Consulting toolkit process mapping
- 1. CONSULTING TOOLKIT Consulting skills: Process Mapping © 2007-2012 IESIES Development Ltd. All Ltd. Reserved © 2007-2012 Development Rights All Rights Reserved
- 2. There will be a key process you need to understand on most consulting projects PROCESS MAPPING WHAT? Creating a map of all the activities, decision points and information flows in a specific business process WHY? Businesses create value in their processes (e.g. product development, key account management, brand planning) Mapping a process helps you identify how it can be improved HOW? Define the scope of a specific process List the steps Draw the process map with appropriate symbols Bake until golden brown © 2007-2012 IES Development Ltd. All Rights Reserved
- 3. Processes are mapped using standard symbols so they can be quickly understood STANDARD PROCESS MAPPING SYMBOLS Start Point Physical Flow Yes Decision End Activity Decision Point Point No Information 2007-2012 IES Development Ltd. All Rights Reserved © Flow
- 4. Processes are mapped using standard symbols so they can be quickly understood PROCESS MAPPING OF OUR CONSULTING PROPOSAL PROCESS Initial Briefing Does prof Yes Does client Yes Prepare Proposal approve approve proposal approved proposal? proposal? No No Feedback © 2007-2012 IES Development Ltd. All Rights Reserved
- 5. With experience, your process maps will become more useful •Map what ACTUALLY happens, not what should happen, or the manual says happens •Map with pencil and paper, TOGETHER with the people who work on the process •Set boundaries; start with the big picture and progressively add more detail •Know what questions you are looking to answer: Reduce cost? Speed up? Improve quality? Improve experience? •Mapping holistic processes ACROSS functional boundaries or from unusual perspectives (e.g. customers) generates the best insights © 2007-2012 IES Development Ltd. All Rights Reserved
- 6. Even simple process mapping can provide insights Source: http://interactive.cabinetoffice.gov.uk/strategy/survivalguide/index.htm © 2007-2012 IES Development Ltd. All Rights Reserved
- 7. You can map processes at different levels of detail, depending what sort of insights you want LOW DETAIL OK HIGH DETAIL REQUIRED e.g. Mapping customer experience e.g. Redesigning a manufacturing to explore customer perspective process BLOOD TESTING PROCESS MAPPING ASSEMBLY PROCESS Need insight from holistic perspective Need timings and costs for each stage Source: strategosinc.com YYDDMM Syndicate Case_name © 2007-2012 IES Development Ltd. All Rights Reserved 6
- 8. Mapping the full customer experience is very valuable for any service business CUSTOMER EXPERIENCE MAPPING FOR AN AIRLINE FLIGHT • Are you mapping end-to-end, not just the parts you see? • Where will your brand touch the customer? • Where will you “wow” the customer? Source: experiencematters.wordpress.com YYDDMM Syndicate Case_name © 2007-2012 IES Development Ltd. All Rights Reserved 7
- 9. Process maps are even more valuable if you quantify them IBM SIGNATURE SELLING METHODOLOGY 40% 50% 67% 75% Source: dantepro.com YYDDMM Syndicate Case_name © 2007-2012 IES Development Ltd. All Rights Reserved 8