Process Map: a key tool in process management

July 3, 2024

Efficiency and value delivery are essential for success in today's business world. Organizations must manage their operations effectively to remain competitive and meet the needs of their customers. In this context, business processes play a key role.

What is a process?

A process refers to a sequence of interrelated activities that are carried out to achieve a specific purpose. Processes are fundamental to the efficient operation and delivery of value to customers.

In a complementary manner and following the definition of author James Harrington, a process is "any activity that receives an input, adds value to it and generates an output for a customer, making use of the organization's resources to generate concrete results".

Processes have certain key characteristics:

Sequentiality: implies an orderly sequence of steps or phases that are executed in a certain order.
Inputs and outputs: each process has inputs (materials, information, resources) and produces outputs (products, results, processed information).
Purpose: Processes are designed to achieve a specific purpose.
Scope: defines how far the process extends within the organization.
Roles and responsibilities: these are the fundamental figures for the correct operation and to ensure that activities are carried out efficiently and effectively.
Systems: these are the resources used to support the execution of the different activities.
Risks and opportunities: understood as the effects of uncertainty. In other words, it is the positive or negative deviation from what is expected.
Control elements: established to ensure that the process works efficiently according to plan. Control may include performance indicators and mechanisms to correct deviations.

What is a process map?

Processes are not independent; they all ultimately pursue the same goal, which is the progress and prosperity of the company, although each one works in a specific field of action. Some processes are linked to others to, together, achieve that common goal.

A process map is the graphic representation of the way in which all the processes within the company are interrelated. It works as a value diagram in which the importance of each one of them within the global machinery of the company's operation is shown.

How is the Telefónica Tech Process Map structured?

The processes within the map are structured in three different Domains, which are declined into Functional Areas:

Strategy & Governance: contains the strategic processes that are crucial for business sustainability and competitive advantage.
Business Lifecycle: contains the primary processes that add value directly to the customer.
Enterprise Management: contains the support processes that provide value to the company.

In short, the process map represents a valuable tool for increasing efficiency and productivity in the company. It facilitates communication between different departments and employees, making it possible to identify problems and find effective solutions.

It also helps to minimize errors, improve customer satisfaction and optimize quality management within the organization.