What Is Operational Excellence? Principles and Examples
Operational excellence means delivering value reliably and efficiently while improving continuously. Learn the principles, frameworks and tools.
4 min read
Process mapping is drawing a picture of how work moves from start to finish: the steps, the people involved, the decisions and the handoffs. A good map shows the process as it really works today, not as the policy says it should. It is the first step in improving, standardizing or automating any process.
Types of process maps
| Map type | Best for |
|---|---|
| Basic flowchart | Simple processes with a few steps and decisions |
| Swimlane diagram | Processes that cross several teams, showing who does what |
| SIPOC | High-level view: Suppliers, Inputs, Process, Outputs, Customers |
| Value stream map | Showing time, waiting and waste across the whole flow |
| BPMN | Detailed, standardized maps for system design and automation |
Step by step: mapping a process
1. Choose the process and its boundaries
Pick a process that matters, such as purchase-to-pay or customer onboarding. Define where it starts (the trigger) and where it ends (the outcome).
2. Gather the right people
Include those who do the work at each step, not only managers. They know the workarounds and exceptions.
3. Map the current state (“as is”)
Use sticky notes or a whiteboard tool. For each step, record who does it, what system is used, and how long it takes, including waiting time.
4. Find the problems
Mark delays, rework loops, duplicate data entry, unclear decisions and handoffs. Ask “why” until you reach root causes. The 8 wastes of Lean are a useful checklist.
5. Design the future state (“to be”)
Remove unnecessary steps, combine handoffs, move decisions closer to the work, and clarify rules. Only then consider automation.
6. Implement and standardize
Pilot the new process, update procedures and training, and measure results such as cycle time and error rate.
7. Assign an owner
Each process needs an owner responsible for its performance and future improvements.
Practical tips
- Map what is, not what should be, before redesigning.
- Keep the first map high-level; add detail only where problems appear.
- Record time and volume at each step; they reveal where to focus.
- Validate the map with the people who do the work.
- Store maps where everyone can find them, and keep them current.
Tools you can use
Sticky notes and a wall are enough to start. Digital options include Microsoft Visio, Lucidchart, Miro, draw.io, and BPMN tools for detailed modelling.
Common process-mapping symbols
| Symbol | Meaning |
|---|---|
| Oval | Start or end of the process |
| Rectangle | A task or activity |
| Diamond | A decision (yes/no) |
| Arrow | Flow from one step to the next |
| Document shape | A document or report produced |
| Cylinder | A database or system |
Keep notation simple for workshops; use formal BPMN symbols when the map will guide system design or automation.
Example: as-is vs to-be
An illustrative customer onboarding process:
| Step | As-is | To-be |
|---|---|---|
| Application | Customer fills a paper form | Online form with validation |
| Document check | Manual check, often incomplete | Checklist built into the form; missing items flagged instantly |
| Approval | Three approvals by email | One approval with clear criteria |
| Account set-up | Data typed again into two systems | Data flows automatically between systems |
| Welcome | Letter by post | Welcome message by email and WhatsApp |
| Lead time | About 10 days | 1–2 days |
Even before any new technology, simply removing duplicate approvals and data entry often cuts lead time significantly.
Frequently asked questions
How long does it take to map a process?
A workshop of two to four hours is usually enough for a first current-state map of a medium-sized process.
Should we map every process?
No. Start with processes that affect customers, cost or compliance the most.
What comes after mapping?
Improvement, standardization and measurement. Mapping is part of a wider operational excellence approach.
Prime Consulting helps teams map, redesign and automate processes. See our Operational Excellence service.