Process Mapping case study
Situation
A large government organisation required deskfiles to be re-developed to:
- reflect the new regulatory framework
- highlight the regulatory changes, and
- provide clear guidelines and work instructions.
Critical issues
When scoping the project we identified several critical issues:
- Due to the new regulatory framework not being in effect yet, many of the procedures were new and had never been documented before.
- The new database to be used was not up and running, so some procedural information could not be included in the documentation.
- Some documents and forms had not been officially created yet, so placeholder names had to be used.
TACTICS’ approach
TACTICS used three analysis techniques to complete this project.
Process mapping
Two process mapping sessions took place to begin the project. These sessions included the key subject matter experts and served to provide TACTICS with process maps for every process to be covered in the deskfiles.
Documentation review
TACTICS were provided with hard copies of all the relevant documents. Analysis of these documents led to the creation of the deskfile chapters and allocation of the information, in the Information Mapping® format.
Meetings with subject matter experts
The client assigned a team of licensing and certification experts to work with TACTICS during the deskfile development. Regular meetings and review sessions saw the deskfiles change and develop rapidly.
Successful result
The client was thoroughly pleased with the Information Mapping® design of the deskfiles. Since the project handover the key subject matter experts have attended an Information Mapping® presentation and expressed interest in attending the three-day workshop.
