Intermediate level · Module 1: Office Systems and Standard Procedures · Lesson 1 of 3
Mapping Office Processes
Draw how work flows through the office from request to completion.
In this lesson you will
- Map a process step by step
- Identify delays and duplication
Key concepts
process mapsteps and decisionshandoffsbottlenecks
The lesson
A process map shows each step, who does it, decisions and handoffs between people, from the trigger (a request arrives) to the end (the request is completed).
Handoffs are where work gets lost or delayed; count them and question each.
Look for duplicated steps, unnecessary approvals and waiting time.
Step by step
- Choose a process.
- Interview the people involved.
- Draw the map with owners.
- Mark delays and duplication.
Practice activity
Map the four chosen office processes.
Expected result: Process maps with owners and problem points marked.
Check your understanding
-
Where does work most often get lost in a process?
Show answer
At handoffs between people.
-
What starts and ends a process map?
Show answer
The trigger and the completed result.
Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.