8d (edited) • The Toolkit
Template 1 — The One-Page Process Map
When you post a broken process here, this is what you get back. Five fields in, a completed map out.
It's also the format to use once you're mapping processes on your own. Everything in it is something I'll ask you about anyway.
The header
Process name:
Owner (one person, not a team):
Trigger. What starts it:
Done. What has to be true for this to be finished:
The steps
One block per step. Repeat as many times as you need.
Step 1
Who:
Tool:
Work time:
Wait time:
H / A / S:
The H / A / S tag. Mark every step:
H = human, and should stay human
A = already automated
S = should be automated, once the process is stable
The rest
Where it breaks. Be specific. Which step, and what actually happens.
Exception paths. The rush job, the awkward client, the referral who skips intake. Note roughly how often each happens.
Then ask two questions
Which step has no owner?
Which handoff has the longest wait time?
Those two answers are usually the whole diagnosis. Most people expect the problem to be a missing tool and find it's a missing name.
Two notes on filling it in
Work time and wait time are separate fields for a reason. Work time is someone actually doing something. Wait time is the gap before the next person picks it up. In most service businesses the waiting is 80% of the elapsed time, which is why automating the work barely moves anything.
And if a step genuinely has no owner, write nobody. That's the most useful thing you can put on the page.
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Template 1 — The One-Page Process Map
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