Part One: The Basics
In a previous article, we looked at the question “What is a process map?“. The obvious follow up question to someone on the path of discovery is “OK, but what are the benefits of process mapping?”. Well, I’m glad you asked, because there are many...
Here, we’ll answer the question “What are the benefits of process mapping?” by running through some of those benefits that, if done correctly, process mapping can deliver very quickly. From simply getting clarity around how your business operates, through to using the documented business processes to support staff training and onboarding.
1) Clarity Around How Your Business Operates
For most companies, process mapping is revelatory about how their business really operates.
You see, people don’t tend to think about their jobs or tasks in terms of individual steps. They see it at a higher level, normally as a whole or at most, a fairly small number of ‘checkpoint’ type steps.
If you think about any regular task you perform, this makes sense. If you’re making a cup of tea, most people wouldn’t consciously think of each small step – boil kettle, get teabag, get mug etc. They just do it. This is the same with regards to someone’s role or job.
‘As-Is’ process mapping provides a ‘warts and all’ view of your ways of working. Seeing a process laid out step-by-step is often the first time someone has seen or thought about a process in this way. When we run mapping sessions with clients, we often hear remarks such as ‘When you look at it like that, there is a lot more complexity that I thought” or even “It doesn’t really make sense when you see it all laid out”. A good, clear map allows the reader to step back and see the process as a whole.
2) Understanding Process Variation
Process variation is where the ‘same’ task is performed differently depending on who is doing it, the client they are doing it for, the way they were trained to name but a few reasons.
Some variation, so long as it is known and accepted (and ideally documented) is acceptable. For example you might choose to service a key client differently to others. Unacceptable variation is a whole different matter. This is where the different ways of working are not known about. When this happens, numerous challenges are introduced, such as untracked risk, additional costs through inefficient working, or reduced client service.
By using the right techniques, process mapping your ways of working will bring any process variation to the surface. It will allow you to understand exactly what is happening and decide what should stay and what needs to be eliminated.
It’s a step towards standardising your ways of working and systemising your business.
3) Gain Visibility Around Handoffs Between Teams
Processes are not always performed within a single team. Often there are points at which a task or job is handed over from one team to another. When this happens it is critical that there is clarity and agreement over exactly what that handover ‘looks’ like.
There needs to be certainty around exactly what is being handed over (e.g. the format, the content) and when (i.e. is there a deadline for when the handover needs to take place?). If these things are not defined and aligned, then it’s going to cause problems – most likely for the receiving team. It can create delays, rework and errors if allowed to continue unchecked.
You might be surprised at how many businesses we work with where there isn’t alignment but people simply accept it as ‘the way we’ve always done it‘.
A good process map will be clear on where handoffs between teams happen and specify exactly how it should operate. some process mapping tools will allow you to link processes to further reinforce the connection between them.
4) Support Staff Onboarding
A quick search on Google for something like ‘poor employee onboarding statistics’ will return a plethora of worrying data. To summarise: employees who experience a less than satisfactory onboarding experience are far more likely to leave the company after a short period of time.
Not only is this financially damaging for the company (due to the cost of recruiting a new employee) but it can also be reputationally damaging, making it harder to attract the best employees.
An undefined onboarding process can lead to issues such as equipment not being ready on their start date, induction training not being prepared, building passes not being ready. None of these give the new starter a particularly warm feeling about their new role, but they are entirely avoidable.
Excuses such as “I thought HR did that bit” or “I didn’t know they were starting today!” can be mitigated by having clearly defined process maps in place.
Good business process mapping will be clear on exactly who is responsible for each step, show deadlines for when tasks need to be completed by, and the actions to take when they are missed.
Of course, process mapping still needs to be supported by a human approach to onboarding new staff, but it is the foundation for ensuring your business delivers a positive experience.
You could also apply many of the above principles to ensure your business has an exceptional customer onboarding process.
5) Enhance Staff Training
The use of process maps can help to improve your staff training efforts. Whether being trained as a new employee or cross training an existing employee, a defined process makes the outcome more predictable and reliable.
Without a documented process, the chances are that any on the job training will be delivered by another team member. They might have their own way of performing the role which is full of bad habits and inefficiencies. Guess what? They are now passing those same ways of working onto somebody else.
Worse still, the person being trained might now be relying on their own handwritten notes to perform the role. Any lack of clarity could result in their own process being developed.
A process map ensures that there is only one recognised way of working. Some process mapping software allows you to request ‘acknowledgements’ from the trainees that they understand and will follow the company standard.
If processes change in the future, then good business process management will ensure that the maps are updated on a timely basis and, following the same approach mentioned above, rolled out to the relevant employees for acknowledgement.
TL;DR – What Are The Benefits Of Process Mapping?
There are many benefits to be derived from process mapping. Some of the most apparent are:
Clarity: Process mapping helps businesses gain clarity about how their operations actually work, breaking down tasks into step-by-step processes. This can reveal complexities and inefficiencies that were not apparent before.
Understanding Process Variation: It helps identify variations in how tasks are performed, allowing businesses to decide what should remain and what needs improvement or standardisation. Unacceptable variations can lead to risks, increased costs, and reduced client service.
Visibility Around Team Handoffs: Process maps highlight points where tasks are handed over between teams. Clear expectations for these handovers can prevent delays, errors, and rework, enhancing overall efficiency.
Support Staff Onboarding: A well-defined business process map facilitates smoother onboarding for new employees, ensuring that equipment, training, and other preparations are ready on time. This improves the onboarding experience, reduces turnover, and enhances the company’s reputation.
Enhance Staff Training: Process maps are useful for training both new and existing employees. They provide a standardised way of working and prevent the spread of bad habits or inefficiencies. Some process mapping tools even allow for trainee acknowledgments of adherence to company standards.
Ready For More?
In the follow-up to this article, we take a deeper dive into the benefits that can be achieved through process mapping, looking at opportunities such as digital transformation (such as process automation) and other types of process improvement.