Process Mapping and Systems Thinking

Using Process Analysis to Define & Solve Business Challenges

Process Mapping is the essential foundation for every approach to quality improvement (Six Sigma, Lean, RPI, reengineering) and workflow automation (ERP, BPMS, CRM). However, business processes do not exist in a vacuum. Before mapping and improving how work gets done, it is essential to understand the business system in which a process operates, lest we create a more efficient system for garbage-in, garbage-out.

This practical, how-to-do-it program delivers a one-two punch: Systems thinking techniques to clarify the “big picture” and a toolbox of mapping techniques that will enable you to streamline and redesign performance. It will arm you with the knowledge you need to analyze the way your organization really operates, to identify opportunities for eliminate waste and inefficiency. and to identify upstream metrics that will help your organization manage quality, customer service, productivity and financial performance.

Certificate:  This course is part of a Certificate Series, should you choose to enroll in the series and receive 15% discount.  Click HERE for details

Learning Objectives:

  • Identify and understand your organization's true core processes
  • Recognize and remove activities that do not add value
  • Eliminate systemic flaws that result in poor quality
  • Document processes for knowledge management or BPM initiatives
  • Identify critical “pulse points” or lead measurements
  • View customer/supplier relationships and their impact on your system
  • Engage business leaders, users and customers in process change efforts

 Course Outline:

  • Systems Thinking: Seeing the Big Picture
    • The evolution of process management
    • Operational excellence vs. strategic BPM
    • Traditional problem solving vs. systems thinking
    • Creating a System Map
    • Clarifying customer needs and gaps
    • Scoping the process improve/redesign project
  • Mapping & Analysis: Inside the Black Box
    • Process and Workflow Diagrams
      • Top-Down Flow Chart
      • Block Diagram
      • Activity/ Spaghetti
      • Work Flow Diagram
      • Cross-Functional Flow Chart
    • When to use each chart
    • Analyzing Process Flowcharts
      • Streamlining the Value Engine
      • Optimizing Flow and Capacity
    • Process Measures: Identifying the Right "Pluse Points"
    • Class Exercise: Putting it all together
  • Getting There: Next Steps
    • Incremental improvement vs. redesign opportunities
    • Creating the right documentation for your purposes

Target Audience:

  • Managers, who need to improve efficiency or customer satisfaction
  • Process Owner
  • Process, Workflow or Business Analyst
  • Project Manager
  • Preparing for an IT upgrade or transformation project
  • Actively involved in your organization's performance improvement, Lean or Six Sigma efforts

The skills delivered in this seminar can be applied in manufacturing, service, health care and public sector organizations.

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The tools and concepts taught in this seminar are compatible with the ABPMP’s Comprehensive Body of Knowledge 3.0.


The Project Management Institute and PMP are registered marks of the Project Management Institute, Inc.

There are no scheduled sessions at this time. Sign up to be notified when this course is available.

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