The 5 Benefits of Alignment Process Mapping

September 20, 2019
Alignment Process Mapping

Alignment diagrams by themselves do much more than present a linear flow of activities. Buried in the process are various levels of analysis and strategies. Indeed, Aligned process mapping defines the “engineered customer and company experience.” The company wants its customers to have a great experience to the point that they will recommend the company to friends and acquaintances. With the power of social media, complete strangers can gain important insights and referrals from others. This fact can be a double-edged sword because bad experiences are also prone to revelation to the general populace of potential customers.

Benefit 1. Empathy

Analyzing processes, what they are supposed to do requires an examination of the human reactions along the chain of events. At each touchpoint are human beings (although this is changing for the worse, in my opinion.)

For example, technology is supposed to speed things up and improve communication processes. Enter the “Intelligent” voice mail system. Do these systems make the experience better for the customer or the provider? While it can make employees more productive, it can also negatively affect the customer experience. I know it does for me.

By the same token, a customer or aggressive employee at a process touchpoint can create a negative experience for both. That is why, when developing processes, it is important to understand and align the company’s and client’s goals. Particularly at touchpoints, there should be some default processes to avoid turning a process event into a problem. In fact, problems create real opportunities for the company to shine. We’ve all been there.

“I’m sorry, that is our policy, and there is nothing I can do.”

I know from my personal experience, that response cost a vendor a $500,000 sale  I was planning to make because they just weren’t interested in helping me with a small yet important detail. There was no awareness of putting oneself in the place of the customer-aka empathy. Call it poor training, but there should have been an escalation process in place to avoid those “bad hair” days. “Sorry sir, let me get someone who can help you,” should have been the response. 

Benefit 2. The “Big Picture”

Designing Alignment process mapping requires having the big picture. All processes should be within the context of the company mission and philosophy. The company has to be profitable, but there are times when employees need to use some critical thinking and elevate above mere procedure and turn to mission and philosophy. It may cost some sales, but in the long run, it will help build the brand. Training staff to understand the company priorities and how those may apply to variations from normalcy is money well spent. A visual model does not clearly explain those subtleties, but the process should be written out and designed to reinforce those values the company holds as sacrosanct. 

Day in and day out, the processes of the company should reflect the best intentions of the company. 

Process Mapping

Benefit 3. Alignment Process Mapping Breaks down Silos

Traditional organizational structures like to break up functions into boxes or silos. While this model works well, it can become fertile ground for turf protections and obstructive politics. Crossing the functional lines can become an act of war. When designing processes, the entire company needs to be involved in some sort of fashion. Processes that flow from one department to another require collaboration, and there must be efficient interphase between them.

Often, departments have no idea how other departments work and why they do the things they do. During the process of mapping, the entire company can learn how and why other departments fit in the general flow of doing business. In fact, there are those management gurus who feel the day of “boxy” organization charts” may become a thing of the past as more companies promote collaboration rather than siloed specialization. Flat and collaborative.

Benefit 4. Process Mapping Promotes Focus

During the mapping process, simple yet important questions are asked: “Why do you do that?” Most often, the reply is either “I’m not sure,” or “That’s the way we have always done it.” When existing processes are evaluated, inefficiencies can easily be seen and either removed or changed. How much time and money is lost, filling out useless documents or files lost because there are no logical organizational processes? “ If it ain't broke, don’t fix it,” can be a costly default. 

Benefit 5. Process Mapping Can Provide Opportunity

It’s not uncommon while mapping to find not only more inefficiencies but also new opportunities. For example, we may find that an existing process can require a position that could be substituted with technology and allow an employee to be deployed in other more productive tasks. Another example is there may be by-products that could be turned into new profit centers by slightly altering the existing processes. Indeed, processes are the operational foundation for companies, and they should be constantly examined for inefficiencies and better ways of getting things done while at the same time, staying aligned with the company principals.

Cara Chatellier

Cara Chatellier is a digital marketing strategist & content writer. She lives in the Boston area and has worked with MetaExperts since October 2018. She loves travel, wine tastings, and podcasts.

Recent Posts

November 18, 2021
5 Reasons Why Your Organization Should Embrace Digital Transformation

Digital transformation at the enterprise level is the dance between the art of the practical and the possible. It's best approached with a hands-on strategy in helping organizations come up with what they can do at present to attain their goals.  Digital transformation is a whole set of different tools, applications, and technologies that businesses […]

Read More
November 17, 2021
5 Reasons Why Organizations Find It Hard to Go Digital

Until 2021, only 15 percent of organizations had prioritized digital transformation, according to Forrester. These are low numbers, given that most companies and businesses were forced to shift online due to the pandemic. The remaining 85 percent of organizations are working extra hard to keep up with the numerous digital transitions, with little effect. Is […]

Read More
November 16, 2021
Operational Excellence: 3 Proven Ideas that Will Transform Your Operations

Your manufacturing business continually strives to maintain profitability, stay ahead of the competition, and keep pace with technological changes. In addition, achieving and maintaining operational excellence is a significant goal of your company's success. Undoubtedly, this has proven to be a challenge amid a global pandemic as supply chain delays, increased costs, and staffing shortages […]

Read More

Industry Experience

Aerospace
Chemical
Computer/Software
Construction
Consumer Goods
Defense
Energy
Entertainment
Financial Services
Food
Health care
Information Services
Insurance & Retirement
Manufacturing
Automotive
Complex Manufacturing
Media
Pharmaceutical
Pulp and paper
Retail
Steel
Telecommunications
MetaExperts™ a Division of MetaOps
MetaOps Logo Reversed Super Light

Contacts

10343 W RS Avenue, Mattawan, MI 49071, United States
734-425-1455
experts@metaexperts.com

©2021 All rights reserved, MetaOps, Inc.

Sitemap
linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram