The following sample of business process documentation gives some idea of the style of document I produce. This is a single page showing three very simple processes. The full format is in a multi-page presentation, including indexes and detailed descriptions of roles.

The diagrams show the sort of information that is dynamically built during a Discovery Workshop. Participants can get a much better idea of the processes they are describing when shown this sort of presentation and will interact directly as the diagrams and supporting text is built. Much of the fine detail and tidying up is done outside of the workshop, but user familiarity is built as the process proceeds, making accuracy much easier to achieve.

You can navigate around this page by clicking on the links below to get to the three processes. Once there, click on the icons within each diagram to view the associated text and further diagram detail if available. (E.g. "Check Order" below.)

Inwards Goods

Product Return Requested

Returned Product

Overview:

Goods incoming from the supplier need to be thoroughly checked before being used or placed on storage shelves.  This process includes several steps where checking is done for various aspects that may be a problem.  If this checking is consistently followed, problems when processing sales orders should not generally occur.

1. Process: Inwards Goods

Who can start this process?

Warehouse Manager

Warehouse Staff

Stages, Roles, and Tasks

Check Order Back to flow

Overview:

Shipment is checked against the documentation, which should be supplied with the cartons as received from the supplier.

The number and condition of cartons is checked.  The number of cartons should be stated on the documentation.

Within each carton, all part numbers and quantities are checked against the supplier’s documentation and original purchase order.



2. Process: Inwards Goods, Stage: Check Order

Role Assignments.

Warehouse Manager

Warehouse Staff

Advise Warehouse Manager of Delay.

Warehouse Manager

Escalate after 4 days.

Advise Warehouse Manager of Delay.

If not actioned after 4 days, de-schedule this stage and schedule stage Order Checking Delayed.

Tasks:

Check Cartons (Manual)

Procedure:

Check shipment against accompanying documentation, checking the number and condition of cartons.

Cartons Check? (Condition)

Procedure:

Has the correct number of cartons been delivered, in good condition?

Output: Yes leads to Unpack Cartons

Output: No leads to Exit

Unpack Cartons (Manual)

Procedure:

Unpack all cartons to check contents.  Keep contents together according to carton number used by the supplier.

Check Product (Manual)

Procedure:

Within each carton, check part numbers and quantities against the supplier’s documentation and original purchase order.

Contents Check? (Condition)

Procedure:

Shipment is checked against the documentation.  The documentation is packed in cartons as received from the supplier.

The number and condition of cartons is checked.  The number of cartons is stated on the documentation.

Within each carton, part numbers and quantities are checked against factory documentation and the original purchase order.

Has the correct quantity of correct product for all products been supplied by the supplier?

Output: Yes leads to Exit

Output: No leads to Exit

 

Order Checking Delayed Back to flow

Tasks:

Order Checking Delayed (Send Email)

Procedure:

If there is an unreasonable delay in checking incoming product, the Warehouse Manager is advised.

This allows the resolution of any problems at Inwards Goods that are causing delays.

Order Checked OK? (Condition)

Output: No leads to Follow Up

Output: Yes leads to Move Product to Store

Follow Up Back to flow

Role Assignments.

Warehouse Manager

Tasks:

Follow Up (Manual)

Procedure:

If any carton(s) are damaged, follow up with transport operator(s).

If any discrepancy in goods supplied is found, contact the supplier to resolve the problem.

Move Product to Store Back to flow

Tasks:

Move Product to Store (Manual)

Procedure:

Place all items on the correct shelf in the store as noted on the label.

Product Return Requested

Overview:

As much information as possible is obtained about why product is being returned before this return is authorised.  This makes the handling of returned goods simpler, and also enables factory originated faults to be reported to them for correction.

9. Process: Product Return Requested

Who can start this process?

Warehouse Manager

Office Staff

Warehouse Staff

Stages, Roles, and Tasks

Record Request Back to flow

Role Assignments.

Office Staff

Warehouse Manager

Warehouse Staff

Tasks:

Return of Goods Request(Worksheet)

Procedure:

Enter all details relating to the request.

The more information available, the more likely the request will be approved.

The original sales order must be located and the order number entered.

Approve Request Back to flow

Role Assignments.

Management

Warehouse Manager

Tasks:

Approve Request (Worksheet)

Procedure:

Review the information provided and either approve or decline.

Please add any comments and / or reasons for your approving / declining the request.

Request Approved? (Condition)

Output: No leads to Advise Requester Declined

Output: Yes leads to Advise Requester Approved

Advise Requester Declined Back to flow

Tasks:

Advise Requester (Send Email)

Advise Requester Approved Back to flow

Tasks:

Advise Requester Approved (Send Email)

Returned Product

Overview:

Product may be returned for a number of reasons.  It may be suitable for restocking.  A client may receive a credit for return. If the product is faulty and this is a manufacturing or other factory fault, then the suppliers are advised.

10. Process: Returned Product

Who can start this process?

Warehouse Manager

Warehouse Staff

Stages, Roles, and Tasks

Overview:

Product may be returned for a number of reasons.  It may be suitable for restocking.  A client may receive a credit for return. If the product is faulty and this is a manufacturing or other factory fault, then the suppliers are advised.

Locate Returns Authorisation Back to flow

Role Assignments.

Warehouse Manager

Warehouse Staff

Tasks:

Locate Returns Authorisation(Worksheet)

Return Authorised? (Condition)

Output: No leads to Record Request

Output: Yes leads to Check Condition of Goods

Record Request Back to flow

Role Assignments.

Warehouse Manager

Warehouse Staff

Tasks:

Return of Goods Request(Worksheet)

Procedure:

Enter all details relating to the request.

The more information available, the more likely the request will be approved.

The original sales order must be located and the order number entered.

Approve Request Back to flow

Role Assignments.

Management

Warehouse Manager

Tasks:

Approve Request (Worksheet)

Procedure:

Review the information provided and either approve or decline.

Please add any comments and / or reasons for your approving / declining the request.

Request Approved? (Condition)

Output: No leads to Advise Requester Declined

Output: Yes leads to Advise Requester Approved

Advise Requester Declined Back to flow

Tasks:

Advise Requester (Send Email)

Check Condition of Goods Back to flow



11. Process: Returned Product, Stage: Check Condition of Goods

Role Assignments.

Warehouse Manager

Warehouse Staff

Tasks:

Enter Notes About Condition(Worksheet)

Procedure:

Enter notes about the product condition.  Record serial numbers (if any) so that any patterns in faults found can be tracked better, allowing better advice to the supplier.

Check Condition of Goods (Manual)

Procedure:

Inspect all returned goods to ensure that seals (if applicable) are intact and labelling is correct for the contents.

Batch numbers (if any) are recorded for future tracking of patterns of faults, and advice to the factory.

Return to Store? (Decision)

Output: Yes leads to Put on Shelf

Output: No - Client's Cost leads to Advise Requester Unable to Return

Output: No - Not client's Cost leads to Faulty Product?

Put on Shelf Back to flow

Role Assignments.

Warehouse Manager

Warehouse Staff

Tasks:

Put on Shelf (Manual)

Advise Requester Approved Back to flow

Tasks:

Advise Requester Approved (Send Email)

Advise Requester Unable to Return Back to flow

Tasks:

Advise Requester Unable to Return (Send Email)

Enter Credit on ERP Back to flow

Role Assignments.

Management

Warehouse Manager

Tasks:

Enter Credit on ERP (Non-XSol)

Advise Product Manager Back to flow

Tasks:

Advise Warehouse Manager (Send Email)

Procedure:

The Warehouse Manager is advised, with details of the client, order number, order date and batch number (if any), so that product faults can be advised to the supplier for correction.

Faulty Product? (Condition)

Output: Yes leads to Advise Product Manager

Output: No leads to Enter Credit on ERP

Enter Credit to ERP Back to flow

Role Assignments.

Management

Warehouse Manager

Tasks:

Enter Credit on ERP (Non-XSol)