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Chapter 7
PROCESS MODELING
By now, it should be clear that business processes can be quite complex. Adding to that
complexity is the fact that individuals with various skills and abilities are responsible for
executing business processes. For business processes to be effective (achieve the desired
results) and efficient (achieve the desired results with the minimum use of resources), the
processes must be clearly defined, and individuals must be adequately trained to perform
their roles and to understand how their roles fit within the overall business process.
We will use the term process model to describe any abstract representation of a
process. A process model can be as simple as a diagram with boxes and arrows or as
184 complex as computer software that allows for process simulation. Graphical
representations are usually easier to understand than written descriptions, and process-
modeling tools provide a way to describe a business process so anyone viewing the model
can easily understand the process. Frequently, process models are developed by a team of
employees involved in the process. The interaction required to develop a process model
often reveals misunderstandings and ensures that all team members are “on the same
page.” A well-developed process model provides a good starting point for analyzing a
process so participants can design and implement improvements. Process models can also
be used to train employees who will support the business process.

Flowcharting Process Models
Flowcharts are the simplest of the process-modeling tools. A flowchart is any graphical
representation of the movement or flow of concrete or abstract items—materials,
documents, logic, and so on. Flowcharts originated with mathematicians and computer
programmers, who used them to trace the logical path of an algorithm. In the early days of
computer programming, computer resources were limited, and executing a program
used considerable resources. As a result, most programmers spent a significant amount
of time clearly defining the logic of their programs using flowcharts before actually writing
the code and testing the program.
A flowchart is a clear, graphical representation of a process from beginning to end,
regardless of whether that process is an algorithm or a manufacturing procedure.
Flowcharting has been used in business applications since the 1960s to help
businesspeople visualize workflows and functional responsibility within organizations.
Today the term process mapping is often used interchangeably with flowcharting, the
distinction being that process mapping refers specifically to the activities occurring within
an existing business process. Process mapping develops an “as is” representation of a
process, with a goal of exposing weaknesses that need to be addressed. Once a company
develops a process map, it can perform a gap analysis, which is an assessment of
disparities between how the process currently works and how the organization wants
it to work.
Flowcharting uses a standardized set of symbols to represent various business
activities. You can use a wide range of symbols for process mapping, but the basic set
shown in Figure 7-1 is sufficient to describe even a complicated business process. Using a
few simple symbols places the focus on the process rather than on the tool used to
represent it.

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