Quality Improvement Zone

A process map helps teams understand how a process works in practice, develop a shared understanding of their system and identify opportunities for improvement. They can be created at different levels of detail, from a high-level overview to a detailed map that breaks down each step in a process.

A process map typically includes:

• A start and end point that defines the boundaries of the process
• Process steps that show the tasks carried out between the start and end points
• Decision points where different actions may be taken depending on the circumstances
• Arrows that show the flow and sequence of activities

Process mapping helps teams understand how work currently happens rather than how they think it happens. By making the process visible, teams can explore variation, identify inefficiencies and develop ideas for improvement.

 Process mapping can help you:

• capture and visually represent the steps in a process
• build a shared understanding of how work is carried out across a team or system
• identify bottlenecks, duplication, delays and steps that do not add value
• identify environmental, financial and social impacts within a process
• generate ideas for improvement and change
• encourage collaboration by involving people who are part of the process in understanding and improving it

A template including the different shapes can be downloaded below. You can also start by using flip chart paper with sticky notes or an online whiteboard/process mapping software.

1. Gather the right people

Bring together people who understand different parts of the process. Including a range of perspectives will help create a more complete and accurate map.

2. Agree on the boundaries of the process

Start by identifying and agreeing on the first and last steps in the process. This helps everyone focus on the same part of the system and clearly defines the scope of the map. Traditionally, start and end points are shown using an oval shape.

3. Map the process as it happens now

Identify each task and decision point in the order they occur. Traditionally, tasks are represented by rectangles and decision points by diamonds. Clearly label the outcome for any decision points e.g. Yes or No.

4. Review and validate the map

Review the completed map with everyone involved to ensure it accurately reflects how the process currently works and that no important steps have been missed.

5. Analyse the process

Examine the map to identify opportunities for improvement. Look for bottlenecks, delays, duplication, unnecessary steps, handover points and areas where resources may be wasted. Consider which activities add value and which do not, as well as any environmental, financial or social impacts associated with the process.

6. Use your learning to inform improvement

Use what you have learned from the process map to develop your understanding of the system and identify opportunities for change. The information gathered through process mapping can help teams generate change ideas, develop driver diagrams, refine aims and plan PDSA cycles.