Why do a process map for a CRM implementation?
I am no longer surprised to hear of projects where process diagrams are no where to be found.
Lots of words on requirement documents and excel spreadsheets.
A picture is worth a thousand words, they say.
A well illustrated process diagram is worth even more.
How do you know a good one when you see it?
Well, it will have achived its objective if you have absolutely no questions about it.
Ideally, it should show the process, end to end, with description about who does what at each stage, in which system and what happens next.
This, of course, depends on the level of detail you are looking at.
There are 4 levels and zooms from macro to micro:
Level 1: high level and lists the organisational operational levels.
Level 2: end-to-end processes across the operational areas.
Level 3: shows the roles and associated steps complete a specific process.
Level 4: is the documentation of instructions and procedures required.
As-Is and To-Be Requirements generally live in the Level 2/3 detail.
If you have questions, or if there are gaps or confusion, then the process maps needs to be improved.
When you are aware of exactly what you are doing, then you will see how you can improve.
Good process maps provide clarity.
And clarity helps you find your way forward.