11: Process Mapping and Indicators

It can be said that the mapping of processes is an intrinsic need of organizations, precisely because they are composed of a multiplicity of individuals. As soon as the number of people in an organization is higher than one, the need arises to define clearly who does what and how, and to be able to measure the effectiveness of the defined processes. This chapter aims to clarify and provide the reader with a possible method for doing this. The authors illustrate the main steps to successfully manage a process mapping project, using objective methods to guide the identification of the most important goals and processes of an organization. After the analysis and the definition, it becomes important to be able to communicate processes in a clear way. It is therefore proposed as a method for the graphical representation of the processes, more intuitive and immediate compared to the classic textual description and alternative to other techniques of BPMN.