Although we have policies, procedures, work instructions and contracts they may not necessarily provide a practical easy to follow work management flow. The relationship between different processes in some cases were not readily identifiable. To overcome these problems, we have been developing Process Maps to help all stakeholders engaged in Work and Service Delivery management. Our guiding principle has been to develop common maintenance delivery objectives and connecting processes and procedures.

Along the way we discovered gaps in our current documents. We also realised we had been placing unreasonable expectations on people in the absence of a defined process.

• identify the problems (Gap analysis).
• create a framework between procedures and processmaps.
• stakeholder engagement and workshops.
• build mutual understanding and consistency.
• design your process maps to support end users.
• strike the right balance between requirementsand simplicity.
• protect your organisation from knowledge loss.