a glance. Process mapping creates a common language within the organization, ensuring all departments understand exactly how their work influences that of others.
2. Identifying Inefficiencies and Bottlenecks
When a process is visually mapped out, ‘waste’, bottlenecks, and duplicate work become immediately visible. Why does a document need to be approved three times? Why does Department A wait two days every week for data from Department B? By mapping it out, you can streamline the process.
3. Accelerated Onboarding of New Personnel
Bringing new employees up to speed faster saves time and money. With clear process maps, new colleagues do not have to rely on verbal instructions. They can simply follow the diagram to see how their daily tasks should be performed.
4. Compliance with Laws and Regulations
For industries dealing with strict regulations, it is crucial to be able to demonstrate how processes run. Business process maps serve as evidence for auditors to show that procedures regarding quality management (such as the official ISO 9001 guidelines) or privacy (GDPR) are correctly followed.
5. Foundation for Automation and Digitization
Companies increasingly want to automate, for example with Robotic Process Automation (RPA). However, you can only automate a process once you fully understand it. Automating a poor flow only leads to faster errors. Process mapping is the fundamental first step for any digital transformation.
The 4 Main Types of Business Process Maps
There is no single ‘right’ way to map a process. The chosen method depends on the goal of the exercise and the complexity of the process.
1. The Basic Flowchart
This is the most common and simplest form. It uses standard symbols to represent a process sequentially from start to finish. Ideal for simple, linear processes without too many involved parties.
2. Swimlane Diagram (Cross-functional Flowchart)
Once a process spans multiple departments or systems, the swimlane diagram is the best choice. It divides the flowchart into horizontal or vertical ‘lanes’, where each lane represents a different role, department, or system. This makes it clear at a glance who is responsible for what and where the high-risk handovers occur.
3. Value Stream Mapping (VSM)
A technique originating from Lean management, based on the methodologies of the Lean Enterprise Institute. VSM looks at the broader flow of materials and information required to deliver a product or service to the customer. The unique aspect of VSM is that it also measures time (both processing time and waiting time), with the primary goal of eliminating waste.
4. SIPOC Diagram
SIPOC stands for Supplier, Input, Process, Output, Customer. It is more of a high-level table than a detailed flowchart. It is often used at the start of an improvement project (such as Six Sigma) to clearly define the scope of the process in broad terms.
Step-by-Step Plan: How Do You Create a Business Process Map?
Ready to start process modeling yourself? Follow this proven step-by-step plan.
Determine the Scope and Goal: Do not start drawing blindly. Determine which process you are going to analyze and exactly where the process begins and ends.
Assemble the Right Team: Drawing a process from an ivory tower does not work. Involve the people who actually perform the work daily (the Subject Matter Experts).
Gather Data and Define the Steps: Make a rough inventory of all steps. Ask those involved: What do you do next? Who makes this decision?
Arrange Steps in Sequential Order: Place all individual actions in chronological order. Use the correct symbols and draw arrows to indicate the flow. This is your ‘As-Is’ map.
Review and Validate: Present the drawn map back to the employees. Adjust the diagram based on their feedback until there is consensus.
Analyze and Optimize: Where are the delays? Which steps add no value? Use this to design a new, improved process (the ‘To-Be’ map).
KPIs: How Do You Measure the Success of a Process?
Mapping a process is only the beginning; optimization is the ultimate goal. To know if your new ‘To-Be’ process is actually performing better, you must make it measurable. Use the following Key Performance Indicators (KPIs) for this:
Lead Time: The total time that elapses from the moment a process starts (e.g., a customer places an order) until the moment the process is fully completed (the customer receives the package).
Cycle Time: The actual time actively spent on a task, excluding waiting times. If a document sits on a desk for 3 days but the review only takes 10 minutes, the cycle time is 10 minutes (but the lead time is 3 days).
First Time Right (FTR): The percentage of output that passes through the process in one go without errors or corrections. A low FTR indicates ambiguities or poor quality controls in the preceding steps.
The Standard Language: Important BPMN Symbols
While you can devise your own symbols, the BPMN standard (Business Process Model and Notation) is widely used globally. For full documentation, you can refer to the official BPMN specifications at BPMN.org. The basics consist of:
Oval (or rounded rectangle): Indicates the start or end of a process.
Rectangle: Represents a process step, action, or task.
Diamond: A decision point where the process splits (e.g., Yes/No).
Arrows: Indicate the direction (the flow) of the process.
Cylinder: Represents a database or IT system where data is stored.
Common Pitfalls in Process Mapping
Too much detail: Do not try to capture every mouse click. Keep it at a workable level of abstraction.
Drawing the ‘To-Be’ situation instead of the ‘As-Is’: Be honest about the current pain points in the organization. Draw the reality, not the wish.
Creating a static document: A process map that disappears into a desk drawer once drawn is useless. Processes change, so maps must be updated periodically.
