In my days as a process consultant, I have seen many puzzling loops people go through in order to get a job done. The story of invoice no 3741 is one of them.
I’m deep into process mapping and it proves to be fun. Lots of fun.
I start in the accounting department because it was inundated by paper. I have never seen so much paper in a company. Or maybe I have, during a project I did for a Post Operator, but this was an exception. After all, they were precisely dealing with paper.
There are four ladies working in the accounting department. I explain them what I’m trying to do: understand the life of a piece of paper. They look at me puzzled.
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‘An invoice.’ they tell me.
‘An invoice received, or one issued by the company?’
‘An invoice issued.’
‘Perfect. Let’s follow the life of this piece of paper. The invoice I mean. Where it originates, who give birth to it — that is where it comes out on paper — where it travels to, what happens to it and where it ends up.’
They start talking and I write down all the steps and then I map them because it all looks so much better as a map with small rectangles and arrows connecting them. It turns out that Invoice no. 3741 is born in the sales department. Ms. Ada gives birth to it as she presses print and it comes out of a printer.
I go upstairs and search for Ms Ada. I ask her about the invoice and ask to see the printer in question. She points to a big laser printer in a corner. It’s easy to be confused, there are four printers in that room. I make a mental note to wonder about the number of printers later and carry on asking about the invoice.
