Lesson 4: Process Maps And Stakeholder Maps Flashcards
What is a process map?
A way to visualise and communicate what we do
A logically organised sequence of events-
Where does this event happen
Why is involved in this event
What happens immediately before and what happens immediately after
What decisions need to be made and by whom
What data could we collect
Helpful in identification of problem areas in service delivery-
Duplication
Unnecessary hand offs
Bottlenecks and errors
Elements of a process map
Activity
Decision
Start/end
Flow
Pre-defined process
Document
On page connector
Off page connector
Process map-top down
Accept referral
Assess
Treat
Evaluate
Discharge
Tips for process mapping
Go out and research it in real life
Start low tech- paper, post its, whiteboard
Keep the same level of detail across the map
Get the people involved in the process to check the sense of the map
Always work from left to right only
Stakeholders: the 4Is
Are Involved in the project
Have a vested Interest in the project
Can Influence the project
Are impacted by the project
INVOLVED
INTEREST
INFLUENCE
IMPACTED
Identifying stakeholders
Create a process map
Why is involved in the process?
How will they be affected by a change?
Why depends on the process?
Why provides resources for the process?
How will they, or their budget be affected by the process?
Why decides what we are allowed to do, or must do?
What are they going to think about the change?
Who are your stakeholders likely to be?
Commissioners who fund your service
Customers who buy your service
Collaborators who work with you to provide the service
Contributors who provide resources you need to provide the service
Channels which provide routes of access between your service and the stakeholders
Commentators who have and disseminate opinions about the service
Consumers who use the service e.g. patients
Champions who believe in the service and promote it
Stakeholder mapping
A way to visualise who or what your stakeholders are
Identification of relationships between stakeholders
Attributes of stakeholders-
Where does each stakeholder sit in relation to others
The influence each stakeholder has
The investment or interest in the success of the project each stakeholder has
How does mapping help?
Identifies-
Who you need to engage with
What type of engagement that person or group needs
Leverage- who else might influence that person or group
The right number and type of stakeholders
Helps shape regular and intermittent communications-
Who needs a lot of information
Who needs light touch information
Who will listen to you and who needs to hear it from someone else
Henrico dolfing
Size of circle- how much power or influence a stakeholder has
Position of the circle- how you need to manage that stakeholder
Stakeholder types: 4
SPONSORS own the project, initiate the project, mobilise resources, charge people to get it done.
Project TEAM: responsible for executing the project.
REFERENCE group: help identify the right solution and ensure it will work.
USERS: people who will benefit from the project
How to build your trust with your stakeholders
Have empathy with others
Be straightforward
Admit mistakes
Keep promises
Show vulnerability
Let go of grievances
Be consistent in thought and action
Frame your messages for the stakeholder: clarity, relevance, timeliness
Ways to communicate
Advertising
Awards
Banners
Billboards
Email
Flyers
Readiness to change
Understanding your stakeholders-
Financial or emotional interest
What type of thing motivates them
What information do they want?
How and when do they want to receive this information?
What is their current opinion of your work? Is it accurate?
Who influences their opinion?
