Process Mapping

Process Mapping is the essential foundation for every approach to quality improvement (Six Sigma, Lean, RPI, reengineering) and workflow automation (ERP, BPMS, CRM).  Properly used, process maps can help your organization:

  • Understand how value is created for different stakeholders
  • Eliminate as many as 50% of the steps by identifying non-value-added activities
  • Reduce complexity of operations for employees and at customer touch points
  • Clarify the true business requirements prior to automation or reengineering investments
  • Enable staff to see past “local” concerns and understand the “global” needs of process customers
  • Actively engage employees in problem solving and opportunity identification
  • Cultivate a culture of knowledge sharing and retention
  • Identify opportunities for dramatic improvement in product quality and/or customer experience

Explore this section to learn more about how your organization can benefit for process mapping.

Mapping the Path to Business Success

There are many important reasons to map a process. Ideally, maps will be created by your process performers, managers and subject matter experts. This creates ownership of the results and better cross-functional understanding. Mission-critical projects benefit from expert facilitation. There is not better resource to guide your team to success than Orion. Services include:

Enterprise Process Blueprint

Your organization is comprised of hundreds, if not thousands, of processes. Many are interdependent when it comes to delivering value to your stakeholders. An enterprise process blueprint identifies an organization’s core process flows and demonstrates how the different types of processes (value-creating, support, asset-creating, management) fit together. It is the first step in establishing organization-wide business process governance. Orion will work with your executives and operational leaders to develop a model that is unique to your enterprise.

System Mapping: Understanding the Big Picture First

Whether an initiative is classic performance improvement or technology modernization, it is tempting to dive right in, get under the hood and get to work building the solution. Unfortunately, that approach often leads to more efficient “garbage-in, garbage-out” and other fundamental flaws that undermine project potential. A systems thinking approach helps you see the big picture, clarify priorities and understand the dependencies that can assure maximum ROI from your team’s effort. Orion will facilitate the creation of a project-guiding system map. This map can illustrate a single key process or your entire enterprise.

As-Is Analysis: Opportunity Identification

At almost every organization, there is a significant gap between the way management thinks processes are executed and what really happens on the front line. Some of this is due to natural variation among people. More significantly, exceptions, workarounds, special customer needs and perceived regulatory requirements cause process steps to be added over time. As-Is analysis enables an organization to see the opportunities to:

  • Reduce complexity and standardize best practices
  • Eliminate the root causes of exceptions and workarounds
  • Incorporate organic innovations and value-added customer services
  • Determine if performance goals can be met via improvement or if redesign/reengineering is required

Orion will work with your process performers and subject matter experts to document how work if truly performed; analyze cost, quality and cycle time; identify upstream pulse points, and define charter process improvement and/or reengineering initiatives.

Improve or Redesign

As-Is Before IT

Business Process Redesign

Whether you call it reengineering, transformation or creative destruction, optimizing enterprise-wide performance requires the rethinking and redesign of the value-creating processes that cross your organizational silos. Automation efforts that introduce change on a function-by-function basis sub-optimize efficiency and value creation. Orion has long been recognized as a leader in process documentation, assessment, streamlining and innovation.

More than just technical experts, our consultants utilize a facilitative approach that not only delivers innovative process designs but also yields internal business process expertise. Indeed, the in-house experts we train enable BPM self-sufficiency and often become the future leaders of your organization. Partnering with Orion can positively impact your organization for decades.

Compliance and Standardization

Many organizations must maintain documentation to assure operations consistently comply with government regulations (FDA, Sarbanes-Oxley) or international standards (ISO). Even non-regulated firms need standardized processes that deliver repeatable and reproducible quality. Orion can help your organization create clear, well-organized and easy-to-use process documentation that will satisfy your regulatory, industry and educational needs.

Process Knowledge Retention/Management

Every major process requires “process wisdom”: Nuances, exceptions, and subtleties that enable experienced team members to avoid mistakes and/or deliver service that is above and beyond customer expectations. This wisdom is generally learned on the job and rarely passed on from generation to generation. Orion can help you make business process wisdom a sustainable asset that assures higher levels of performance, less disruption from turnover, and a culture of knowledge-sharing.

Click here for more information on Orion’s approach to knowledge retention and management.

Professional Development Options

Mastering process mapping as a business skill goes far beyond learning flowchart shapes and connectors.  Orion’s experienced instructors teach you how to use a toolbox of techniques to capture business wisdom, optimize resources, and maximize value creation for the customer. Orion’s seminar, taught nationwide since 1994, is the de facto standard of the industry.  We offer a comprehensive classroom experience, a concise online module and customized training for your team.

Process Mapping, Modeling and Analysis seminar

How to Streamline and Reengineer Business Processes

In two days, his practical, how-to-do-it seminar will arm you with the knowledge you need to analyze the way your organization really operates, to identify opportunities for dramatic improvement and to implement process changes that will have an immediate impact on quality, customer service, productivity and the bottom line.

Essentials of Process Mapping webinar

In two hours, this interactive, self-paced module will show you how to use the three most common charts to document, communicate and analyze business processes.

The content from this course is curated from Orion’s renowned Process Mapping, Modeling and Analysis seminar.  Your virtual instructor is Robert Boehringer. Estimated run time: 1-hour presentation only; up to 2 hours with included exercises.

These skills can also be delivered as a consulting engagement applied to real projects. For more information, email Margaret Powers or call her at (800) 510-2117.

Unrivaled Expertise in the Classroom and the Field

Practice Leader – Robert (Bob) Boehringer

As Vice President – Process Management Services for Orion Development Group, Mr. Boehringer has more than 30 years of experience helping leaders and professionals improve quality/productivity via the implementation of process improvement methodologies (TQM, SPC, Reengineering) and focused automation. His expertise in process design and problem solving is recognized globally. Mr. Boehringer is the architect of several of Orion’s seminars, including Process Mapping. Process Mapping is the de facto standard of the industry, having been delivered to more than 30,000 professionals from both private and public sector organizations in the last two decades. He consistently receives outstanding reviews from his students.

Mr. Boehringer’s clients have included Chubb Insurance, Citibank, ConEd, Microsoft, Pfizer, Warner-Lambert, Genentech, Delaware River Port Authority, Kaiser Permanente Healthcare Systems, US Navy, Fairfax County Government (VA), Dakota County Government (MN), The Hartford Insurance Company, State Farm Insurance, Southern California Edison and the University of Pennsylvania.

Some of Mr. Boehringer’s larger projects have included a major re-engineering and organizational restructuring for the Michigan Office of Retirement Services, redesign of work processes to support global product management for Warner-Lambert, and project leader for the as-is analysis phase of Ohio PERS’ end-to-end business process redesign.

Prior to becoming a consultant, Mr. Boehringer worked for DuPont, Shell Oil, Procter & Gamble, and Pepsi-Cola. He has a B.S. in Mechanical Engineering from Cornell University and currently serves on the boards of Boehringer Laboratories, Inc. and Catalyst Marketing Communications, Inc.

Senior Instructor – Edwina McKinney

Edwina McKinneyEdwina McKinney is a Senior Instructor with Orion Development Group. Ms. McKinney has more than 20 years of experience in management and organizational training. She has provided quality management, process improvement and Balanced Scorecard training for both public and private sector organizations.

As an IBM Systems senior manager, Ms. McKinney utilized her extensive training experience in workflow analysis, human resource activities, quality processes, employee motivation and management skills for changing environments. As a member of IBM’s management team, she participated in their preparation for the Malcolm Baldrige Award. This broad experience enables Ms. McKinney to excel in both management-level and executive-level training assignments.

Ms. McKinney has developed and delivered business seminars for many organizations. As an IBM loaned executive, she designed, developed, conducted and documented a five-course curriculum for a non-profit organization. For this, she received the IBM “Curriculum of the Year” Award. She has served as an instructor and advisor to many companies implementing quality improvement programs and has taught professional development seminars from universities throughout the country.

Ms. McKinney received her undergraduate degree from the University of Oregon and conducted her graduate studies at the University of Minnesota and Harvard University.

Process Consultant – Joe Brancaccio

Joe BrancaccioJoe Brancaccio is a Process Management Consultant for Orion Development Group. He has more than 20 years of experience in process management, strategic planning, organizational effectiveness, and leadership. Mr. Brancaccio has worked with many Fortune 500 companies and assisted the States of Texas and Oklahoma with their quality improvement strategies. He was directly involved with the ‘Leadership Through Quality’ strategy at Xerox Corporation and assisted with the winning of the Malcolm Baldrige National Quality Award.

As an instructor, Mr. Brancaccio has a friendly yet passionate and motivational style of presentation people enjoy. Joe Brancaccio graduated with honors from the U.S. Military School in Fort Knox, Kentucky and is a Fellow at the University of Texas, Austin.

Senior Instructor – Amanda Dietz

Amanda DietzAmanda Dietz (Mandy Dietz) is the Vice President – Project Management and Business Analysis and a Process Management Advisor for Orion Development Group. She has more than 25 years of experience in operations management, auditing, and process improvement.

Prior to joining Orion,  Mandy Dietz attained extensive quality and process management experience in the corporate world, principally in the Financial Services sector. She served on the senior management teams at InTuition, Inc. and Florida Federal Savings Bank (now part of Wells Fargo). In these roles, Ms. Dietz’s accomplishments included:

  • Enhanced product line profitability in excess of 10% for multiple years
  • Recognized as semi-finalist in the 1994 USA Today/RIT Quality Service Award
  • Reduced turnaround times from multiple weeks to less than two days
  • Reduced call center hold times by more than 80%
  • Raised quality performance indicators above corporate standards
  • Successfully directed numerous information technology conversion projects

As an instructor, Mandy Dietz consistently receives outstanding reviews from seminar participants. Her training/consulting clients include:

  • Bank of America
  • Duke Energy
  • Consumers Credit Union
  • Daimler-Chrysler Financial
  • University Federal Credit Union
  • Best Buy
  • Ohio PERS
  • Santee Cooper
  • Kuraray America
  • U.S. Postal Service
Amanda Dietz earned her BS in Finance from Indiana University and MBA in International Management from the University of South Florida. She was a Certified Quality Manager (ASQ).

The Wisdom of Bob: Perspectives from Orion’s Practice Leader

Please enjoy this collection of videos that address a variety of key tools, concepts and management strategies necessary to achieve mature, sustainable business process excellence.

Why Map a Process?: DRIVE

Design vs. Deployment Failures

System Map Essentials

Why Handoffs Fail

Treating Symptoms vs. Finding Solutions

Feedback & Feedforward Loops

Cost of Bad Inputs

Baby Boomer Brain Drain

Unparalleled Real-World Experience

More than 30,000 professionals from private and public sector organizations have completed Orion’s Process Mapping seminar in the last two decades.  Our experience goes far beyond the classroom.  Below are just some of the clients for whom Orion has provided process mapping consulting, coaching, analysis and facilitation. No team of experts in the United States has helped more organizations in more industries leverage process mapping to achieve performance excellence.

Business Services
Acxiom (Data)
Chemtrade Logistics
ClientLogic (Call Centers)
Control Solutions (Auditing)
DGI Supply
Flint Energy (Logistics)
Louisiana Offshore Oil Port (Transportation)
NYK Line (Cargo)
Terremark (Data Centers)
Visa International
Weichert Workforce Mobility

 

Manufacturing (General)
American Biltrite
BAE Systems
Becton Dickinson & Company
Demmer
Exactech
Formosa Plastics
Guidant
Harris Corporation
JLG Industries
KLA Tencor
Philip Morris
Reynolds American
Pharma and Petrochemical
Aventis Pasteur
Glaxo Wellcome
Hoffmann-La Roche
ImClone
Marathon Ashland Petroleum
Merck
Pfizer
Shell Caribbean

 

Utilities (Energy and Phone)
AT&T Mobility
Bell South
Bonneville Power Administration
Colorado Springs Utilities
Consolidated Edison (ConEd)
Consumers Energy
Duke Energy
Hawaiian Telecom
Metropolitan Water Dist of So. Cal.
Pacific Bell
PSE&G
Santa Clara Water District
Santee Cooper
Southern California Edison

 

Consumer Services and Retail
AAA (Automobile Club)
AT&T Mobility
B&H Photo (Retail)
Carlson Hospitality (Radisson Hotel)
Coca-Cola (Distribution)
Gate Petroleum (Retail)
K. Hovnanian (Home Construction)
Kal Tire (Retail)
Kohl’s (Retail)
L’Oreal (Cosmetics)
Target (Retail)
Timex (Watches)
Tori Richard, Ltd. (Clothing)

 

Education
Atlanta Public Schools
California State University System
Case Western Reserve University
Dallas Independent School District
Michigan State University
Princeton University
Schoolcraft College
University of California Davis
University of Delaware
University of North Carolina Charlotte
University of Pennsylvania

 

Financial Services
Affinity Federal Credit Union
American Funds
Berkley Mid-Atlantic Group
Capital One
Citibank
Consumers Credit Union
Delaware Pensions
Farmers Insurance
Federal Reserve Bank of New York
First American Title Insurance
The Hartford Insurance
Hawaii Medical Service Assoc.
Indiana Public Retirement System
MetLife
National Rural Utilities CFC
Ohio Public Employees Retirement System
Optima Health
San Antonio Federal Credit Union
State Farm Insurance
State of Wisconsin Investment Board
Technology Credit Union
TIAA-CREF

 

Government and Not-For-Profit
American Automobile Association
American Cancer Society
American Petroleum Institute
American Red Cross
Chatham County, GA
City of Austin, TX
City of Rochester Hills, MI
Cleveland Water
County of San Mateo, California
Dakota County
Delaware Pensions
Delaware River Port Authority
Denver International Airport
Fairfax County, VA
Hillsborough County, FL
Indiana Public Retirement System
Johnson County Sheriff’s Office
Judicial Council of California
Kids Central
Metropolitan Water Dist of So. Cal.
Midwest Forensics Resource Center
Neighborhood Centers
Ohio Public Employees Retirement System
Orange County, California
Prince William County, VA
Santa Clara Water District
San Diego County, CA
SWF Water Management District
State of Michigan
 – Dept. of Family Services
State of Hawaii
 – Dept. of Taxation & Labor
State of Michigan
 – Office of Retirement Systems
 – State Police
State of New Jersey
 – Dept. of Treasury
State of Texas
 – Council on Workforce and Economic Competitiveness
 – Dept. of Agriculture
 – Dept. of Insurance
 – Dept. of Public Safety
State of Wisconsin Investment Board
Travis County (TX)
U.S. Coast Guard

 

Healthcare
BayCare
Children’s Medical Center (Dallas)
Michigan Public Health Institute
Shands Hospital
Texas Children’s Hospital

Let Orion help you streamline, innovate and standardize your business processes.
Call Margaret Powers today at (800) 510-2117.

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