The document discusses process mapping and how it can be used to analyze and improve processes within an organization. Process mapping involves visually displaying the steps in a process, including inputs, outputs, responsibilities and issues. This helps identify non-value added activities, bottlenecks and other problems. An effective process map requires identifying the scope, capturing details in sessions with stakeholders, and analyzing metrics to find areas for quick wins and process improvements.

1. PROCESS MAPPING Process : A series of actions, changes or functions that bring about an end or a result.

7. Example of a Process Map:

8. Example of a Flowchart:

9. Process Mapping Methodology

25. Sample Swimlane Process Map – Customer Complaint Resolution