Welcome back to ‘Growing your Business Successfully using Business Process Video’ (quite a mouthful). This is part two in the series and today we’ll be looking at some basic mapping conventions that will ensure that the first stage of your business process video production process, business process mapping, is clear, simple and relevant.

Before I get started I would encourage you to download Rich Schefren’s new report ‘The Uncertainty Syndrome’ and in particular the section starting on page 30 which talks about the importance of ’systems thinking’. Rich details an eight-step process for overcoming any problem or constraint in your business which is:

1. Identify a problem in your business
2. Re-frame it as a systems problem
3. Probe, get specific and quantify to get to the root of the problem
4. Get clear about the problem
5. Get clear about the outcome that you want
6. Finish the sentence: The solution is to install a system that will……………………. (insert the outcome that you want)
7. Define the specific system solution (there IS a system for this), and assign the task of creating it
8. Implement the solution

There’s always a huge amount of value in Rich’s reports and he really understands how crucial good systems are for growing a successful business that produces both freedom and profitability for the owner. Being able to clearly capture, improve and communicate all of your business processes and procedures using Business Process Video eliminates much of the frustration, disillusionment and stress inherent in most ‘regular’ businesses.

So back to part two of our ‘How to’ series. In the introductory lesson one we learned about some software tools that enable us to map and video record our business processes and procedures. We then looked at the most common business process mapping symbols such as the rectangular activity or task symbol and the triangular storage symbol. You should have now experimented with process mapping and may have even completed your own map.

By the end of this lesson you will:

1. Have selected a simple process within your business
2. Be aware of three different types of process or work-flow maps
3. Gained an understanding of some important process mapping conventions
4. Be ready to complete your first process map

The first step is to select the process to be mapped. It could be the process involved in signing-up for and establishing a profile on a social networking site or up-loading a video using the Traffic Geyser service among many others. You don’t want a complex process that involves numerous systems and crosses multiple functional areas at this stage if possible.

Different types of process maps

There are three different types of process or workflow maps:

1. Macro
2. Functional-Activity
3. Task-Procedure

At this stage we will be completing a ‘Functional-Activity’ also known as a ’Deployment’ process map which captures a middle level of detail and enables us to see problems and where most of the work is being performed. The ‘Macro’ process map captures a ‘big picture’ view of a process and rarely contains more than seven major steps. The ‘Task-Procedure’ process map is at the other extreme and gives us all the specific, granular details that a person completely new to a process could follow to successfully complete the process. Business Process Video largely replaces the ‘Task-Procedure’ map due to its ability to provide far richer information efficiently and effectively.

Process mapping conventions:

As you create your map it is important that you are aware of the following conventions. The first is to identify and define the boundaries of the process. Without defining boundaries you run the risk of missing vital parts of the process, creating unnecessary complexity or creating confusion. If you find that the process is too complex just narrow the boundaries and create other maps to complete the documentation of the process. Maps can be easily linked by using cross referencing.

It is also important to make sure that you use the range of mapping symbols that are applicable to the industry and process being mapped. This helps to build greater ‘intelligence’ into your maps.

And lastly, ensure that the line connectors between inputs and outputs do not intersect but rather pass over and under one another. Also, label the outputs of all decision symbols which will normally have a Yes and No outcome.

So that’s it for lesson two and you should now be fully prepared for getting to work on your first process map. In lesson three we will use Visio 7 to map your selected process.

Action steps:

1. If you haven’t already, download & play around with Visio and Camtasia and explore what the software can do
2. Define the boundaries of your selected process
3. Practise mapping your process in Visio so that it looks similar in format to the process map in lesson one
4. Read Rich’s ‘Uncertainty Syndrome’ and look forward to creating a world-class business

Thanks greatly for reading and I really hope that you try-out the foundational stage of process mapping before moving on to business process video. Soon you will be able to quickly video record your processes and procedures and grow your business faster and more efficiently than you ever thought possible - just ask Rich!

See you in lesson three and let me know if you have any comments or questions.

Cheers - Jason

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This article is the first in a series showing you exactly what steps you need to take to clearly capture your business processes with a richness that goes far beyond current Business Process Management (BPM), tools and practise . You will then be able to easily understand, share and improve your business processes and procedures and focus on optimizing your results, creating a highly aware enterprise.

To produce process and procedure videos for your business that combines the best of current mapping methodology and tools with the richness of video requires a particular format and sequence of steps. As you learn each step it’s important that you practise the format that I will teach you on a simple process in your business.

At the end of this lesson you should have:

1. An awareness of common business process mapping symbols
2. Have the software needed to complete your first process map
3. Have the software needed to video record processes and procedures

Choose one process that you know well and that isn’t too complicated. For my example, I am using a process map that I created for an energy company showing the steps needed to assign tariffs to customer accounts which are basically just different packages of charges (See figure 1).

You will notice that the map shows the steps in the process but not the detailed procedures involved or how to actually perform the tasks. It is at the procedure level that business process video is at its most powerful and can remove a lot of pain and confusion regarding understanding and performing processes.

Now, I don’t want to confuse anyone who is new to process mapping with a detailed explanation of all the elements and the in’s and out’s as it can become confusing. However, I will briefly detail the software tools and symbols that you’ll need to be familiar with to get started. I want you to give mapping a go and see the huge possibilities for creating results and freedom with its application in your business.

Software tools:

• Mapping software: Microsoft Visio 7 is cheap and sufficient for most mapping tasks and available at Microsoft (you can use any previous version of Visio but Visio 7 will enable you to produce data-driven maps that will be the topic of the follow-on series).
• Screen capture video software: Camtasia Studio 4 or 5 available at Techsmith.com

Don’t fret if you don’t have the above software as you can download free trial versions or use alternative software that you feel comfortable with. 

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When I purchased a private language school five years ago (along with a business partner), I thought life was sweet indeed. I kept my own hours, changed things as I felt like it and became important. Things were so good that I felt comfortably ignorant of market and business signals.

I loved systems but found it difficult to establish, measure or improve them so didn’t. I loved learning about new marketing, networking and sales techniques but didn’t proactively implement them. I loved interacting with staff and students and other business owners but not in an attempt to really understand them. In effect I became comfortable with my ignorance and it felt good.

After a year or so when the market headed South so did our business. Problems and issues started to arise. Staff started turning-up late for work, students were complaining about teachers and less students were coming. All that was buried in the depths of my ignorance began to arise and create havoc! We ended-up selling the business after protracted negotiations with the new owner and I felt relieved to get the school off my hands.

It was not until several months later that I began to gain some clarity about why things turned-out the way they did. Things that I didn’t do that I should have done became obvious. For a time I felt guilty and ‘beat myself up’ for all the things that I should have seen and should have done. That stage passed and a sense of quiet understanding overcame me - the lessons had been received and I was now able to move on.

The take-a-way is that the more you shed light on or elucidate areas of your life the more you and your business will grow. It may not happen in the way you intend and it may be uncomfortable but when you reach the other side you are thankful that you embarked on the journey. That amazing Pink-Toed Platypus that you think your business is might just lose its mates through ignorance so don’t let it happen.

Jason

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