A process map is a visual diagram of a process that involves multiple steps. Maps help give managers a comprehensive overview of a process in order to spot inefficiencies, slack time or bottleneck activities. Small businesses can use process maps for virtually any productive process.
A process map for the sale of a hamburger at a fast food restaurant contains several nodes, or steps. First, a manager places an order for beef patties, cheese, condiments, lettuce and buns. At the same time, the manager places an order for napkins, wrappers and carryout bags. Both orders can be represented in a single node. The next two nodes can represent the receipt and storage of the ordered items. As the process continues, an employee enters a customer's order into a point-of-sale (POS) system. Then the POS displays the order information on computer screens at the hamburger assembly station and the expediting station. Next, the assembly employee puts the burger together, wraps the burger and passes it off to the expediting station. The expediting employee places the wrapped burger in a bag with a few napkins, and hands the finished product to the customer.
In a simple process diagram for the manufacturing of plastic bottles, the company first places an order for plastic pellets, plastic labels and industrial printer ink. The process then could break into three process lines. In one node, employees pour a batch of pellets into a machine that melts the plastic down and add certain chemicals to make a light, clear material. In another node, workers pour pellets into another machine that melts them down into a harder, opaque plastic for the cap. In the third node, an industrial printer prints off labels in large sheets. Next, the first batch of plastic moves into a machine that molds it into bottle shapes, while the second batch moves into a machine that molds it into bottle-cap shapes. Concurrently, the large sheets of labels enter a machine that separates each label and lines them up in a queue. Next, another machine cools the bottles and caps. Employees place the caps in large bins and move them to a work area. The bottles and labels lines merge as a machine places the labels on the bottles and places the labeled bottles in bins that are sent to the same work area as the caps. All three process lines merge as employees place groups of 50 bottles in boxes, while simultaneously placing 50 caps in a small bag and placing it in the boxes with the bottles. The boxes proceed to the shipping department to be shipped to customers around the country.
Office processes can be mapped as well. For a new insurance policy, for example, a potential client fills out an online application, and the company's website forwards the application electronically to an underwriter. The underwriter then considers the application and makes a decision. Here, the process could split into two possibilities. If the application is denied, the underwriter makes a note in a database and sends an email to the applicant. If the application is accepted, the underwriter passes the application on to the processing department and sends an email to the applicant. The processing department then contacts the applicant and walks him through the process of signing documents and paying the first premium.
- process flow image by Christopher Hall from Fotolia.com