Vision with experience

Business Process Mapping Sample

The following sample of business process documentation gives some idea of the style of document I produce. This is a single page showing three very simple processes. The full format is in a multi-page presentation, including indexes and detailed descriptions of roles.

The diagrams show the sort of information that is dynamically built during a Discovery Workshop. Participants can get a much better idea of the processes they are describing when shown this sort of presentation and will interact directly as the diagrams and supporting text is built. Much of the fine detail and tidying up is done outside of the workshop, but user familiarity is built as the process proceeds, making accuracy much easier to achieve.

You can navigate around this page by clicking on the links below to get to the three processes. Once there, click on the icons within each diagram to view the associated text and further diagram detail if available. (E.g. "Check Order" below.) Inwards Goods

Overview:

Goods incoming from the supplier need to be thoroughly checked before being used or placed on storage shelves.  This process includes several steps where checking is done for various aspects that may be a problem.  If this checking is consistently followed, problems when processing sales orders should not generally occur.

1. Process: Inwards Goods

1. Process: Inwards Goods

Who can start this process?

    Warehouse Manager

    Warehouse Staff

Stages, Roles, and Tasks

    Check Order Back to flow

    Overview:

    Shipment is checked against the documentation, which should be supplied with the cartons as received from the supplier.

    The number and condition of cartons is checked.  The number of cartons should be stated on the documentation.

    Within each carton, all part numbers and quantities are checked against the supplier’s documentation and original purchase order.

    2. Process: Inwards Goods, Stage: Check Order

    2. Process: Inwards Goods, Stage: Check Order

    Role Assignments.

      Warehouse Manager

      Warehouse Staff

    Advise Warehouse Manager of Delay.

      Warehouse Manager

      Escalate after 4 days.

    Advise Warehouse Manager of Delay.

    Tasks:

      Check Cartons (Manual)

      Procedure:

      Check shipment against accompanying documentation, checking the number and condition of cartons.

      Cartons Check? (Condition)

      Procedure:

      Has the correct number of cartons been delivered, in good condition?

      Unpack Cartons (Manual)

      Procedure:

      Unpack all cartons to check contents.  Keep contents together according to carton number used by the supplier.

      Check Product (Manual)

      Procedure:

      Within each carton, check part numbers and quantities against the supplier’s documentation and original purchase order.

      Contents Check? (Condition)

      Procedure:

      Shipment is checked against the documentation.  The documentation is packed in cartons as received from the supplier.

      The number and condition of cartons is checked.  The number of cartons is stated on the documentation.

      Within each carton, part numbers and quantities are checked against factory documentation and the original purchase order.

      Has the correct quantity of correct product for all products been supplied by the supplier?

        Output: Yes leads to Exit

        Output: No leads to Exit

     

    Order Checking Delayed Back to flow

    Tasks:

      Order Checking Delayed (Send Email)

      Procedure:

      If there is an unreasonable delay in checking incoming product, the Warehouse Manager is advised.

      This allows the resolution of any problems at Inwards Goods that are causing delays.

    Order Checked OK? (Condition)

    Follow Up Back to flow

    Role Assignments.

      Warehouse Manager

    Tasks:

      Follow Up (Manual)

      Procedure:

      If any carton(s) are damaged, follow up with transport operator(s).

      If any discrepancy in goods supplied is found, contact the supplier to resolve the problem.

    Move Product to Store Back to flow

    Tasks:

      Move Product to Store (Manual)

      Procedure:

      Place all items on the correct shelf in the store as noted on the label.

Product Return Requested

Overview:

As much information as possible is obtained about why product is being returned before this return is authorised.  This makes the handling of returned goods simpler, and also enables factory originated faults to be reported to them for correction.

9. Process: Product Return Requested

9. Process: Product Return Requested

Who can start this process?

    Warehouse Manager

    Office Staff

    Warehouse Staff

Stages, Roles, and Tasks

    Record Request Back to flow

    Role Assignments.

      Office Staff

      Warehouse Manager

      Warehouse Staff

    Tasks:

      Return of Goods Request(Worksheet)

      Procedure:

      Enter all details relating to the request.

      The more information available, the more likely the request will be approved.

      The original sales order must be located and the order number entered.

    Approve Request Back to flow

    Role Assignments.

      Management

      Warehouse Manager

    Tasks:

      Approve Request (Worksheet)

      Procedure:

      Review the information provided and either approve or decline.

      Please add any comments and / or reasons for your approving / declining the request.

    Request Approved? (Condition)

    Advise Requester Declined Back to flow

    Tasks:

      Advise Requester (Send Email)

    Advise Requester Approved Back to flow

    Tasks:

      Advise Requester Approved (Send Email)

Returned Product

Overview:

Product may be returned for a number of reasons.  It may be suitable for restocking.  A client may receive a credit for return. If the product is faulty and this is a manufacturing or other factory fault, then the suppliers are advised.

10. Process: Returned Product

10. Process: Returned Product

Who can start this process?

    Warehouse Manager

    Warehouse Staff

Stages, Roles, and Tasks

    Overview:

    Product may be returned for a number of reasons.  It may be suitable for restocking.  A client may receive a credit for return. If the product is faulty and this is a manufacturing or other factory fault, then the suppliers are advised.

    Locate Returns Authorisation Back to flow

    Role Assignments.

      Warehouse Manager

      Warehouse Staff

    Tasks:

      Locate Returns Authorisation(Worksheet)

    Return Authorised? (Condition)

    Record Request Back to flow

    Role Assignments.

      Warehouse Manager

      Warehouse Staff

    Tasks:

      Return of Goods Request(Worksheet)

      Procedure:

      Enter all details relating to the request.

      The more information available, the more likely the request will be approved.

      The original sales order must be located and the order number entered.

    Approve Request Back to flow

    Role Assignments.

      Management

      Warehouse Manager

    Tasks:

      Approve Request (Worksheet)

      Procedure:

      Review the information provided and either approve or decline.

      Please add any comments and / or reasons for your approving / declining the request.

    Request Approved? (Condition)

    Advise Requester Declined Back to flow

    Tasks:

      Advise Requester (Send Email)

    Check Condition of Goods Back to flow

    11. Process: Returned Product, Stage: Check Condition of Goods

    11. Process: Returned Product, Stage: Check Condition of Goods

    Role Assignments.

      Warehouse Manager

      Warehouse Staff

    Tasks:

      Enter Notes About Condition(Worksheet)

      Procedure:

      Enter notes about the product condition.  Record serial numbers (if any) so that any patterns in faults found can be tracked better, allowing better advice to the supplier.

      Check Condition of Goods (Manual)

      Procedure:

      Inspect all returned goods to ensure that seals (if applicable) are intact and labelling is correct for the contents.

      Batch numbers (if any) are recorded for future tracking of patterns of faults, and advice to the factory.

    Return to Store? (Decision)

    Put on Shelf Back to flow

    Role Assignments.

      Warehouse Manager

      Warehouse Staff

    Tasks:

      Put on Shelf (Manual)

    Advise Requester Approved Back to flow

    Tasks:

      Advise Requester Approved (Send Email)

    Advise Requester Unable to Return Back to flow

    Tasks:

      Advise Requester Unable to Return (Send Email)

    Enter Credit on ERP Back to flow

    Role Assignments.

      Management

      Warehouse Manager

    Tasks:

      Enter Credit on ERP (Non-XSol)

    Advise Product Manager Back to flow

    Tasks:

      Advise Warehouse Manager (Send Email)

      Procedure:

      The Warehouse Manager is advised, with details of the client, order number, order date and batch number (if any), so that product faults can be advised to the supplier for correction.

    Faulty Product? (Condition)

    Enter Credit to ERP Back to flow

    Role Assignments.

      Management

      Warehouse Manager

    Tasks:

      Enter Credit on ERP (Non-XSol)

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