A porta de processos

Process Mapping: Understanding the Workflow

Introduction to Process Mapping

• The session begins with an introduction to process mapping, emphasizing that it is not necessarily the first step in a project; data analysis and process analysis occur simultaneously.

• The primary goal of process mapping is to understand the workflow of a given process, which helps identify issues within traditional business operations.

Identifying Problems in Processes

• Issues in workflows are referred to as "disconnections," which represent gaps or loose ends that disrupt systemic understanding.

• Disconnections can lead to significant impacts on company performance and overall process efficiency, especially when improvement projects span multiple distinct areas.

Case Study: Customs Broker Efficiency

• A case study involving a customs broker illustrates the complexities of importing/exporting goods, highlighting various bureaucratic steps involved.

• Companies often hire customs brokers to navigate these processes efficiently, including tasks like calculating taxes and managing logistics.

Analyzing Operational Costs

• The customs broker sought assistance due to inefficiencies identified through benchmarking against competitors and observing daily operational challenges.

• The director of operations hired consultants to analyze their workflow for potential improvements in cost management and service delivery.

Detailed Workflow Breakdown

• The customs broker's role involves coordinating activities from the point of origin (e.g., China or Germany) until delivery at the destination company.

• Financial transactions are crucial; clients deposit funds for services rendered throughout this logistical journey, culminating in invoicing by a billing specialist.

Invoicing Process Insights

• Each importation represents a unique process requiring detailed invoicing that outlines all expenses incurred during transportation and handling.

• The invoicing procedure is complex, involving multiple inputs from different software systems that must be accurately integrated into one comprehensive document.

Technology Integration Challenges

• Despite having advanced operational software that integrates with various systems (like tax calculation), some critical integrations were overlooked during initial assessments.

• Identifying these gaps necessitates thorough mapping of processes to ensure all components function cohesively within the operational framework.

Understanding the Disconnect Between Sales and Operations

The Role of Sales and Operations in Business

• The invoice generation process is not automated; it relies on information from the sales department rather than operations, highlighting a disconnect between these two areas.

• In this company, sales and operations functioned as entirely separate entities, with operations based at various ports and airports while sales were centralized in São Paulo.

• The sales team operated in a corporate environment distinct from the operational staff, emphasizing their different workflows and tools.

Challenges Faced by the Billing Department

• Sales representatives negotiated contracts that included agreed pricing but lacked access to operational software, creating barriers for billing personnel who needed this information.

• There was no integration between sales and operations software, leading to inefficiencies where billing staff had to manually seek out contract details from sales representatives.

Proactive Measures Taken by Billing Staff

• When faced with incomplete information for invoicing, billing staff often resorted to either guessing or actively seeking out necessary data from sales teams.

• A proactive billing employee created an Excel spreadsheet containing all client fees to streamline access to necessary information instead of relying solely on communication with sales.

Impact of Inflation on Contract Management

• Annual inflation necessitated renegotiation of contracts; however, responsibility for this task fell primarily on the salesperson without proper communication back to billing.

• The lack of notification about contract updates led to continued issuance of invoices based on outdated pricing information.

Consequences of Disconnected Processes

• This disconnection resulted in significant discrepancies within financial records; outdated values persisted since 1998 due to poor communication between departments.

• Such breakdowns can lead to severe operational issues, especially when multiple processes are involved in logistics and compliance.

Importance of Mapping Processes for Improvement

• Identifying gaps in workflow is crucial for enhancing efficiency; understanding how processes interconnect can prevent costly errors.

• Continuous improvement projects should focus on analyzing these workflows to propose effective solutions that bridge departmental divides.

Understanding Process Mapping and Procedures

The Importance of Mapping Processes

• Understanding peculiarities in processes is crucial for mapping. It helps to grasp the overall flow and the activities being performed within an organization.

• There are distinct elements: processes (information, activity, material flows), procedures (controlled by individuals), and improvement projects that require mapping these procedures.

Differentiating Between Processes and Procedures

• A procedure example includes how a billing clerk fills out an invoice; it represents specific rules or steps in a process.

• Processes have greater complexity but less detail, while procedures are simpler yet more detailed. It's essential not to focus solely on one aspect to avoid missing critical insights.

Identifying Breakdowns and Opportunities for Improvement

• Without mapping processes, disconnections may go unnoticed. Similarly, failing to map procedures can obscure opportunities for reducing cycle times and improving efficiency.

• Recognizing flow breaks or waste in procedures is vital. Future discussions will introduce techniques for effective process mapping to understand operational functionality better.