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Process Mapping Survival Kit

Process Mapping SymbolsBranch Level Process Use for representing processes above the start point (leaf level).

Decision Point Text in the decision point symbol should be in the form of a question.

Operator Decision/Information /Activity or Operation Use for activities carried out at the time of the query. For other activities use the delaysymbol.

Also use for information presented to mediators - not viewable by the public. If withinthe flow then it should be used as an operator decision point, if outside the flow it shouldbe used as operator information. If both operator decision and information are required atthe same time then both the decision point and the information should be detailedtogether within the flowStart and End Point This begins or ends a line of enquiry. Endpoints should be aimed at the mediator andshould include any information relevant to the process and also information for themediator to 'pass on' to the customer. Start points should indicate that this is where theleaf level process beginsDocument (Paper or electronic)Use to represent documents, forms & information leaflets. Should contain the words 'sig'if a signature or authentication is required.DelayThe delay symbol should only be used where the process must pause until the customer returns. This is most likely in instances where the customer needs to provide additionalinformation for the process to continue. The delay symbol should not be used when thedelay is essentially a back office process, and therefore not part of the customer interaction.System ActivityUse to identify a system and guide the mediator on how to use the system to view, add or edit information Description should include actions such as check/view, update, add or

delete.Off Page ConnectorConnection to another part of the same process on a different page. Can also be used toconnect to another process. This symbol should be used at the top of every continuationpage.On Page ConnectorConnection to another part of the same page.

AnnotationUsed to supply additional relevant information to the public. If the information is for themediator use operator decision/information symbol instead.Hook to common or back office ProcessShould contain a brief synopsis of what happens next. This is one of the methods by

which local back office process maps will hook into customer facing processes.Re-engineering Symbol (Should contain number and an explanation)1. National Changes2. Planned Corporate Initiatives3. Planned local re-organisation4. Inefficient/Inconsistent practice5. Other 6. Verification needed

Copyright The LEAP Project 2001.

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