On Friday I was audited If you live in a corporate world you will be familiar with the sensation. I’d like to say I felt warm all over, but I would be lying (lying through my teeth). I was put through a “process audit” by an auditor in his mid 20’s, 6 foot 2 inches, […]
Swim Lanes
From time to time, people ask me what is the best way to draw a process map. (Maybe they, or I, should get out more.) A better question is why are you drawing a process map? So that you can agree what the process is So you can communicate a process So you can spot […]
Process Standards
The Problem:How do you make sure that all your agents follow a standard process? A Commonly Held Solution:Map all your processes and hold them in a “repository” where everyone can see them. Some Questions: How do you document everything in the first place? Who should you involve? Where do you draw the line? How do […]
Top 10 Process Mapping Sins
Not being clear on the scope: how will you know when to stop? Not gaining buy in: whose back yard are you digging in? Not explaining what you are doing: at best staff will be suspicious, at worst they will turn nasty. (Positioning your work as a cost saving initiative is not going to help […]