athena
introduction to
business
process
mapping
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guide to process mapping
introduction
In an effort to help you conduct a thorough business analysis independently, we have developed a guide to walk you how to build a process map. It is best practice to build current and future state process
maps for all of the roles and processes which exist in your organization. In this guide we will use a
specific scenario to demonstrate the basics of informal process mapping and take a brief look at the fundamentals of formal process mapping.
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Consider the following intake and assignment scenario for illustration purposes:
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The first point of client access to your organization is done by telephone to a receptionist, who then takes minimal information for an intake worker to return the call. The intake worker calls to conduct a detailed assessment and if service provision is appropriate, then a worker is assigned based on
availability and qualifications and the first appointment is scheduled immediately.
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We will use the above scenario to provide an overview of cycles of process mapping, and different
methods you can use for process mapping. It is recommended that you conduct process mapping for every role and process in your organization.
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‣ Informal process mapping is a simple tool which will help facilitate a thorough business analysis and
minimize risk of process gaps during transition.
‣ Informal process mapping can be done by anyone willing to collect information and map it out in a
diagram and can be done using as little as pen, paper, and the right questions asked to the right people.
‣ When conducting business analysis to prepare for transition, it is best practice to start with current
state process mapping and slowly build towards your future state process map.
‣ The first step in process mapping is to identify a process and the associated steps that take place
within that process. Lets take a look at the steps involved in the scenario outlined above.
informal process mapping
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identify/document scenario intake steps
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‣Step One: Client calls and makes contact with receptionist
‣Step Two: Receptionist checks if the client has been here before
‣If YES then consult existing file and contact involved worker
‣If NO then proceed to step three
‣Step Three: Receptionist records minimal information and asks Intake Worker to return call
‣Step Four: Intake worker calls to conduct a detailed assessment
‣Step Five: Intake worker identifies if service provision is appropriate
‣If YES then a worker is assigned based on availability and qualifications, proceed to step six
‣If NO then record that service provision is inappropriate, and make a referral to another agency
informal process mapping
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map out steps
in a diagram
Receptionist checks if client has been here before
Client is enrolled in services, assigned to worker, and first appointment is scheduled
Intake Worker identifies if service provision is appropriate
Intake worker calls to conduct detailed assessment Receptionist records minimal information and asks
Intake Coordinator to return call Client calls / receptionist answers
If yes... If no...
If yes...
Receptionist consults existing file / involved workers (another flow chart is
needed to identify these steps)
If no...
Note that service was determined to be inappropriate(and the reason) and make outbound referral (another flow chart is needed to identify these steps)
1 2 3 4 5 6
informal process mapping
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identify process gaps
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‣ When looking at the process map and steps outlined above, do you notice any process gaps? Make
sure you look at the details, understand how work moves through your organization, and ask questions.
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‣ Where does the receptionist record information?
‣How does the Intake Worker find out that they need to make a phone call?
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‣ These details are what will change when you implement Penelope so it is important to understand
the ‘who, what, when, where, and why?’ of these details so that you can decide how you will accomplish the same bigger picture steps using Penelope.
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identify/document current process details
informal process mapping
Receptionist checks if client has been here before
Client is enrolled in services, assigned to worker, and first appointment is scheduled
Intake Worker identifies if service provision is appropriate
Intake worker calls to conduct detailed assessment Receptionist records minimal information and asks
Intake Coordinator to return call Client calls / receptionist answers
If yes... If no...
If yes...
Receptionist consults existing file / involved workers (another flow chart is
needed to identify these steps)
If no...
Note that service was determined to be inappropriate(and the reason) and make outbound referral (another flow chart is needed to identify these steps)
1 2 3 4 5 6 - Receptionist places client on hold and checks filing cabinet by
patient last name to see if there is a file
- Receptionist fills out a paper Intake form with preliminary client information
- Receptionist walks paper over to Intake Worker desk and places the Intake form in a bin on their desk
- Receptionist creates file for client and places it in cabinet
- Intake worker checks bin on desk for new forms and then calls client to conduct detailed assessment
- Intake worker writes additional notes on their computer, prints document, and adds both notes and Intake form to client’s file - Intake worker determines which clinician would be a good fit based on client needs and sends an e-mail notifying clinician that there is a new client
- If clinician aggress that they have availability to take on a new client, they call client and setup first appointment
- If clinician advises they have a full case load/no availability then Intake worker continues to e-mail next best clinician
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look to the future
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‣ Determine how these roles and processes will be accommodated within Penelope by identifying how
each step in the process map corresponds to a function in Penelope
‣ These steps form the basis of staff training at your organization so it is clear for each worker how they
should move work forward in every scenario
‣ Let’s document how these details look when using Penelope for this scenario
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identify/document current process details
informal process mapping
Receptionist checks if client has been here before
Client is enrolled in services, assigned to worker, and first appointment is scheduled
Intake Worker identifies if service provision is appropriate
Intake worker calls to conduct detailed assessment Receptionist records minimal information and asks
Intake Coordinator to return call Client calls / receptionist answers
If yes... If no...
If yes...
Receptionist consults existing file / involved workers (another flow chart is
needed to identify these steps)
If no...
Note that service was determined to be inappropriate (and the reason) and make outbound referral (another flow chart is needed to identify these steps)
1 2 3 4 5 6 - Receptionist uses Search function to find individual
- Receptionist uses the Intake Wizard function to enter minimal client information
- Client is added to the Pre-Enrollment Queue with the reason “Waiting for Intake Call”
- Penelope notifies the Intake Worker via a Task on their home page
- Intake worker accesses Pre-Enrollment Queue and calls the client
- Intake worker records additional information in memo field - While still on phone with client, Intake Worker uses the Assign
function in the Queue which then opens the New Service Wizard - they may use many filters (including availability and qualifications) to select the service, clinician, and appointment time which they confirm with the client on the phone
- The client is automatically taken off of the Queue, enrolled, assigned, and scheduled
- The clinician automatically receives a Task alerting them of the new appointment and client on their Home Page and their
schedule is updated
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identify/document data requirements
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‣ Identify what data your staff will be capturing as part of each step.
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‣ In order for this step to be meaningful, you need to have a clear understanding of your reporting
requirements. It is not possible to generate a statistical report on data that is not captured in the system. This is an opportunity to link your report requirements to the processes followed by your staff.
‣ Once all of your process maps and data inputs have been outlined, you can review your reporting
requirements again and ensure that each of those data elements has been recorded during one of these processes.
‣Lets take a look at that data captured in our scenario.
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identify/document current process details
informal process mapping
Receptionist checks if client has been here before
Client is enrolled in services, assigned to worker, and first appointment is scheduled
Intake Worker identifies if service provision is appropriate
Intake worker calls to conduct detailed assessment Receptionist records minimal information and asks
Intake Coordinator to return call Client calls / receptionist answers
If yes... If no... 1 2 3 4 5 6 - Receptionist uses Search function to find individual
- Receptionist uses the Intake Wizard function to enter minimal client information
- Client is added to the Pre-Enrollment Queue with the reason “Waiting for Intake Call”
- Penelope notifies the Intake Worker via a Task on their home page
- Intake worker accesses Pre-Enrollment Queue and calls the client
- Intake worker records additional information in memo field - While still on phone with client, Intake Worker uses the Assign
function in the Queue which then opens the New Service Wizard - they may use many filters (including availability and qualifications) to select the service, clinician, and appointment time which they confirm with the client on the phone
- The client is automatically taken off of the Queue, enrolled, assigned, and scheduled
- The clinician automatically receives a Task alerting them of the new appointment and client on their Home Page and their
schedule is updated
future state data requirements
Client’s First Name, Last Name, Home Phone, Cell, Reason for Call and Contact Instructions (if any) Note: Details relating to Reason for Contact in
Pre-Enrollment Record
Intake Information (determined by agnecy/ program) can include Presenting Issues, Information on other Family Members, Race/ Ethnicity, specific Employment Information,
specific Income Information, specific Insurance Information, Preferred Service Location, (etc - when mapping these items
out, be specific as possible - including which items are open text vs selectable from a pre-set list).
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The assignment process will store at minimum their Service, Start Date, Assigned Worker(s) and Initial Appointment Time.
formal process mapping
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‣ Now that you understand the basic concepts of process mapping, lets take a brief look at formal
process mapping
‣ Process mapping is a business analysis tool which is used by professionals around the world
‣ Professionals who create formal process maps on a regular basis all use the same mapping
‘language’
‣ If you are creating maps for a larger organization, or which you may want to share across sites or
with external organizations, then you may want to consider using the widely accepted process mapping standards
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understanding the language of process mapping
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‣ Often when creating a formal process map, swim lanes will be used to clarify/group steps by role or
department
‣ Each shape in a process map diagram has a specific meaning. Here are some common shapes that
you will use and their meaning.
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‣ Here we see the same current state process
map outlined in a different format
‣ There are three swim lanes which identify the
role responsible for each action
‣ The shapes indicate key information such as
where the process starts and ends, when a decision is being made or a question is being
asked, and when to refer to another process map
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time to start mapping!
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‣ Now that you have reviewed this guide, you should be ready to start mapping out the processes
followed by your organization.
‣ The most important items to consider when process mapping are to make sure you have identified
the correct questions to minimize gaps and that you have engaged subject matter experts who will be able to provide you with detailed answers.
‣ Feeling overwhelmed by the idea of mapping out all your processes? Worried you don’t know what
questions to ask? At Athena, we have experienced staff who would be happy to assist you with
business analysis and process mapping for an additional fee. Please contact your Deployment Project Manager to discuss this option further.
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* Unauthorized duplication, distribution in any format prohibited. Commercial in confidence. Subject to change without notice.
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