Process Walkthroughs, SIPOC and Service Mapping
SIPOC gives leaders a simple way to agree where a process starts and ends, who provides inputs, what is produced and who receives the output. A walkthrough then checks what really happens in day-to-day work, while service mapping links the process to the user’s experience and the value delivered. Used together, they help leaders spot gaps, remove w
Technique Overview
Process Walkthroughs, SIPOC and Service Mapping Definition
SIPOC is a one-page, high-level view of a process. It shows Suppliers, Inputs, Process, Outputs and Customers so leaders can agree the scope before going into detail. A process walkthrough follows a real example of work from start to finish. It helps leaders see the actions, decisions, hand-offs, systems, delays, checks and exceptions that may not appear in written procedures. A service map connects the work inside the organisation to what users experience across channels. Together, SIPOC, walkthroughs and service maps help leaders define scope, test reality and understand how value is cre
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Business Evidence
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Business Application
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Professional Tools
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Further Reading
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Process Walkthroughs, SIPOC and Service Mapping references (4 of up to 20) *
- American Society for Quality (ASQ) (nd) SIPOC+CM Diagram. Available at: asq.org/quality-resources/sipoc
- Damelio, R. (2011) The Basics of Process Mapping. 2nd edn. Boca Raton, FL: CRC Press.
- Dumas, M., La Rosa, M., Mendling, J. and Reijers, H.A. (2018) Fundamentals of Business Process Management. 2nd edn. Berlin: Springer.
- Government Digital Service (GDS) (2020) Service mapping: a step by step guide. Available at: services.blog.gov.uk/2020/09/01/service-mapping-a-step-by-step-guide/
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