How can process mapping increase transparency and accountability in your business?

In my role as a Global Commercial Director, I employed Value Stream Mapping following the introduction of a new technology that we wished to deliver to our customers. This began with creating the value proposition, both quantitatively and qualitatively, and then mapping out how to effectively communicate it to our customers. After identifying the value proposition, I defined our current state of the business and then mapped the process to achieve our desired future state. To reach this final stage gate, I implemented an overarching timeline, information flow method, and the action plan which was interrelated to each deliverable within the timeline.   Combining a holistic map and delineating it into more defined steps, we achieved our goal.

In my role process maps show me in some detail the flow of processes operating within the area subject to audit and related key controls.

Process is a workflow which clarifies handoff points, inputs outputs and dependencies. By mapping all this it gets easier to set the right expectations within the team.

Start by asking what exactly we need? Who would be providing it? And why we need it in first place? Who need to review it? Who is final approver? Process clarifies information mining, artefacts creation of any and governance needed and makes all nodes transparent.

If you want to go a step further, do these 2 additional things to amplify the benefits to your organisation: (1) Enhance the richness of your process activities by using meta data to include not just those Responsible roles/partied, but also those roles/parties that are Consulted, Informed and who are Accountable (aka the RACI). (2) Ensure the organisations process architecture is aligned to a Process Ownership model. This ensure each process has an agreed owner, who is responsible for ensuring upkeep management and continuous improvement of the process in real life.

As process maps considers roles it helps to clearly define accountability and places where collaboration is expected. Process maps help to minimise assumptions, confusion and greatly reduces conflicts. With a robust process success scenarios become replicable by avoiding ambiguity.

With up to date process maps and regular reviews, everyone becomes accountable for modifying the process if something is not working instead of finding a workaround. This allows for more transparency as every issue can be discussed as a team instead of being hidden in a secret parallel process. A good process map also clarifies expectations and responsibilities accross the organization, resulting in more fairness overall as everyone is aware of the desired performance and goals.

The most important thing is to observe the process before mapping the process. It's not about spending time in a meeting room drawing what we believe happens, we need the team members to go where the work happens and see what is really going on. The real process is often much more complex than the process everyone have in their heads.