Mapping Flowcharts

Ministry of Higher Education

& Oman Accreditation Council

Training Module 08

Process Mapping

Using Flowcharting/Blueprinting

Workshop Handout

Last updated: 25 September 2006

Training Module 08v2 Process Mapping

Last updated 26 September 2006

Page 2 of 9

Training Module Version Control Table

Version

Author

Date

Summary of Main Changes

M Carroll

25-09-2006

• New Training Module Handout.

• Scope of ADRI coverage extended to include Improvement
• Corrections to Flowcharts in slides 10-13
• Addition to slide 22.

•

TABLE OF CONTENTS

Module Aims ........................................................................................................3

1.1

Intended Participants .....................................................................................3

1.2

Learning Outcomes........................................................................................3

Module Slides.......................................................................................................3

2.1

Summary of the Presentation.........................................................................3

2.2

Workshop Activity...........................................................................................8

Additional Materials.............................................................................................8

3.1

Further Resources on Process Mapping........................................................9

3.2

Discussion Board Details ...............................................................................9

This Training Module is part of the Training Program open to staff of public and
private higher education institutions, the Oman Accreditation Council, the Ministry of
Higher Education and the Ministry of Manpower. The Training Program is a joint
initiative of the Directorate General, Private Universities and Colleges and the Oman
Accreditation Council. It aims to raise the capacity and capability of the higher
education sector in issues and practices related to assuring and improving quality.

Training Module 08v2 Process Mapping

Last updated 26 September 2006

Page 3 of 9

MODULE AIMS

1.1 Intended Participants

This Training Module is for anyone in higher education involved in designing
processes, preparing manuals or reviewing processes. Specifically, this is
likely to include:

• Managers of higher education providers;

• Directors in Government higher education.

1.2 Learning Outcomes

Documents are an essential tool in higher education and higher education
management. By the end of this module, participants should:

• Understand the concepts, tools and techniques of process mapping.

• Map out a process using flowcharts.

• Use flowcharting to operationally analyse a process.

• Strategically analyse the flowcharted processes according to

stakeholder perspectives, using the ‘blueprinting’ technique.

MODULE SLIDES

2.1 Summary of the Presentation

Note that a version designed for use in presentations is available online and
free of charge (

www.oac.gov.om/enhancement/training

). It contains slides that

are not included in this printed version (such as model answers to the
workshop questions).

Process Mapping and ADRI

Why is Process Mapping Important?

• Gives us a total and transparent view of the

process.

• Provides a clear and logical way of thinking

about our process.

• Provides a way of communicating our process

to others.

• Highlights potential ‘fail’ and ‘delay’ points.

• Highlights precisely how stakeholders are

operationally involved.

• Identifies how we can strategically seek

feedback for process improvement purposes.

Slide 1

Slide 2

Training Module 08v2 Process Mapping

Last updated 26 September 2006

Page 4 of 9

Why is Process Mapping Important?

• Gives us a total and transparent view of the

process.

• Provides a clear and logical way of thinking

about our process.

• Provides a way of communicating our process

to others.

• Highlights potential ‘fail’ and ‘delay’ points.

• Highlights precisely how stakeholders are

operationally involved.

• Identifies how we can strategically seek

feedback for process improvement purposes.

Flowcharting

• A graphical approach to mapping a process.

• Identifies distinct elements in the process.

• Classifies these elements into processes,

decisions, delays, data etc...

• Orders the elements sequentially.

Slide 3

Slide 4

Flowc

harting

Symbols

• Each element is represented by a symbol.

• There are different standards for flowchart

symbols. Main one is ISO 5807:1985.

• There are many, many different symbols (and

many different types of flowcharts).

• The core symbols tend to be constant.

• But there are really no strict rules.

• Symbols can be tailored for your own use.

Common Flowchart Symbols

Decision

Data

Start/End

Document

Delay

Link

(on page)

Link

(Off-page)

Process

Comment

Slide 5

Slide 6

Basic Flowchart Example

Decision

Action

Document

Yes

End

Action

Start

Basic Flowchart Example

2. Do

you have

mail?

1. Go to

Post Office

3. Letters

Yes

End

mail check

4. Read mail

Start

mail check

Numbering the steps is
helpful in case you want
to annotate the flowchart,
thereby providing more
information.

Slide 7

Slide 8

Improving Processes via Flowcharts

• Flowcharts can help identify unhelpful

waiting times.

• And process redundancy.

• And can help us decide precisely how to

plan for effective quality control.

Improving Processes via Flowcharts

2. Draft text for

the brochure

4. Seek approvals

Start Media

Article Project

Well Done!
End Media

Article Project

5. Text

permission

granted?

9. Brochure

acceptable?

8. Brochure

7. Get brochure

published

6. Get

brochure

edited

End Media

Article Project

1. Plan the

brochure

7. Make

improvements

3. Source

and format

photographs

Yes

Bad luck! Try again.

Yes

Errors

6. Photo

permission

granted?

Yes

How could this

process be

improved?

Slide 9

Slide 10

Training Module 08v2 Process Mapping

Last updated 26 September 2006

Page 5 of 9

Improving Processes via Flowcharts

2. Draft text for

the brochure

4. Seek approvals

Start Media

Article Project

Well Done!

End Media

Article Project

5. Text

permission

granted?

9. Brochure

acceptable?

8. Brochure

7. Get brochure

published

6. Get

brochure

edited

End Media

Article Project

1. Plan the

brochure

7. Make

improvements

3. Source

and format

photographs

Yes

Bad luck! Try again.

Yes

Errors

6. Photo

permission

granted?

Yes

Speed could be

improved by

doing some steps

in parallel.

Slide 11

Improving Processes via Flowcharts

2. Draft text for

the brochure

4. Seek single

approval

Start Media

Article Project

Well Done!

End Media

Article Project

5. Permission

granted?

8. Brochure

acceptable?

7. Brochure

6. Get brochure

published

6. Get

brochure

edited

End Media

Article Project

1. Plan the

brochure

7. Make

improvements

3. Source

and format

photographs

Yes

Bad luck! Try again.

Yes

Errors

6. Photo

permission

granted?

Yes

Duplicated steps

could be removed

or merged.

Slide 12

Improving Processes via Flowcharts

2. Draft text for

the brochure

4. Seek single

approval

Start Media

Article Project

Well Done!
End Media

Article Project

5. Permission

granted?

10. Brochure

acceptable?

9. Brochure

8. Get brochure

published

6. Get

brochure

edited

End Media

Article Project

1. Plan the

brochure

7. Make

improvements

3. Source

and format

photographs

Yes

Bad luck! Try again.

Yes

Errors

6. Photo

permission

granted?

Yes

Introducing

appropriate quality

control could help

improve the final

result.

Slide 13

Training Module 08v2 Process Mapping

Last updated 26 September 2006

Page 6 of 9

Orphans

• The steps in a process should link together.

• No process should have a line in with no

line out (or vice versa).

• Test question for processes: “then what?”

• No decision should have only a single out

option.

• Test question for decisions: “or what?”

• Can you find two orphans in the following

example?

Examples of Orphans

Start Job Offer

Committee

considers

applications

Conduct

interviews

Applicant

successful?

Conduct

referee checks

Applicant

shortlisted?

Job Offer

Letter

End Job Offer

Job Rejection

Letter

Interview Offer

Letter

Yes

Or what?

Slide 14

Slide 15

Examples of Orphans

Start Job Offer

Committee

considers

applications

Conduct

interviews

Applicant

successful?

Conduct

referee checks

Applicant

shortlisted?

Job Offer

Letter

End Job Offer

Job Rejection

Letter

Interview Offer

Letter

Yes

Then
what?

Examples of Orphans

Start Job Offer

Committee

considers

applications

Conduct

interviews

Applicant

successful?

Conduct

referee checks

Applicant

shortlisted?

Job Offer

Letter

End Job Offer

Job Rejection

Letter

Interview Offer

Letter

Ref

check

OK?

Yes

Slide 16

Slide 17

Blueprinting

• We use stakeholder feedback to help improve

our processes.

• But we have many different groups of

stakeholders, and most stakeholder groups only
see certain parts of the process.

• But wrong or ill-informed advice can be worse

than no advice.

• So let’s structure our process maps to identify

stakeholder ‘zones of visibility’, and use those
zones to priorities/target our QA efforts.

Blueprinting

• The ‘line of visibility’ distinguishes between

those parts of the process that the client does
and does not witness.

• ‘Lines of interaction’ distinguish between those

parts of the process that various stakeholders do
and do not have responsibility for, even though
they may witness them.

Slide 18

Slide 19

Training Module 08v2 Process Mapping

Last updated 26 September 2006

Page 7 of 9

HEP

STUDENTS

Line of Visibility

Front line of interaction

Invigilators

Teachers

Back line of interaction

Start Exam

Process

Dean appoints

teacher and

allocates resources

Students submit

papers and leave

Teacher prepares

exam paper

Invigilators

monitor conduct

Exam is marked

End Exam

Process

Results considered

by Exams

Committee

Students sit exam

Students wait

for results

Invigilators collect

papers and

return to Dept.

Results

approved?

Invigilators

prepare room

Appropriate

corrective action

taken

Course Reviewed

Yes

Exams Committee

Report (once results

are confirmed)

Students’ results

issued

Slide 20

HEP

STUDENTS

Line of Visibility

Front line of interaction

Back line of interaction

Invigilators

Management

Teachers

Back line of interaction

Start Exam

Process

Dean appoints

teacher and

allocates resources

Students submit

papers and leave

Teacher prepares

exam paper

Invigilators

monitor conduct

Exam is marked

End Exam

Process

Results considered

by Exams

Committee

Students sit exam

Students wait

for results

Invigilators collect

papers and

return to Dept.

Results

approved?

Invigilators

prepare room

Appropriate

corrective action

taken

Course Reviewed

Yes

Exams Committee

Report (once results

are confirmed)

Students’ results

issued

Slide 21

Training Module 08v2 Process Mapping

Last updated 26 September 2006

Page 8 of 9

How much detail?

• Macro process maps useful for strategising, but

not helpful for process improvement.

• For process analysis and improvement

purposes, more detailed flowcharts are better.

• Stay focused on the process client.

• Even as you get more detailed, keep the

overall process objective in mind.

• You can insert additional detail in the symbols

(e.g. names; time frames) or in supplementary
notes, using the numbers on the symbols.

Process Mapping

A tool for quality improvement

Thank you and congratulations on

completing this training module!

Slide 22

Slide 23

2.2 Workshop Activity

The following slide outlines the workshop activity. For further information on
the workshop, see the online PowerPoint presentation for this Training Module
(

http://www.oac.gov.om/enhancement/training/08/

1. Form into groups. Consider the steps involved in

your Group’s process; identify the stakeholders.

2. Map those steps into a flow chart (using the OHP

transparencies). Include the front line of interaction.

3. One person will report back to the full workshop.
4. There are 30 minutes for this activity and 20 minutes

for the feedback session

5. There are model answers attached here. These are

examples and not the only right answers.

Workshop Activity

Instructions

Group 1

Curriculum

Review

Group 2

Performance

Appraisal

Group 3

Organising

Meetings

Group 4

IT Helpdesk

ADDITIONAL MATERIALS

These additional references are supplied for general educative purposes only.
Their inclusion here does not imply any endorsement or warranty by the
authors of this training module.

Training Module 08v2 Process Mapping

Last updated 26 September 2006

Page 9 of 9

Note that web references provided below may not remain active for long! If
you want to check them out, it is better to do so quickly!

If you intend to search flowcharting on the web, note that spelling varies
between ‘flow chart’ and ‘flowchart’.

3.1 Further Resources on Process Mapping

• Wikipedia, a community-authored online encyclopedia, is often a useful

course of information on topics. They have a concise overview of the
theoretical history behind Flowcharting, known as Unified Modeling
Language:

http://en.wikipedia.org/wiki/Unified_Modelling_Language

• American National Standards Institute (ANSI) x3.5:1970 provides another

standard for flowcharting. This was withdrawn by the Federal Information
Processing Standards Publications in 1988, owing the standards not
having kept up with industry practice. But ANSI x3.5 is still widely cited
today by software retailers and consultants.

• iSixSigma

provides

extensive

and

detailed

online

resources:

http://www.isixsigma.com/tt/process_mapping/

• Most standard software applications have a basic flowcharting component

built into them (such as MS PowerPoint, and MS Word). However, if you
want to do higher quality flowcharting there are several specialized
software applications, such as Microsoft Visio, ABC, EDraw and
SmartDraw. Microsoft Visio is perhaps the most common and comes as
part of the Microsoft Office Pro suite.

• There is an online tutorial for flowcharting which, for now, is free of charge

http://home.att.net/~dexter.a.hansen/flowchart/flowchart.htm

• SmartDraw has a tutorial also, which can be found at the following website:

http://www.smartdraw.com/tutorials/flowcharts/whatis.htm

• For more on Blueprinting, see George, W.R., Gibson, B.E. (1991),

"Blueprinting: a tool for managing quality in services", in Brown, S.W.,
Gummesson, E., Edvardsson, B., Gustavsson, B. (Eds),Service Quality:
Multidisciplinary and Multinational Perspectives, Lexington Books,
Lexington, MA, pp.73-91.

3.2 Discussion Board Details

The online discussion board for this Training Module is not yet operational.

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