Recently, the University of Trinidad and Tobago (UTT) embarked on a university–wide initiative to map the key organisational processes across the institution in support of the implementation and enhancement of UTT's Quality Management System (QMS). The initiative was aimed primarily at laying the foundation for assuring, monitoring, and improving quality in all areas of the university's operations. The exercise began with a one–day intensive workshop on Process Mapping which was conducted by the Office of Quality Assurance and Institutional Advancement for key representatives from all areas of the University. The main objective was to familiarise staff with the main concepts of process mapping, and to train staff to coordinate the mapping of processes in their respective areas.

What is process mapping?

Essentially, process mapping is a diagrammatical representation of a series of actions or steps from beginning to end, and is seen as a precursor to clarifying existing processes, and improving on workflows for greater effectiveness and efficiency.

A process can be defined as "a systematic sequence of actions directed to some end" (www.business.com). A process is thus made up of a number of interrelated tasks or activities to achieve an outcome. Processes have best been described using an input–output model that defines the supplier and customer for a particular event.

A process is not a set of tasks done by a single individual. Rather, such tasks may represent a step within a process. It is important to note that in understanding the scope of a process it is necessary to consider the "who, what, why, how, where". These considerations help to distinguish process from procedure, as the latter tends to concentrate mainly on the 'how'.

Why process map?

A number of studies have shown that mapping of existing processes is a beneficial exercise particularly to an organisation that is intent on defining its quality system, and exploring ways in which it can continually improve its operations.

Some of the benefits of process mapping include:

1. Improved stakeholder satisfaction
2. Improved communication flows
3. Better understanding of workflows
4. Streamlining of work activities
5. Identification of boundaries where tasks and action steps cross over from one area of responsibility to the next
6. Improved efficiencies in operations and functions
7. Identification of problem areas and unnecessary activities
8. Identification of opportunities for improvement

How to process map

Process Mapping is an activity that requires team effort. A map of a single process can take several days to complete. A map of a single process can also lead to lengthy discussions on the steps in the process, and at times it may take a while to arrive at a consensus that satisfies all concerned.

As the operations of an organization/institution are all interconnected, it is not surprising that the end of one process can be the start of another. This is why entities ascribe a lot of importance to the identification of the elements that make up a Quality Management System, as the interconnectivity of what an institution does will invariably impact on how quality objectives are achieved. The process map can thus assist an institution in defining the key activities which make up its QMS.

A process map can also be viewed as a road map, giving reliable information on how to get from one point to another, and it is normally in the form of a flowchart. At the workshop, members of staff were introduced to two types of process maps: linear (simple) flowcharts and cross–functional flowcharts. It is the cross–functional process maps that are currently being developed in the university–wide initiative. This type of flowchart provides the most information and clearly presents what happens in a process and who/which area is responsible for each step.

In mapping the processes, persons who have ultimate responsibility for the performance of a process (otherwise known as the process owners) use a checklist such as this one to assist in creating their process maps:

1. Identify the current (not ideal) process and the beginning/end action steps
2. Identify the activities and key areas (centres/departments) involved
3. Identify where key decisions are taken
4. Arrange the steps and decision points in a sequential manner
5. Arrive at a consensus of the current process and the corresponding action steps

UTT's Quality Journey

The UTT quality journey requires us be familiar with what we do and to understand the inter–connectivity between functional areas in the context of achieving the mission of the institution. The process mapping initiative is a first step towards enhancing UTT's Quality Management System. It seeks to ensure that the university's approach to quality assurance is built on a foundation that continually seeks to benchmark our processes and adopt best practices that promote greater efficiency and effectiveness in all aspects of our operations. The goal is to sustain and improve the QMS while ensuring that our institutional goals are attained. As we progress to the next phase of the UTT quality journey, the process mapping exercise would have prepared us for harmonization and improvement of all our activities.

Marcia Commissiong
Manager, Quality Assurance
Office of Quality Assurance and Institutional Advancement
The University of Trinidad and Tobago