When it comes to documenting a process or creating user guidance, tools like SIPOC (Suppliers, Inputs, Process, Outputs, Customers) and the Fishbone (Ishikawa) diagram are invaluable. These tools encourage us to think beyond just the steps of the process and consider the broader context and critical factors that make the process work effectively.
A SIPOC diagram helps us map the key components of a process: the upstream inputs (what the process needs to start), the downstream outputs (what the process delivers), the sequence of actions, and the roles and responsibilities involved. However, processes don’t operate in isolation. For every action or output, there are ancillary elements that require attention—records to be kept, criteria to be met, or training to be provided. These elements often go overlooked in process documentation, but they are vital for ensuring the process is consistent, repeatable, and auditable.
For example, consider the concept of outputs. It’s not enough to state that the process delivers a product or service; you also need to validate that the output occurred as intended. This is where records, audits, and reports come in, serving as proof that the process was executed correctly. Similarly, inputs aren’t limited to materials or resources. They also include guidance, training, standards, and criteria that provide the foundation for a successful process.
The Fishbone diagram complements SIPOC by helping identify and organize these additional factors. Traditionally used to analyze root causes of problems, the Fishbone approach categorizes elements under key headings like People, Materials, Methods, and Environment. Applied to process documentation, this method ensures that we not only map “what happens” but also explore “why” and “how” it happens.
For instance:
People: Who is responsible? What are their roles and competencies?
Materials: What resources or tools are needed to perform the process?
Methods: What are the steps, standards, and controls that govern the process?
Environment: What external factors or conditions impact performance?
By integrating SIPOC and Fishbone diagrams, you create a holistic view of the process. This not only improves user guidance but also ensures compliance with standards, reduces variability, and makes the process easier to audit or improve.
Why This Matters
Organizations often fall into the trap of focusing solely on the steps of a process, neglecting the broader ecosystem that supports it. Incorporating tools like SIPOC and Fishbone ensures your documentation addresses not just the “what” but also the “who,” “why,” and “how.” This approach leads to more robust processes, better user understanding, and higher overall efficiency.
Tim HJ Rogers, Coach, Consultant, Change-Manager
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