HKSM

Key Points

• Flowcharts model how a process works using standardized shapes and arrows.
• They make process logic, decisions, handoffs, and loops visible to stakeholders.
• Useful for process design, quality control, requirements clarification, and root cause analysis.
• Can be high level or detailed, and may include swimlanes to show roles or systems.
• Support communication, training, and agreement on the current or future process.
• Should be validated with subject matter experts to ensure accuracy.

What the Diagram Shows

• Start and end points of a process.
• Ordered activities and their sequence.
• Decision points with branching paths (e.g., yes/no outcomes).
• Data, information, or material flows between steps.
• Loops, rework cycles, and exceptions.
• Handoffs and wait states; with swimlanes, who performs each step.

How to Construct

• Define the purpose, scope, and boundaries (start and end conditions).
• Gather inputs by interviewing SMEs and reviewing existing procedures.
• List major steps and decisions; choose the appropriate level of detail.
• Select a symbol set (e.g., ovals for start/end, rectangles for activities, diamonds for decisions, arrows for flow).
• Lay out steps left-to-right or top-to-bottom, connecting with arrows.
• Label decision branches clearly (e.g., yes/no) and show rework loops.
• Optionally add swimlanes to show roles, teams, or systems responsible.
• Validate the draft with stakeholders and refine until consensus is reached.

Inputs Needed

• Process goals, scope, and boundaries.
• Existing policies, procedures, SOPs, or process notes.
• Interviews and observations from process performers and SMEs.
• Data on cycle time, defects, volumes, and handoffs.
• Definitions of triggers, inputs, outputs, and decision criteria.
• Related artifacts (e.g., SIPOC, value stream map) if available.

Outputs Produced

• A clear, approved flowchart of the as-is or to-be process.
• A list of bottlenecks, rework loops, and improvement opportunities.
• Updated or proposed procedures, controls, or requirements.
• Alignment on roles, handoffs, and decision rules.
• Baseline for training, performance measurement, and audits.

Interpretation Tips

• Trace from start to finish and follow each branch to an endpoint.
• Check that every decision has clear, exhaustive, and exclusive outcomes.
• Look for steps with many incoming or outgoing arrows; these may be risks or bottlenecks.
• Count handoffs and loops; more handoffs and rework usually mean higher cycle time.
• Verify that inputs and outputs are well defined and labeled.
• Distinguish current state from future state diagrams to avoid confusion.

Example

Change request flow (as-is): Start → Submit request → Log and assign → Initial review → Decision? If approved, prioritize → Implement change → Verify → Close; if not approved, notify submitter → Close. Swimlanes could show requester, change board, and implementation team.

Pitfalls

• Overcomplicating the diagram with excessive detail or inconsistent symbols.
• Skipping stakeholder validation, leading to an inaccurate representation.
• Mixing as-is and to-be steps on the same chart without clear labeling.
• Ambiguous or missing decision criteria and branch labels.
• Ignoring exceptions, wait times, and rework that drive performance issues.
• Failing to maintain version control and change history.

PMP Example Question

A project team wants to reveal rework loops and clarify decision points within a business process to find delays. Which tool should they use?

1. RACI matrix
2. Affinity diagram
3. Flowchart
4. Gantt chart

Correct Answer: C — Flowchart

Explanation: Flowcharts visualize process steps, decisions, and loops, making bottlenecks and rework visible. The other tools do not map process flow.