Process Mapping: How To Do It
You can choose from a variety of formats for preparing your process map. But within any given process map, use consistent symbols for each type of process component, such as process steps, activities, and decision steps. This will support clear communication among participants as you develop and work with the process map to guide improvement decisions.
- Start with the big picture. Draw a macro-level process first. For example, the map below illustrates the process for making an appointment.
- Develop other diagrams with increased levels of detail. For example, you could develop a more detailed process map of the “Call from patient to schedule a visit” to understand the steps a patient goes through with your phone system to make an appointment.
- Observe the current process. Walk through the current process, observing it in actual operation. (Related resource: Read about process observations.)
- Record the process steps you observed. Document the steps as they actually occur. Start by writing the steps separately on index cards or sticky notes.
- Arrange the sequence of steps. Lay out the cards or sticky notes exactly as you observed the steps. Using cards lets you rearrange the steps without erasing and redrawing and prevents you from discarding ideas simply because it is too much work to redraw the diagram.
- Draw the final process map. Depict the process exactly as you observed, recorded, and arranged the sequence of steps.
For best results, this method needs to be accurate and fast. It should also involve a high degree of staff ownership as well as input from patients or enrollees who can provide their perspective on what really happens.
Learn More About Process Maps
- Basic Tools for Quality Improvement: Flowchart. Available at: http://saferpak.com/flowchart_articles/howto_flowchart.pdf. Accessed August 2010.
- Cousins M. Follow the Map; 2003. Available at: http://saferpak.com/process_mapping_art2.htm. Accessed August 2010.
- Damelio R. The basics of process mapping. Quality Resources; 2007.
- Galloway D. Mapping work processes. ASQ Quality Press, 1994.
- The Point of Care Foundation. Process Mapping. PFCC: patient and Family-Centred Care toolkit. Available at https://www.pointofcarefoundation.org.uk/resource/patient-family-centred-care-toolkit/tools/process-mapping/. Accessed January 19, 2025.
