Sharon:
I don't know exactly what service mapping is, but I have a nodding
familiarity with organizational mapping. It involves each work unit
clarifying its mission, and then analyzing its supplier and customer
relationships in context of the mission. It's similar to a SIPOC process,
but with M (mission) in the middle in stead of P (process). The result is
a map of the organization that shows how the work units relate to each
other. Besides showing the basic internal customer-supplier
relationships, it also reveals common suppliers and customers, both
internal and external.
This differs from core business function analysis in the sense that its
focus is on relationships among work units within the organization, rather
than on the external customer.
This process was described at the 7th annual Hunter Conference on Quality
in Madison, Wis. in early June, 1994. It was in a breakout session titled
"A Process for Mission Alignment" presented by consultants Roland Coates
and Elizabeth Freeman, and Prabir Basu of the G.D. Searle Co. in Skokie,
Ill. The Conference was sponsored by the Madison Area Quality Improvement
Network (MAQIN). The Searle Co. is where Mr. Basu works and is the site
of the mapping effort described in the conference.
I don't know if this has any relevance to what you're looking for, but
here it is. Good luck.
Dave
-- David E. Birren Phone: (608)267-2442 Wisconsin Dept. of Natural Resources Fax: (608)267-3579 Bureau of Management & Budget E-mail: birred@dnr.state.wi.us"Our future is to be food - Wisdom's gift - for what comes after us." -- Saadi (Neil Douglas-Klotz)