Case study · Workflow mapping
Creating a shared view of more than 150 operational workflows
A structured process-discovery initiative helped six operational teams document how work moved across stakeholders, systems and team boundaries.
Context
The situation
Operational knowledge was distributed across teams and individuals. Processes were understood locally, but there was no consistent end-to-end view of the work, its dependencies or its hand-offs.
Approach
Making the work explicit
The work began by bringing teams together to identify their stakeholders and catalogue the activities performed for each stakeholder group.
Initial workflows were developed collaboratively and then translated into clear digital process maps using Microsoft Visio. The maps were reviewed with the relevant teams and refined before handover.
- 01The trigger for the work
- 02The people and teams involved
- 03The systems used
- 04The sequence of activities
- 05Decision points and exceptions
- 06Dependencies and hand-offs
- 07Completion criteria
- 08Known gaps and inefficiencies
Scale
More than 150 workflow maps
Six operational teams
Multiple stakeholder groups
Cross-team dependencies documented
Outcomes
What the work supported
Process visibility
Gap identification
Improvement discussions
SOP development
Governance and quality assurance
Staff onboarding
Operational reference
Knowledge transfer
Offshoring and transition planning
Process mapping creates value not only through the final diagram, but through the conversations required to create it.
Bring clarity to complex work.
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