Mind Mapping

Challenge:  I work for a travel based company. Our company started automation which  involved automating the cancellation process for hotels. We decided to use  Oracle BPM for automation. The challenge was getting the apt requirements  for building a process of cancellation. Every agent and every team had their  own method of cancellation and there was not a defined process. We had a  team of 5 members plus a large sales team along with IT department.

Selection:  Since this problem involved multiple stakeholders with no consequences on a  single agreed process. We decided to use mind mapping technique to get an  idea on what the process should look like and we can arrive on what is in the  mind of each stakeholder.

Application:  For application we invited 30 people from stakeholders which included both  agents and managers. Then each member was given 60 minutes to identify  various parts that come in the cancellation process for hotels. They were asked  to make a note of various parts in small sticky notes. Then these sticky notes  were placed on a big board and members were asked to arrange them in  groups. These groups represented sub process in the main process. Then each  group was given a name and then all participants were asked to connect the  groups.

Insight Approach:  Mind mapping made us to come up with “AS-IS” process which was agreed by  all stakeholders. Now this process can be further improved and “AS-IS TO-BE”  process cycle can be completed fully. By applying this tool, we were able to  come with a process that can be taken as a standard and can be further  improved upon. I find this tool very useful and gave us a huge boost by

bringing us to a common ground from where we can move forward to the  what if part.


Mind Mapping Challenge : I work for a travel based company . Our company started automation which involved automating the cancellation process for hotels . We decided to use Oracle BPM for automation . The challenge was getting the apt requirements for building a process of cancellation . Every agent and every team had their own method of cancellation and there was not a defined process . We had a team of 5 members plus a large sales team along with IT department . Selection : Since this problem involved multiple stakeholders with no consequences on a single agreed process . We decided to use mind mapping technique to get an idea on what the process should look like and we can arrive on what is in the mind of each stakeholder . Application : For application we invited 30 people from stakeholders which included both agents and managers . Then each member was given 60 minutes to identify various parts that come in the cancellation process for hotels . They were asked to make a note of various parts in small sticky notes . Then these sticky notes were placed on a big board and members were asked to arrange them in groups . These groups represented sub process in the main process . Then each group was given a name and then all participants were asked to connect the groups . Insight Approach : Mind mapping made us to come up with “ AS - IS ” process which was agreed by all stakeholders . Now this process can be further improved and “ AS - IS TO - BE ” process cycle can be completed fully . By applying this tool , we were able to come with a process that can be taken as a standard and can be further improved upon . I find this tool very useful and gave us a huge boost by bringing us to a common ground from where we can move forward to the what if part .