Process Mapping in Practice

Henry Sempangi, David Cracknell, Madhurantika Moulick and Hermann Messan

March 2005

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Acronyms used in this report
DQA Domicile Quick Account – Tanzania Postal Bank’s savings product
FINCA Foundation for International Community Assistance
KPOSB Kenya Post Office Savings Bank
MFI Microfinance Institution
TPB Tanzania Postal Bank
UMU Uganda Microfinance Union

Please Provide Feedback to MicroSave

This report summarises lessons learned from MicroSave’s work with its Action Research Programme on
Process Mapping. However, MicroSave is conscious of the evolution of the microfinance industry
worldwide. Many microfinance institutions are now aware of the need to continuously improve their
processes and procedures in order to compete with the ever changing market environment.

MicroSave would be very interested to learn more about other institutions application of the process
mapping. We would like to obtain your feedback on the usefulness of the MicroSave range of studies and
toolkits, so that they can be improved further. Feedback can be addressed to the MicroSave team on
[email protected].

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 Process Mapping in Practice
Henry Sempangi, David Cracknell, Madhurantika Moulick and Hermann Messan

Introduction
This paper summarises the experience that MicroSave has gained in process mapping through working
with its Action Research Partners. It highlights key benefits, which can be achieved through process
mapping. It presents brief case studies detailing the experience of Tanzania Postal Bank and Equity Bank
in Kenya. Finally it provides tips on how to overcome common challenges faced during the process
mapping exercise.

MicroSave’s Experience: MicroSave has now worked with six of its eleven Action Research Partners
and Action Research Associates to introduce process mapping and implement process improvements.
Two of the remaining institutions, Teba Bank and Credit Indemnity already use process mapping
extensively. In the final three institutions, process mapping has been used more selectively for new
product development.

Benefits and Costs: Positive results have been experienced from all institutions that have introduced
process mapping. Process mapping has had far greater strategic, management and operational impacts
than suggested by simply reworking processes. Institutions have reported a significant number of “quick
wins.” This may reflect the prior absence of a mechanism to review processes holistically. Costs of
implementing process mapping have varied considerably, from the time taken to map individual
processes to much larger teams and greater institutional involvement required in mapping an institution.

Case studies: Two case studies are presented. Equity Bank reports improved risk management,
standardised operations, improved training, enhancements in the banking system and customer service,
but also notes the considerable challenges it has had to meet along the way. Process mapping at Tanzania
Postal Bank has brought fewer definable benefits, but process mapping was also a much shorter more
focused exercise than at Equity Bank.

Tips and Challenges: Using the experience of MicroSave in working through process mapping with its
Action Research Partners, MicroSave has identified generic challenges at each stage of the process. It
proposes strategies for managing these challenges. Many of the tips and challenges relate to ensuring that
appropriate personnel are engaged at each step of the process mapping exercise, to ensure that sufficient
skills and experience are reflected in the design of new processes.

As with other institutional interventions, communication is a recurrent theme in maximising the potential
of process mapping – whether this relates to ensuring buy-in, process redesign, or implementation of
new processes.

Institutionalising Process Mapping: Institutions that start by process mapping individual processes
frequently end up mapping much of their operations. This is the greatest evidence that institutions value
process mapping as a tool. In some cases the responsibility to update and maintain processes has been
formally incorporated into job descriptions. One additional incentive for institutionalising process
mapping is that it is a key component of international quality standards such as ISO 9001.

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BRIEF INTRODUCTION TO PROCESS MAPPING1
Process mapping is a technique for making workflows visible. A process map is a flowchart which shows
who is doing what, with whom, when and for how long. It shows how operational decisions are made and
the sequence of events. Process maps are good for streamlining work activities and explain to new
people, as well as internal and external customers, "what we do around here." They also can help in the
effort to reduce cycle time, avoid rework, eliminate some inspections or quality control steps, and prevent
errors.

Process mapping considers three states sequentially:

“As Is” maps show how processes are currently being performed.
“Should Be” maps show prescribed procedures, usually in accordance with the organisations policies
and procedures manuals.
“Could Be” maps indicate how the procedures detailed in “As Is” and “Should Be Maps can be
redesigned to improve efficiency and reduce risks.

In each of the three states, MicroSave’s approach considers four levels of analysis. Firstly, the map itself,
secondly, a brief description of the process, thirdly analysis of the risks involved in the process and lastly
potential controls to mitigate those risks.

Properly used, process maps bring a strategic approach to process improvement and business
management. MicroSave’s process mapping exercises consist of ten key steps, which are outlined in the
diagram overleaf.

1
Process mapping is described in detail in “A Toolkit for Process Mapping for MFIs” Champagne et al, (2004).

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 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Steps 9/10
CONCERNED PRIMARILY WITH
CONCERNED PRIMARILY WITH “AS IS” PROCESS STATE “SHOULD BE” OR “COULD BE” STATES

Gather Construct Analyse Map – Analyse Distribute Implement

Identify & Choose Assemble an Define
Stage I Map – Findings
prioritise process appropriate Process Data Map
operational to be team Stage II
gaps
mapped

What does the map

Name the Gather say about process? Brainstor
List out Choose Compose an process Data ming
appropriate Construct Prepare Testing
operational most - what Stages II,
(winning) “As Is”
BRAINSTORMING STAGE I, summary - test
gaps important - when LARGE GROUP Smaller document with
team Map, a changes
gap (s) Specify - how Group - monitor
PM - where descriptive - problems,
map of - Is - Is - use
objectives recommended
process implementation process feedback
changes and
Select team of process/ optimal? 1. Can the benefits
process be to finalize
Prioritize Identify leader and controls as it - indicators of
Identify further success process,
them processes outline “Should Be”?
boundaries Proofread optimized? - testing action its map
linked to responsibilit
(start/stop Map 2. Are there plan and other
these -ies document
gap(s) points) still
- Will uncovered risks uncovered ti
still remain even if risks that
implementation is as it need
Define “Should Be”? Roll out
Define redesign?
task to -roll out
inputs and 3. How can
team and process
specify implement
inform through an
outputs Enhance Re-design and ation be
others in implement
MFI that Implementat- Re- further ation plan
team will ion engineering enhanced? with
be Identify Problem Solving, Process proper
working customers Improvement and Risk timelines,
on a PM & suppliers Management Analysis people,
assign- Update and places etc
ment Finalise
Maps to
Fine-tune Maps to reflect reflect above
Identify above with options of
principle with options
tasks of
- “Should Be” Maps - “Should
within - “Could Be” Maps
boundary Be” Maps
- “Could
Be” Maps
Process Mapping In Practice – Sempangi, Cracknell, Moulick and Messan 3

MicroSave’s EXPERIENCE IN PROCESS MAPPING

After developing the process mapping toolkit, MicroSave worked with its Action Research Partners to
introduce process mapping. The table below summarises the extent to which each institution has adopted
the technique and how it has been used.

Table 2: Initial Application of Process Mapping by Selected MicroSave Action Research Partners
Institution Processes Mapped How Process Mapping was Used
• Process mapped all processes • Initially used process mapping to improve
from six departments processes for better customer service
• Transformed existing manuals into process maps,
Equity Bank to make them more user friendly
• Existing process maps are being used as a basis for
risk analysis and compliance with the central bank
requirements
• Interest insertion in Passbook • Improve level of customer service
• Passbook replacement • Improve and streamline processes
Kenya Post
• Bidii product – all aspects • Improve the tracking of passbooks
Office Savings
Bank • 31 new processes are being • Improve utilisation of staff
mapped at the time of writing this • Documenting the Bidii product during product
paper. development
• Passbook withdrawals • Improve the level of customer service for
• Passbook deposits passbook holders
Tanzania Postal
• Individual microcredit loans • Increase speed and accuracy of end of day
Bank
• End of day processes procedures
• Improvements in micro-credit delivery mechanism
• Loan approval processes • Defining processes for decentralised structure
FINCA – • Working Capital Loan • Defining procedures for new products
Tanzania • Risk Analysis for existing and new products
• Optimal utilisation of human resources
• Individual lending • To increase efficiency and control costs
• Savings • To improve field officer placement
FINCA Uganda
• Back office processes
• Front office processes
• Procurement
• Ordinary savings • Improving the level of customer service
Commercial • Duka loan • Used as a beginning for systems audit
Microfinance • Statutory and management • Documentation of existing policies and procedures
Limited – Reporting • To provide a base for risk analysis
Uganda • Treasury management
• Disaster recovery

THE BENEFITS OF PROCESS MAPPING

Action Research Partners have reported extremely positive results from process mapping exercise2. In
many institutions this may reflect the prior absence of a mechanism to review processes holistically
combined with the organic growth of processes over a long period of time. This suggests that major
benefits can be obtained from a first round of process mapping and that subsequent benefits from process
maintenance may be less. Benefits from process mapping are derived from improved, more efficient
processes or processes which are better able to manage or control for risk. Such benefits operate at
strategic, managerial and operational levels.

Strategic Benefits
Process mapping brings high-level broad based benefits to an institution. These benefits are explored in
table 3.

2
To see if your institution can benefit from process mapping see the rapid self assessment test in Annex 1

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Process Mapping In Practice – Sempangi, Cracknell, Moulick and Messan 4

Table 3: Strategic Benefits from Process Mapping

Area of Benefit Strategic Benefit How is this Achieved
Internal Audit / Improved audit function Risks are quickly identified and adequate responses designed.
Risk Management Enhanced control Risk mitigation tactics and procedures are regularly monitored
environment and assessed.
Human Resource Improved allocation of human Improved assignment of tasks between individuals; assessment
Management resources of process related blockages often leads to reallocation of
staff. More efficient use of staff through process improvement.
Standardisation Consistent processes and Process Maps can act as reference points for day-to-day work
procedures throughout the as they are easy to refer to, read and understand.
institution
Feedback Loop Improved decision making Properly drawn maps identify information flows to and from
management and thereby can guide and improve decision-
making.
Customer Service Better client oriented By examining processes for bottlenecks, sources of delay,
operations and banking preventable errors, role ambiguity, duplications, unnecessary
environment handovers and cycle time an institution will improve service
levels.
Change Informs change management Highlights process and many non-process areas for change and
Management provides a structure for process related changes to be tested.
Costing More strategic use of Particularly when process mapping is combined with Activity
resources Based Costing it can enable an institution to make more
strategic use of its resources.

Risk management: The systematic application of the process-mapping tool assesses potential risks and
examines existing risk mitigation tactics. For Tanzania Postal Bank (TPB) process mapping was a first
step in a holistic risk assessment exercise at the institution level. TPB assessed its credit program’s
internal control mechanisms. Detailed analysis of core loan disbursement and recovery processes helped
the bank to identify risks within processes, determine risk drivers, evaluate impacts and come out with
mitigation strategies.

Human resource management: The allocation of staff within a financial institution is often in response to
particular operational requirements; for example, the need to perform passbook reconciliations at TPB
led to gradual growth in the reconciliation department. Such organic growth in staff is not easily reversed
when the immediate need is over. Where process mapping extends throughout an institution it can
reassess staff requirements, redefine key roles and responsibilities and release staff for new duties.

Standardisation of practices: Unless well controlled processes are applied differently across an
institution. Process maps can identify where and why this is happening. Careful analysis will allow the
institution to select and apply the most appropriate procedures across the entire organisation. For
example, U-Trust in Uganda recognised differences in the application of processes between its rural and
urban branches, and was able to harmonise processes across branches. Key to achieving standardisation
is careful communication of new procedures to staff, in Equity Bank process maps are posted on the
intranet. Staff are then able to refer to the process maps if they are not sure of a particular procedure.

Feedback loop: The process-mapping exercise collects information through discussions with different
actors involved in each process (clients, front office staff, middle and senior management, and external
partners). It can be used to strengthen the feedback loop between customers and their concerns and senior
management by examining how client based feedback mechanisms can be built into core processes.

Customer service: Process mapping can highlight additional costs borne by clients in accessing services.
Client related costs can be financial or can include time spent in accessing the service, so called
opportunity costs. Generally more efficient internal processes improve the quality of the institution’s
services and reduce opportunity costs. At times a simple reorganisation of the banking hall creates a
customer friendly environment and provider easier client access to services. Process mapping

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Process Mapping In Practice – Sempangi, Cracknell, Moulick and Messan 5

reemphasised poor customer service as a key issue for clients’ dissatisfaction at KPOSB. To address this,
KPOSB is implementing changes such as significant reduction of delays in passbooks related processes
and recruitment of customer service officers for its branches.

Change management: Ensuring that processes are appropriate, customer friendly, efficient and manage
risk covers aspects often addressed in change management programmes. Process mapping informs
change management initiatives and is therefore best addressed during the early stages of a change
management programme. To ensure that the impact of change management and process mapping
initiatives are mutually reinforcing the senior manager on the process mapping team should be part of the
change management team.

Activity Based Costing: A detailed understanding of processes, risks and efficiencies should reduce costs
and/or increase profitability. Process mapping enables processes to be clearly defined and by
standardising the application of processes it increases the relevance and reliability of Activity Based
Costing. It also facilitates the creation of a detailed activity dictionary and can be adapted to produce
many of the timings required to create cost drivers.

Management Benefits
Process mapping enables an institution to manage itself more effectively and more efficiently, through a
range of management benefits. These are explored in table 4.
Table 4: Management Benefits of Process Mapping
Area of Benefit Management Benefit How is this achieved
Cost Control Reduces product delivery Increasing efficiency through the identification and
costs elimination of duplications and/or unnecessary
procedures while managing risk.
Banking/ MIS audit and improvement Operations inefficiencies can be linked to MIS limits and
Management weaknesses.
Information Systems
Staff performance Increased ability to monitor Enables staff performance to be monitored through
and maintain performance rationalising tasks performed and by developing
levels performance based indicators.
Staff training User-friendly training Flowcharts are easy to understand and to share across
materials organisation.

Cost control: Process mapping enables procedure related bottlenecks and delays to be identified and
removed. The clearest example of this is the introduction of new deposit taking procedures at Kenya Post
Office Savings Bank (KPOSB) for their passbook based Ordinary Savings Account. Whilst no formal
study has been carried out to quantify the cost saving, queues in crowded banking halls have been
significantly reduced, and the delay in retrieving customers’ records from the bank stores eliminated. For
Commercial Microfinance (CMF) in Uganda the decision to simplify loan application procedures has not
only saved CMF managers and clients’ considerable time, but has reduced loan documentation costs.
Cost control was a specific objective of process mapping for FINCA Uganda. FINCA has not seen an
immediate reduction in costs but it has reported increased efficiency with an increase in both field officer
caseload and portfolio outstanding and a consequent slow down in recruitment.

Banking and Management Information Systems: Mapping procedures highlights inefficiencies in the
operation of Banking and Management Information Systems. It provides an excellent starting point for
system audits. FINCA Uganda used process mapping to identify weaknesses in its current banking
system and required improvements. This led to a more in-depth system audit, which will be used to
finalise upgrades. CMF used process mapping to document and improve their disaster recovery
procedures.

Staff performance: Process mapping can revolutionise assessment of staff performance. It enables the
creation of performance standards by determining how long should a particular process take. Through
encouraging consistent application of processes, process mapping makes it easier to identify staff that are
performing beyond or below expectations. Thirdly, it improves attribution of performance through
streamlining processes and removing excessive handovers.

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Process Mapping In Practice – Sempangi, Cracknell, Moulick and Messan 6

Staff training: As a visual tool, process maps can replace pages of text, and facilitate rapid learning. As
such they are invaluable in training new staff or for retraining existing staff. Equity Bank is using process
maps to train staff on new processes in the wake of transforming into a bank.

Operational Benefits
Beyond high-level strategic benefits and day-to-day benefits in managing a financial institution,
operational benefits can accrue from process mapping. These are explored further in Table 5.
Table 5: Operational Benefits from Process Mapping
Area of Benefit Operational Benefit How is this achieved
Documentation Rationalised documentation. Identification and removal of unnecessary documentation.
Improved and more user- Flowcharts provide process oriented, easy to read and
friendly manuals. understandable procedure manuals.
New product More effective product Engineering and refining processes to ease service
development processes delivery, avoid risks and overall system change.
Product and process Improved understanding and Through simplifying procedures and making product
knowledge implementation of products delivery more consistent and through using improved
/processes documentation for training and reference.
Maintaining service Getting recognition and Following standard process, adhering to statutory
quality establishing quality requirements

Reduced documentation: Process mapping tracks documentation flows and provides an opportunity for
management to assess the value of a document to the institution alongside the impact of documentation
requirements on the customer. Most Action Research Partners have cited a reduction in documentation as
a major benefit from process mapping. CMF has reduced its loan application documentation for small to
medium sized loans, by consolidating information requirements into a single loan agreement. Account
opening documentation has reduced from three forms and an account record card to one form and one
record card.

Improved product and process knowledge: Streamlining, and simplifying processes, and improving
training results in greater consistency in product and process knowledge. This has a range of downstream
benefits that include greater consistency of service delivery and responses to customers’ questions.

New product development: Process mapping enables new product procedures to be easily adapted from
existing procedures or developed from scratch and changed easily before they are written into policies
and procedure guides. FINCA Tanzania, have used process mapping extensively to develop and
document new procedures around a range of individual lending products. U-Trust in Uganda used
process mapping to develop procedures for their new open savings products.

Maintaining service quality: Service quality is enhanced through streamlining processes and reducing
handovers. Furthermore, process mapping with a focus on risk analysis makes an institution strong and
less open to events like frauds, defaults. It facilitates compliance with statutory or legal requirements.

MINI CASE STUDIES OF PROCESS MAPPING IN PRACTICE

The following case studies of process mapping in practice have been developed based on the experience
of process mapping at Tanzania Postal Bank and Equity Bank in Kenya.

Process Mapping at Tanzania Postal Bank

Tanzania Postal Bank (TPB) was known in its market as a parastatal savings bank with full banking halls
and poor customer service, but with the advantage of a wide network of branches and postal agencies.
Faced with these problems TPB decided to implement process mapping on its core deposit and
withdrawal processes. It identified a number of quick wins, which are presented in Table 6.

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Process Mapping In Practice – Sempangi, Cracknell, Moulick and Messan 7

Table 6: Process Mapping Produces Quick Wins For Tanzania Postal Bank
Recommendation Justification Additional Action
Required
WITHDRAWAL PROCESS
1. Increase authorisation limits: This been tested Increased audit
- Teller Tsh. 100,000 successfully in one branch. supervision and
- Supervisor TSh. 250,000 It significantly reduces customer feedback
- Branch Finance Officer Tsh. 500,000 referrals of passbooks to the mechanisms.
- Branch Manager Tsh.1,000,000 and above back office.

2. Introduce queue management systems This ensures customers are Introduce queuing
served on a first come first dividers/ropes where
served basis. feasible.
3. Place note counting machines in busy locations This reduces the time taken Purchase note-
to count large quantities of counting machines
notes. for busy locations.
DEPOSIT PROCESS
1. Deposit taking limits should be stepped up to be To reduce the number of Increased audit
as follows: times a teller has to refer supervision and
Tellers: Tsh. 500,000 passbooks to the back office customer feedback
Supervisor: BFO/RFO and BM/RM above Tsh. for authorization. mechanisms.
500,000

END OF DAY PROCEDURES

1. Two supervisors are involved in checking the To reduce the time spent on Increased audit
teller’s documents: end of day procedures and supervision and staff
- One supervisor checks the W/D slips and Journal reduce staff stress and error feedback mechanisms
Entry balance rate and increase
- The second supervisor checks the cash against productivity.
the Teller Proof.

Benefits of Process Mapping: Before introducing the new changes a passbook deposit would take 20
minutes and a passbook withdrawal would take up to 30 minutes, this time has been reduced to less than
five minutes for both deposits and withdrawals. Policy manuals were out dated and were not being used
as operational documents. TPB used the process mapping exercise to update policy manuals and the
relevant process maps form part of the working documents for each staff. Branches had started adopting
their own processes with the processes being followed in each branch heavily influenced by the
experience of the Branch Manager. Lack of standardisation made it much more difficult to rotate staff
between branches, as staff had to adopt new procedures in every new branch.

The new processes have resulted in improved productivity and increased staff motivation due to a
reduction in workload. Tellers used to move out of their cubical frequently during transactions to obtain
supervisor approvals. Studying transaction behaviour allowed TPB to increase teller limits and reduce
teller movements. New processes combined with re-branding has enhanced Tanzania Postal Bank’s
corporate image. Improvements in end of day procedures have significantly reduced working hours for
staff and have improved accuracy.

Challenges Experienced: Tanzania Postal Bank considered its policies and procedure manuals to be
highly confidential documents. This sometimes restricted access to manuals from the actual implementers
of policies leading to inconsistencies in the application of the procedures. During the data gathering
process each branch presented its own procedures and the team found it difficult to prepare a definitive
“As Is” process map. Determining the start and end points for each process was a challenge. The team
responded by dividing the assignment into more manageable sub processes.

Lessons for the Industry: Pilot testing of new process maps helped in assessing the likely impact of the
changes before rolling out. The success of the pilot test results formed the basis for rolling out new
processes to other branches. However, while increased efficiency was achieved in areas that were process

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Process Mapping In Practice – Sempangi, Cracknell, Moulick and Messan 8

mapped other procedures are still inefficient and require process mapping. Achieving the maximum
benefits from process mapping requires the institutionalisation of process mapping.

The success of process mapping at TPB was due to the commitment that management showed towards
the process, and their willingness to implement the changes. MicroSave’s involvement in the process
provided a valuable independent check, internal staff often lack widespread exposure to banking policies,
or are hesitant to give recommendations that affect their Managers.

Process Mapping at Equity Bank

Why Process Mapping at Equity Bank: Since 1994, Equity Bank’s focus shifted towards becoming an
increasingly client focused microfinance institution. As a result between 2000-2004 Equity Bank
experienced annual growth rates of between 50-90% in terms of client base, staff strength, deposit base
and loan portfolio. This rapid expansion threatened service levels and by extension Equity Bank
reputation for excellence. Furthermore, with a 350% expansion in staff levels within a three year period –
Equity Bank was experiencing variable application of policies and procedures and increased fraud.

Given this background Equity Bank had multiple motivations for carrying out process mapping. Equity
Bank needed to standardise processes and procedures and automate as many processes as possible to
enhance control and improve efficiency. It had to perform risk analysis and introduce controls to mitigate
risks associated with growth. It needed to develop and document consistent policy and procedure
manuals. Through these changes Equity Bank expected to become more efficient, and increase accuracy
whilst maintaining service levels in the face of continued rapid growth.
Managing Teams at Equity Bank

When Equity Bank decided to process map the entire institution, it quickly realised that this was a
much more involving exercise than mapping an individual process. Establishing appropriate
teams was key to the success. Teams were established with different responsibilities.

Functional Teams: End users of the process for example cashiers, or account opening clerks, who
were required to create the “As Is” maps.

Working Teams: These teams composed of Branch Supervisors and Managers were established to
critique the process maps developed by the various functional teams and come up with the final
process maps of the procedures.

Management Process Mapping Team: Senior representatives from the major departments
reviewed the “Could Be” maps and considered risks and potential process improvements.

External Consultants and Experts: External consultants with experience and expertise in banking,
risk management and law reviewed the final maps to ensure appropriate compliance and risk
management.

Steering Committee: Senior Management performed final review and approval.

Benefits of Process Mapping: The participatory nature of process mapping exercise (see box) at Equity
Bank led to identification of many “quick wins”, which included improvements in branch layout and
enhanced customer service. Other benefits included:

• Improved risk management: Potential risks and risk drivers are identified before they can occur.
Existing risks were assessed in terms of frequency of occurrence and impact, which led to the
development of appropriate risk mitigation strategies and controls.
• Standardised operations: Standardised policies and procedures manuals were developed and
standard forms introduced throughout the branch network. Process maps have been posted on to
Equity Bank’s intranet site to enable staff to check any procedures they are not certain about.

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Process Mapping In Practice – Sempangi, Cracknell, Moulick and Messan 9

• Improved Training: Improved training manuals and staff induction procedures were introduced,
which have improved staff knowledge of Equity Bank’s procedures and made it easier rotate staff
within the branch network.
• More effective Human Resource Management: A detailed understanding of processes within the
bank enabled the Human Resource function to develop a competency-based framework for key
positions and to identify associated training requirements.
• Optimisation of the computer system: Changes to the banking software were recommended and
made. Processes were automated wherever possible.
• Enhanced customer service: Improvements in transaction time were made in account opening, cash
transactions (total cycle time) and in card issue. However, time with cashier increased due to
additional controls being placed on withdrawals, see table 7 for details.
Table 7: Process Mapping Improves Cycle Times At Equity Bank
Activity Pre-pilot Post-pilot
Account opening 12.6 minutes 9.78 minutes
Cash transaction (time with cashier) 1.96 minutes 2.17 minutes
Cash transactions (total cycle time) 7.14 minutes 4.96 minutes
Magnetic cards – Card issue 1 month 2 weeks

Challenges Faced: As Equity Bank took up the process mapping assignment on a large scale it faced
many challenges. There was uncertainty on the objective of the process mapping exercise - risk reduction
verses the documentation focus of a previously aborted ISO 9001 certification process. Staff commitment
grew gradually through the involvement of different departments. Available documentation such as
existing manuals, job descriptions and branch organisation charts provided only background material for
the process mapping team. This meant that process maps needed to be generated through a careful
process of consultation and observations.

A separate team was introducing upgrades in the banking system during the process mapping exercise.
This led to a series of iterative improvements for both teams. Setting system-based controls to mitigate
risk was found to be particularly challenging. A balance had to be struck between making a procedure
risk free whilst retaining efficiency.

Lessons Learned: Equity Bank’s process mapping team was headed by a Senior Manager to ensure that
appropriate decisions were made and to ensure commitment from Branch management, while including
those involved with the process deepened coverage of risk and increased operational staff commitment.

Process mapping is likely to lead to recommendations which require considerable investment, in time and
costs, in staff training, staff restructuring, recruitment, system updates etc. To realise full benefits from
process mapping an institution must be prepared to commit significant resources.

STEP BY STEP - CHALLENGES AND TIPS IN PROCESS MAPPING

MicroSave’s experience with its Action Research Partners has enabled MicroSave to identify key
challenges at each step of the process mapping exercise, and to provide appropriate recommendations.
These challenges and tips are summarised in Annex 2.

Step 1: Identifying and Prioritising Operational Gaps

Institutions used several sources to identify and prioritise operational gaps. Firstly, consideration of
ongoing issues, many institutions had recurring problems that required concrete action; for example, long
queues in TPB or extensive loan documentation at CMF. Secondly, an internal survey or report often
raised critical issues; for example, decreasing profits, high incidence of fraud, and errors in client
balances or records. Thirdly, institutions used unstructured sources such as feedback from clients and
staff through suggestion boxes can identify chronic issues. Fourthly, operational gaps are often identified
from initiatives undertaken to address a particular overarching issue, such as improving customer service.

Step 2: Choose Processes to be Mapped

Once gaps have been identified and prioritised careful consideration must be given to which processes to
map. This can be particularly difficult where multiple processes are linked to an issue. For example, a
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Process Mapping In Practice – Sempangi, Cracknell, Moulick and Messan 10

range of issues can cause poor customer service. Such situations may require mapping a number of
processes together – this can only be determined by considering the extent of the problem. In other cases
there are common processes that need to be mapped. Common processes can be linked to multiple
products; for example, a common account opening process for all the different savings products, or a
common loan disbursement process for different loan products. U-Trust wanted to map liquidity
management, but found that this was an element within many other processes. As a first step U-Trust had
to determine the key processes to map which had the greatest influence on liquidity management.

Step 3: Select People for Process Mapping Exercise

The composition of the process mapping team had a direct bearing on the quality of the work produced.
Except in one institution, which fielded a very large team, approximately four people worked in a core
team to produce maps – with the more extensive process mapping exercises taking place over a longer
period of time. Team members were generally from head offices and were not implementers of the
process being mapped. For example, for withdrawal or deposit processes, cashiers or supervisors were
not part of the team, but supported the core team by providing information. Having a member of senior
management as a core member of the team increases the likelihood of the recommendation being
accepted by management, but carries the risk that the senior manager is not able to commit adequate time
to the assignment itself. The responsibilities of the team leader should be carefully defined.

FINCA Uganda adopted an alternative approach - they hired a consultant certified by MicroSave in
process mapping to train staff members in process mapping and to guide them through the creation of the
first few maps. After this the consultant visited twice more to review and validate maps that had been
created. In the interim period FINCA Uganda brought together senior management to review the maps on
a weekly basis. Whilst employing a consultant was expensive it clearly focused management attention.
The other challenge that FINCA Uganda reported was the difficulty in putting together a team. Process
mapping is an intensive process, which typically removes the core process mapping team from their day-
to-day tasks, for a period lasting from one week to several months. During the process itself the team
interviews front line staff extensively pulling them from their positions for several hours at a time.
Careful co-ordination is required.

Step 4: Define the Process along with Process Mapping Objectives

Process mapping can have many objectives, but there are several that consistently stand out. Firstly the
desire to improve the efficiency of processes, either increasing processing speed and/or decreasing
process cost; secondly the need to reduce or manage risks by reworking control mechanisms and /or
handovers; thirdly the desire to respond to increasingly competitive markets by improving service levels.

While the process mapping toolkit talks about the importance of having a core objective an outdated
process often responds to multiple objectives i.e. it can be made more efficient, and lower risk. During
the process of process mapping, many other factors are likely to emerge, for example, negative staff
attitude, inter departmental communication breakdown and inefficient use of resources. It is important
that the process mapping exercise is designed to capture these collateral benefits. This is clearly
demonstrated by the example of CMF below.

Commercial Microfinance: Capturing Non-process Benefits

Commercial Microfinance (CMF) found that they were experiencing weaknesses in risk
management and disaster recovery after years operating on the same lending procedures. CMF
decided to use process mapping to strengthen risk management and disaster recovery, to develop
training manuals and to document system weaknesses prior to the introduction of a new banking
system.

Through process mapping, CMF determined that they could significantly rationalise loan
documentation and procedures, but that this should be done in stages to allow changes to be
tested and to allow staff time to get used to the new processes. A reduction in loan documentation
requirements and a change in appraisal procedures increased speed of appraisal and improved
customer service.

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Whilst CMF benefited directly from process mapping lending procedures, the team made
observations during process mapping which indirectly related to the processes being mapped.
Whilst these were not the focus of the exercise, the observations were documented and
recommendations made. These observations led to the introduction of improved signage for
customers and customer notice boards, digital cameras being used to take client photographs and
the introduction of queue management systems.

For interlinked processes the main process could be mapped along with sub processes as part of the same
map or sub processes could be mapped separately and simply referred to in the main map. The choice
depended on how elaborate the sub process was and its relevance to the core process.

Step 5: Gather data – What data, from Where, When and How?
To map a process completely it often needs to be studied from various perspectives. This is because it is
unlikely that any one individual has complete and detailed knowledge of the process as it is operates
along with experience in risks and controls. A range of tools were used to gather data which included:

Interviews with staff: To detail the process being mapped;

Interviews with customers: To determine areas where processes adversely impact on customers;
Direct observation of processes: To directly detail processes or to confirm processes operate as
discussed during an interview. To time processes to observe where process delays occur;
Review of internal audit reports: To determine areas where processes have control weaknesses or are
applied inconsistently;
Reference to existing manuals: To construct “should be” maps; and
Reference to job descriptions: To determine the overall responsibilities of a member of staff, as their
performance in a particular task is influenced by other tasks being performed.

The most common data collection method was interviewing staff. Staff being interviewed should be
carefully briefed that the purpose of the interview is to obtain a picture of the process as it is actually
happening. Often staff are aware of how the process should take place and without careful briefing tend
to detail the “should be” process rather than the process that actually occurs. Secondly, a briefing ensures
that the interview focuses on the selected process, its documents and consideration of the most likely
risks.

Process mapping is very involving. A map of a single process can take several days to complete. This
may require several interviews, often with the same person, each lasting several hours. This has several
implications. Firstly, branch or department managers need to be briefed on the importance of the process
mapping exercise. Secondly, support for the exercise from senior management needs to be well
communicated to middle management before the process mapping exercise starts.

One person should conduct the interview, whilst a second person takes notes. This approach allows the
interviewer to continue interviewing without pausing to take extensive notes – making the interview
shorter and the interview process less disjointed. The key issues and the sequence of the interview should
be discussed between the two interviewers prior to the interview.

It often helps to ask the interviewee to list all of the documents used in a process at the beginning of the
interview, where possible the interviewee should provide a copy of the documents / files used. This
approach helps in two ways: to ensure that all documents used in the process have been taken into
account and secondly, to determine what information is being collected and to compare it with the
information that is actually being used for that process.

Careful consideration of how documentation is used frequently leads to recommendations to reduce

paperwork or avoid unnecessary process delays or handovers. For example, in FINCA the loan
disbursement process had details of client dropouts, which are essential for the institution, but not a pre
requisite for loan disbursement.

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Observations in banking halls and back offices to actually see the process can help to identify additional
risks. At one institution observation of tellers led to the discovery that cash was left unattended, and
accessible whilst tellers sought approvals from supervisors.

Branches selected for observations should be considered representative of the institution. If the best or
worst branch is selected, the recommendations given are often relevant for those branches and not for the
institution as a whole.

Step 6: Construct “As Is” Map

A key challenge for processes that involve many documents and decision levels is to construct the “As
Is” map in a way that retains visual clarity on the core process. This can done using a file symbol to
represent a collection of documents; for example those that comprise an individual loan file. Repetitious
checking processes are often best included as a sub-process which is recorded on a separate page using an
off page connector.

In a larger team of people mapping processes across an institution, determining and maintaining common
standards is a common issue. Without standards being rigorously applied every person drawing a process
map will construct the map differently. Common areas of variance include:
• Choosing what symbols to use for uncommon activities
• Deciding the level of detail at which to analyse sub-processes
• Recording the flow of documents, whether this is on the line of the process or from the
activity boxes.
• The extent and placement of text on the map itself
• The degree of detail in the description that accompanies the map

Step 7: Analyse Maps “As Is” Map

Once the “As Is” process map has been drawn and described it needs to be carefully analysed to ensure a)
that processes operate as described, b) that if necessary, two or more “As Is” maps are drawn to describe
different versions of the process operating in different places and c) that risks within processes are
correctly identified.

Many methods of validation are possible, these include walkthrough testing – performing the process as
described in the map. Observation – observing the process as it happens and comparing it to the map.
Document validation – ensuring that every document has a start and finish point and does not simply
disappear from the map! Multiple review – ensuring that the maps are reviewed by several different
managers and staff. Internal and external auditors can also perform important reviews at this stage. Maps
will change over time, and multiple versions of a map may exist over time – so be sure to date the map
and include a version number.

Process mapping needs to be given sufficient time and resources if representative maps are to be drawn
and analysed. One respondent replied that he had difficulty in analysing maps because the team was too
small to spot key weaknesses in the process. “It was difficult to get enough time from some senior
managers, so we consistently had to fall back on the core team – so we did not produce the best results.”

To ensure best results analysis of “As Is” maps should be a participatory process. While performing risk
analysis inputs should be taken from those operating and supervising the process and also those who are
indirectly related to it. Senior management must be involved as they have a responsibility to maintain a
balance between control and functionality. Internal audit maintains overall internal control and must be
involved as should the risk manager. Risk managers are managers who are responsible for managing
specific risks – e.g. the credit manager who “owns” credit risk must be involved in risk analysis on credit
products.

Several Action Research Partners reported difficulties in analysing operational risks. These difficulties
resulted from several causes. Firstly, the fact that team members often lacked experience in identifying
risks. Secondly, some institutions found it difficult to obtain sufficient input from internal audit. Thirdly,
while risks could be identified it was particularly challenging to obtain information on the incidence of
that risk occurring – this was needed to determine whether the risk was a theoretical risk, or an actual

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risk. In the words of one respondent “The determination of whether we could live with a particular risk is
very difficult if we can not easily determine the incidence of the risk occurring.”

Step 8: Analyse “Should be” and “Could be” Maps

Whilst introducing changes can result in quick wins and/or long-term benefits, the cost involved in
introducing those changes needs to be considered. While every financial institution faces risk, a risk free
institution is neither feasible, nor desirable.

While constructing the ‘Could Be” map recommendations may be rejected if too many new aspects are
introduced at the same time, or if they require significant change, or additional cost such as investment in
infrastructure. In theses cases a phased approach may be the most appropriate, with changes prioritised,
then tested and introduced over time. For FINCA Tanzania extensive changes were recommended in loan
processes. FINCA Tanzania decided to implement changes gradually and in accordance with their
existing change management initiatives. This meant in practice that easier recommendations, such as
clarification of responsibilities and increases in teller limits would be implemented first.

In other cases, ‘Could Be’ maps may be very similar to ‘As Is’ maps, but descriptions of the process may
change. Some parts of the loan disbursement map in FINCA Tanzania remained unchanged, though
descriptions changed as the detailed activity at each step was better defined. Improved process
descriptions aid consistency in training and in the application of procedures.

Step 9: Summarise and Distribute Findings

It is important to share the findings with the senior management in the institution. This is not the stage for
extensive consultation, as this should have occurred during the analysis stage. However, it is a critical
decision making point. Many of the senior management team are not directly linked to many of the
processes, and will need thorough briefing before approving any changes, or approving a pilot test.

To ensure widespread buy in the findings should be presented with reference to all the basic steps in the
process, rather than just presenting the “Could Be” process map. The findings of the analysis should be
presented in a matrix of recommendations, which summarises the key observations and recommendations
from the whole initiative. Tanzania Postal Bank’s process mapping team went further and made
recommendations on the pilot testing approach, pilot test branches, and the budget necessary for the pilot
test.

Questions that naturally comes up at this stage, which senior management and the process mapping team
need to consider carefully, are which changes should we implement directly, which require pilot testing,
and how can we institutionalise process mapping. The next two sections will provide some suggestions.

Step 10: Getting into Action – Testing Out the New Processes!
Process mapping ends with pilot testing the ‘Could Be’ processes. The pilot test needs to be well planned
with the team, location, dates other resources identified and arranged for. The implementation of new
processes needs to be closely monitored to ensure that staff do not revert to previous procedures. A well-
coordinated pilot test makes the process of transition smooth, increases acceptance and generally leads to
success.

Table 8: Implementation of Process Mapping at TPB

Activity Responsibility Time frame
Present process mapping report to the Management. The team One day
Ensure all the necessary requirements are placed at Branch Supervisor Three days
the pilot branch.
Train pilot branch staff on new processes. The team Three days
Pilot test new processes at pilot branch. The team Two months
Continuous monitoring of the location. The team Continuous
Conduct a mid term review of the pilot test. The team Mid way through the pilot
Presentation of the pilot testing report to The team End of Pilot test – two days
management plus drafting rollout plan.
Rollout of revised processes to other locations. The team One month.

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However, many institutions reported that they did not test many improvements to their processes. For
example, Commercial Microfinance Limited did not test the introduction of their new forms, or the
introduction of digital cameras. FINCA Uganda did not test the re-zoning of groups among field staff.
This raises an important question, which we are still trying to answer - when should processes be tested?

One relevant distinction is between process improvement and risk management. Under pure process
improvement a way has been identified of improving the process with very limited or no risk – for
example introducing digital cameras to take photographs of customers for account opening. Under risk
management a qualitative decision has been taken on how a process should be performed to balance risk
and performance. An example of this would be to significantly change teller limits on withdrawals –
before moving ahead to rollout the new teller limit an institution will need to consider whether there has
been any change in levels of fraud and error.

Institutionalising Process Mapping

Most of MicroSave’s Action Research Partners started by mapping one or two processes, but have gone
on to map much of their institution. CMF started by mapping their Duka Loan process. After seeing
quick wins, they immediately started to process map their savings processes, treasury management and
management reporting. After FINCA Uganda was exposed to process mapping it approached a donor to
fund a MicroSave Certified Service Provider in process mapping to provide quality control as they
proceeded to process map their entire institution. Equity Bank, which had earlier developed process maps
to improve processes decided to re-examine all their process maps to improve risk management.

The aim of the institution should be to develop long-term capacity to maintain and update process maps.
Process mapping has been institutionalised when:

a) Procedures for new products and services are produced using process mapping
b) Procedures are regularly reviewed in the light of institutional developments such as new frauds
or increased workload
c) Changes to procedures are automatically updated on process maps
d) Process maps are used widely within the institution for process improvement, training, risk
management and for documentation
e) Skills in process mapping are highly developed within the institution
f) A long term team has been created with the express task of maintaining process maps
g) The scope of the process mapping team moves from developing maps to maintaining them
h) Tangible benefits have been gained from mapping processes.
i) Process mapping delivers the basic requirements for a quality management system such as ISO
9001.

Whilst core gaps had been identified in the first round of process mapping exercises, several institutions
had already identified additional processes they wanted to map. In two cases (CMF, and FINCA Uganda)
the operations department had been identified as the department, which should have responsibility for
continuing to develop process maps. TPB is still making a decision where to house ongoing
responsibility for process mapping. In part this is because the process mapping team was comprised of
senior managers from different departments who do not have time to continue participating in the team.
TPB will need to train additional staff in process mapping in order to institutionalise the skill set within
the bank. One institution has formalised responsibility for process mapping. It has built review of process
maps into the annual work-plan of the operations department. However, it is about to lose a key member
of operations management who has been trained and is experienced in process mapping. Key to long-
term institutionalisation is ensuring that there is a sufficient reservoir of skilled staff to continue to
maintain process maps even when key staff leave.

The Relationship Between ISO 9001 and Process Mapping

It is worth a short aside to explore the relationship between ISO 9001, an internationally recognised
international quality standard and process mapping, because the relationship is so strong. According to
David Hoyle (Hoyle 2002), if ISO 9001 were to be resolved into a single requirement it would be

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“The organisation shall determine what it needs to do to satisfy its customers, establish a system to
accomplish its objectives and measure, review and continually improve its performance.”

Process mapping is a core element in designing efficient and effective systems, and can be used to
identify key performance indicators. Again according to Hoyle the generic requirements of ISO 9001 can
be condensed into the following five simple requirements. The organisation shall:

• Determine the needs and expectations of its customers and other interested parties;
• Establish policies, objectives and a work environment necessary to motivate the organisation
to satisfy these needs;
• Design, resource and manage a system of interconnected processes necessary to implement
the policy and attain these objectives;
• Measure and analyse the adequacy, efficiency, and effectiveness of each process in fulfilling
its purpose and objectives; and
• Pursue the continual improvement of the system from an objective evaluation of its
performance.
Hoyle 2002

The primae facie differences, between ISO 9001 and process mapping, therefore, appears to be a) an
explicit focus on the customer in ISO 9001, which is an explicit objective of many of MicroSave’s Action
Research Partners, b) continuing to measure the effectiveness of each process, and c) a commitment to
continually assessing and improving the system as a whole.

It would appear, therefore, that effective institutionalisation of a process mapping function within a
financial institution can be a key step towards achieving an international performance standard; where
process mapping develops and maintains well-documented procedures, produces key performance
measurements and is part of a focus on continuous improvement.

References

Champagne, Pam, Lynn Pikhlz, Ramesh S. Arunachalam, Caitlin Brown, Henry Sempangi, David
Cracknell and Graham A.N. Wright, “A Toolkit for Process Mapping for MFIs”, MicroSave 2004

Champagne, Pam, “Process Mapping for Risk Management and Process Improvement”, MicroSave
2004

Hoyle, David “ISO 9000 Quality Systems Handbook”, Butterworth Heinemann 2002

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Annex 1: Rapid Self Assessment of Potential Benefits of Process Mapping

MicroSave has found that most financial institutions gain from carefully reviewing policies and
procedures. From this experience a list of common problems alleviated by process mapping can be
identified. Senior managers can complete a rapid assessment tool to indicate how much their institution
may benefit from process mapping.

To see how much an institution might benefit from process mapping Senior Managers can complete the
following rapid assessment tool. Using a scale of 1-5 where 1= Never 2=Rare 3=Sometimes 4=Often
5=Very often, senior managers should ask themselves how much their institution experiences the
following problems…

Table 1: Common Problems Alleviated By Process Mapping

Problem Score
Out of date policies and procedures
Policies and procedures inconsistently applied
High levels of fraud
Long queues in banking halls
Insufficient or inadequate training on policies and procedures
Frequent delays within processes
Lots of staff or client complaints around procedures or processes
High operational costs
High levels of stress within the institution
Highly competitive market/environment
Communication problems within the organisation
Long working hours with overtime being common
Performance targets not identified or targets not reached
TOTAL

The higher the score the more likely the institution is likely to benefit from process mapping. Scores
less than 20, suggest that benefits from process mapping are likely to be more limited.

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Annex 2: In Summary - Tips and Challenges in Process Mapping

Step Challenges Tips

1. Identify and There are often competing views depending Involve senior management in identifying
prioritise on the different priorities of team members institutional issues and assigning priorities.
operational gaps and a lack of perspective on larger
institutional issues by middle management.
Misidentification of operational gaps - Collect views on operational gaps from
manifestations mistaken as cause of different sources, observe signs of stress and
problem. collect feedback from customers, front line
staff and management.
Ensuring potential innovations are market Study your competitive environment for
focused. emerging process innovations.
2. Choose Mapping too many processes can lead to Attempt process mapping in phases according
Processes to be deviation from core objectives and loss of to identified priorities.
Mapped the strategic picture.
Identifying relevant processes is difficult Ensure involvement of senior management and
when many processes are interlinked and internal audit to make the most informed
involve other sub-processes. decisions possible.
3. Assemble an It can be a choice between a dedicated team Initiate process mapping with limited
appropriate team to map all process maps or a representative objectives, to map one or two procedures
team based on objectives for process before deciding on if and how to
mapping. institutionalize process mapping.
Team fails to produce high quality maps Team should be headed by a senior manager.
quickly.
For a dedicated team, it is difficult to Ensure team members have time away from
maintain interest in drawing maps. other responsibilities so that they can
concentrate on learning processes and drawing
maps. Ensure that the process mapping team
consults widely and uses a variety of
techniques to gather data for maps. Consider
mapping distinct functional areas and moving
to pilot test to produce a stream of ongoing
benefits to motivate team and provide variety.
Use software to automate drawing maps.
4. Define the Closely inter-linked processes make it As far as possible use the identified operational
process along with difficult to determine the start and end points gap to determine start and end points for
process mapping of a particular process. process mapping.
objectives Sometimes difficult to determine in which This leads to the requirement to map a number
process operational gaps exist. of processes.
The process maps are often long involving Without taking too many shortcuts, determine
many linked or sub processes. the appropriate level of detail for the maps and
use text to fill in any gaps.
5. Gather data – So much information is collected that it is Adhere to process and document flow when
What data, from easy to loose focus on the core process. interviewing to ensure focus.
Where, When and Difficulty in getting responses from key Ensure Senior Management commitment to
How staff. and leadership of the process mapping
exercise.
People tend to describe processes as they Ensure there is a triangulation process built
“should be” occurring rather than as they into the process mapping exercise, which uses
occur. a variety of methods including observation to
develop the maps. Investigate inconsistencies.
Where there is a lack of uniformity across Ask management key questions (see text)
branches deciding which map should be used before recommending specific branches to
for analysis. map. Identify any major variations and map
alternate processes.
Inconsistency in the development of process Sharpen the interview skills of team members
maps. (see process mapping toolkit).
6. Construct “As Duration of activities varies significantly. Needs to be validated through observation and
is” Map a range of values can be given.

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Step Challenges Tips

Team members sometimes find it difficult to Try to select some team members that are
use flow-charting software. familiar with a range of software packages as
flowcharting software such as Microsoft Visio
is intuitive for an experienced computer user.
Duplicate/triplicate copies of documents are Ensure documents are accounted for when they
easily omitted from process maps. enter and leave the process. Ensure accuracy
through observation and explicit questions
concerning copies of documents. Follow up
any inconsistencies.
Sub processes/parallel processes are often Level of details to be in line with objective of
not described. Sequence of activities or the process mapping exercise. Document
small sub processes may be lost if the common sub-processes once with a connector
interview is unstructured. to the sub-process. Ensure maps are validated
fully.
7. Analyse Maps Unnecessary or unclear approval processes. Look at each decision point for authority
“As is” Map ambiguity (often with two or more people
involved).
Repetition of processes. Look at each rework loop for the potential for
eliminating the step, performing it in less time.
Analysis sometimes fails to bring anticipated Allocate time, resources of team members and
customer benefits or is poorly performed senior staff for analysis. Consider whether the
after the more time consuming task of step adds value from the customer perspective.
constructing the “As Is” maps.
Ensuring “As Is” maps represent actual Inputs should be taken from those who are an
processes being performed. integral part of the process and also those who
are indirectly related to it.
Lack of adequate skills to analyse maps, and Present “As Is” maps to a workshop, and let
/ or lack of institutional buy in. senior managers identify risks and
opportunities for improving efficiency.
8. Analyse Poor quality and availability of manuals for If manuals are very outdated and there has
“Should be” and developing “Should Be” Maps. been significant drift away from “ Should Be”
“Could be” Maps procedures it may not be worth developing
“Should Be” maps.
Limited practicality of some changes. Focus on the core objective. Strike balance
between developing efficient systems and
managing risk. Take inputs from those who are
an integral part of the process.
9. Summarise and Failing to summarise key issues from details Summarise key issues in a recommendation
Distribute of process mapping exercise. matrix format as this documents observations,
Findings implications and recommendations. Focus
findings on process mapping objectives.
Gaining acceptance of proposed changes is Present recommendations in a workshop not by
sometimes challenging. distributing documents. Share the
recommendations and suggest changes rather
than announcing them as decisions taken by
the process mapping team.

10. Getting into Failure to successfully implement changes in Commit resources to pilot testing significant
action – testing procedures. changes in procedures. Develop and monitor
out the new action plans with those responsible with
processes! deadlines.
Acceptance of changes especially for those Ensure Senior Management is seen as driving
who were not involved in the process the process mapping exercise and that the
mapping exercise. institution performs careful testing of the new
procedures for practicality and security.
Awareness of improvements may be limited Obtain pre pilot data for comparison with pilot
decreasing acceptance of changes. test data.

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