BUSINESS PROCESS MAPPING
Content
Basic Concept Process mapping framework
01 03
Type of process mapping ? BMP in hotel industry
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03 06
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Basic Concept
What Is Business Process
Mapping?
“refers to activities involved in defining what a business entity does,
who is responsible, to what standard a business process should be
completed, and how the success of a business process can be
determined”.
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA. 4
Business Process Mapping
Process mapping is focused on understanding how a process actually works.
It can be defined as the series of activities necessary to:
• Define what a company/business does
• Who is responsible for what in the processes
• What determines the completion of a process
• What determines the success of a process
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA. 5
Process Mapping
A process map is a planning and
management tool that visually describes
the flow of work.
Process maps show a series of events that
produce an end result.
A process map is also called a flowchart,
process flowchart, process chart, functional
process chart, functional flowchart, process
model, workflow diagram, business flow
diagram or process flow diagram.
It shows who and what is involved in a
process and can be used in any business or
organization and can reveal areas where a
process should be improved.
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Purposes of building business
process mapping
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Assist organizations in becoming more effective
A clear and detailed business process
map or diagram allows outside firms to
come in and look at whether or not
improvements can be made to the
current process.
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA. 8
Effective performance measurement
helps to measure and compare that
objective alongside the entire
organization's objectives to make
sure that all processes are aligned
with the company's values and
capabilities.
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA. 9
Process standardization
By documenting a process, a
business can standardize it so that
it’s always performed in the same,
most optimal way, reducing
confusion and inefficiency.
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA. 10
Employee on-boarding and training
The mapping also provides a
standard training document for
anyone to learn the process.
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Process improvement
Once an existing process is
mapped, it can be analyzed for
bottlenecks and inefficiencies.
Business Process Modeling can
be used to model a better
process.
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA. 12
Internal Audit
Make sure work is done in line
with the company's standards
and policies.
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Process mapping is about communicating your process to others. You can build stronger understanding
with process maps.
The most common process map types include:
Activity Process Map: represents value added and non-value added activities in a process
Detailed Process Map: provides a much more detailed look at each step in the process
Document Map: documents are the inputs and outputs in a process
High-Level Process Map: high-level representation of a process involving interactions between Supplier,
Input, Process, Output, Customer (SIPOC)
Rendered Process Map: represents current state and/or future state processes to show areas for process
improvement
Swimlane (or Cross-functional) Map: separates out the sub-process responsibilities in the process
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CONTINUE
Value-Added Chain Diagram: unconnected boxes that represent a very simplified version of a process for
quick understanding
Value Stream Map: a lean-management technique that analyzes and improves processes needed to make
a product or provide a service to a customer.
Work Flow Diagram: a work process shown in “flow” format; doesn’t utilize Unified Modeling Language
(UML) symbols.
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA. 15
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Process mapping
framework
Process mapping symbol
Each element in a process map is represented by a specific symbol.
Process symbols are also commonly called flowchart symbols,
flowchart shapes or flow diagram symbols.
These symbols come from the Unified Modeling Language or UML,
which is an international standard for drawing process maps
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Process & Operation Symbol
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Process & Operation Symbol
The arrows indicate the direction in which the
Arrow flowchart should be read (usually from the top to
the bottom and/or the left to the right).
Fransiska Handoko, CHA., CHIA. 19
Can you describe the
symbols used in the
flowchart
Fransiska Handoko, CHA., CHIA. 20
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Process classification
framework in hotel
Industry
Business process in hotel operation can be divided into three
types :
1. Operating Process : process that create, produce, and deliver product s and services
that hotel guest want)
2. Supporting process : process that do not produce out put for hotel guest, but which are
necessary to start up the business
3. Managerial process : process controlling, organizing, and leading the execution of any
types of activity.
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Four key operating process
1. Process of hotel housekeeping
2. Process of supplying necessary input
3. The process of guest arrivals and departures
4. Process of producing and serving food and beverages
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1. Process of hotel housekeeping
2. Process of supplying necessary input
3. The process of guest arrivals and departures
4. Process of producing and serving food and beverages
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1. Process of hotel housekeeping
2. Process of supplying necessary input
3. The process of guest arrivals and departures
4. Process of producing and serving food and beverages
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Quality is never an accident; it is always the result of high intention, sincere effort,
intelligent direction and skillful execution; it represents the wise choice of many
alternatives
Thank you! And next…
