Business Process Mapping: The Darden School Mailroom

Abstract

The Darden School mailroom and the activities of its manager are analyzed using process mapping and waste identification tools. The note illustrates how one can observe and analyze a process for which opportunities to create process maps, evaluate waste and savings potential, and create stakeholder buy-in for improvements are identified. Lean tools discussed include process flowcharts, SIPOC, seven waste analyses, and stakeholder engagement. Students who undertake their own process mapping projects should complete a report similar to what was created for the Darden School mailroom. Excerpt UVA-OM-1444 Jul. 12, 2011 BUSINESS PROCESS MAPPING: THE DARDEN SCHOOL MAILROOM The purpose of this technical note is to document and illustrate by way of a process map the daily responsibilities and tasks performed by David Davis, head of the Darden Graduate School of Business Administration mailroom. A process map allows us to observe and analyze a process in order to create process flowcharts for evaluating waste and savings potential and identifying the improvements needed to increase stakeholder buy-in. This note is appropriate for anyone undertaking a process mapping activity for the first time or who wants to learn from examples of good mapping practice. Process mapping is a visualization tool that is relatively easy to apply and can help multiple parties arrive at a common understanding of existing process flows while stimulating fact-based improvement conversations. The technical note “Business Process Mapping” (OM-1423) provides helpful instructions, guidelines, and examples of the mapping tools used in the Darden School mailroom study. This note includes five exhibits regarding the Darden School mailroom: · Process flowcharts (Exhibit 1) . . .