Process mapping is an important and fundamental task in TQM. Process Maps are useful document for TQM standards like ISO 9001:2015 and related standards.
Conclusion:
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What is process? :
Every activity in the world is a "process".
An "activity" which transforms inputs to an output is called "process".
In this world no activity is done without input and no activity is done without a purpose or result. Resources like equipment, information are examples for input. Purpose or result is the example for output. (example : Product/service provided to a customer). So every activity is in the world is a "process".
Preparing Process Maps :
To implement Total Quality Management System standard like ISO 9001:2015 in an organization , we should do process mapping of every process of the organization.
To do a process mapping, we have to identify the functions/departments available within the organization.
For Example, if output of an organization is product (tangible/physical/hardware), then the following functions are available in general…
- Product Development (Design/Research and Development)
- Business Development
- Purchasing
- Outsourcing
- Stores /Inventory Management
- Production
- Installation and servicing
- Quality Assurance
- Machine Maintenance
- Human Resource Management
- Internal Auditing
- Business Planning/Strategic Planning
- Reviewing/monitoring the systems and processes
We have to prepare a process map for each function by listing four elements: 1) Inputs, 2)outputs, 3)risks and 4) objectives for the function.
Process Map is the output document of process mapping.
Process map can be prepared in any form.
“Turtle diagram” is a simplest form to prepare a process map.
Simple 4 box turtle diagram is given below for business development process…
Turtle Diagram : Process Map : Business Development
Inputs
|
Outputs
|
· Customer needs & expectations
· Technical requirements of the product/supporting services
· Commercial requirements of the products/supporting services
· Competency of Business development team
· Sources of information to business development team
· Changes in the requirements
|
· Market survey/Data
· Enquiry data
· Feasibility reviews
· Quotation/Proposals
· Contracts/orders/agreements
· Records of communicating contract requirements to other functions
· Agreement for changes and its communication to other functions
|
Risks
|
Objectives
|
· Requirements not clear
· Requirements not understood
· False commitments
· Not feasible
|
· Enquiry conversion ratio
· Contract commercial value
· Number of new customer developed
· Enquiry response time
|
Similarly we have to do process map for all function.
If need more information, if necessary, we can do process map for a sub process in a function also (for example : In purchase function, "development of new supplier" is a sub process, if we need more information, we can develop a separate process map for development of new supplier also. But preparing process map for sub process is not mandatory as per ISO 9001:2015 standard.
Conclusion:
By doing this task we are able to understand the processes within a function/department clearly and this process mapping is helpful to apply necessary controls in every process.
The process mapping is the fundamental task for TQM, ISO 9001:2015 and other related standards.
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