When Gartner said a number of years ago that if any organisation documented its business processes it would improve its organisational efficiency by 10% we were surprised and decided to challenge the claim. We contacted the customers we had at the time and to our surprise their belief was that this was probably on the low side.
Well documented business processes, graphically modelled, and providing process delivery instructions ensures that process are delivered consistently. If every time a service is delivered you do something differently, then you can not always be the most efficient, lowest cost or provide reliable outcomes. Just two recent projects types we have worked on provide examples:
Take a look at an example process map below. It's fully interactive.