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SeCtion tWo Change approaches & management tools
PROCESS MODELLING: PROCESS FLOW Description
Process modelling may be used to clarify the range of different views on, and expectations of, current processes. It seeks to visually represent the dynamic interaction between different elements of a system and may be used to engage those involved in discussions about potentially beneficial changes. Process modelling tools are adaptable, can be used in different settings, and may be used as stand-alone diagnostic tools as well as supporting a wide range of interventions such SSM and organisational development. Two principle methodologies are Process Flow (described here) and Theory of Constraints (see next Tool).
Process Flow diagrams capture all of the individual stages in a process in an accessible manner. They may be developed to show what should happen, what actually happens, or what a team would like to happen in the future; often, all three are developed so that teams develop their ‘ideal’ process in the light of their detailed understanding of the shortfalls in current practice against expected processes.
Use
Stages
1. Facilitator brings together the staff responsible for each stage of service delivery to map out the process. Staff members are asked to consider the process as it should currently operate, and write out each step on a ‘post-it’ note and assemble the process by posting the notes on a flip-chart in sequence. They are encouraged to discuss this as they work and capture all of the steps to provide as accurate a picture as possible.
2. Discussion continues until everyone is happy that the process has been accurately captured.
3. The facilitator leads discussion on differences between the process as it should happen, and what actually happens in practice. Staff members capture the differences with additional ‘post-it’ notes to detail problems with the current process.
4. The facilitator then leads a final discussion in which staff members are encouraged to suggest alternatives that make the pathway more efficient, through removal of redundant stages or duplications.
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