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Part Two
Design
Figure 4.6 Process maps for three sandwich making and selling processes
High-level process
mapping
Outline process map
in advance and customized with salad, mayonnaise, etc. as customers ordered them. The
process maps for making and selling the standard sandwiches, the current customized
sandwiches and the new customized process are shown in Figure 4.6.
Note how the introduction of some degree of discretion in the new process makes it
more complex to map at this detailed level. This is one reason why processes are often
mapped at a more aggregated level, called high-level process mapping, before more detailed
maps are drawn. Figure 4.7 illustrates this for the new customized sandwich operation. At
the highest level the process can be drawn simply as an input–transformation–output process
with sandwich materials and customers as its input resources and satisfied customers
‘assembled’ to their sandwich as outputs. No details of how inputs are transformed into
outputs are included. At a slightly lower, or more detailed level, what is sometimes called an
outline process map (or chart) identifies the sequence of activities but only in a general
way. So the activity of finding out what type of sandwich a customer wants, deciding if it can
be assembled from a sandwich ‘base’ and then assembling it to meet the customer’s request,
is all contained in the general activity ‘assemble as required’. At the more detailed level, all
the activities are shown (we have shown the activities within ‘assemble as required’).