Mapping Your Case Management Process: A Step-by-Step Audit

8 min read

You can't optimize what you don't understand. Most funeral homes operate on inherited workflows that evolved organically without systematic design. Process mapping reveals hidden inefficiencies and creates the foundation for data-driven optimization.

The Four-Phase Audit Methodology

Documentation Phase

1-2 weeks

Objective: Map current state processes including <Link href="/blog/workflow-optimization/first-call-standardized-intake-forms" className="text-teal-600 hover:text-teal-700 underline">first call procedures</Link>

Shadow staff during actual cases
Document every step and handoff
Time each process component
Identify decision points and variations

Analysis Phase

1 week

Objective: Identify inefficiencies and bottlenecks

Calculate time and cost for each step
Identify redundant or unnecessary tasks
Map communication flow and delays
Assess technology utilization gaps

Optimization Phase

2-3 weeks

Objective: Design improved workflows

Eliminate non-value-added steps
Streamline communication pathways
Standardize variable processes
Integrate technology solutions

Implementation Phase

2-4 weeks

Objective: Deploy optimized processes

Train staff on new procedures
Monitor performance metrics
Adjust based on real-world feedback
Document final standardized processes

Process Stage Analysis Framework

Initial Contact

Key Activities

  • • First call intake
  • • Basic information collection
  • • Appointment scheduling

Common Bottlenecks

  • • Incomplete information capture
  • • Multiple callback requirements
  • • Scheduling conflicts

Optimization Opportunities

  • • Standardized intake forms
  • • Real-time calendar integration
  • • Call recording/notes

Arrangement Meeting

Key Activities

  • • Family consultation
  • • Service planning
  • • Contract completion

Common Bottlenecks

  • • Missing documents
  • • Pricing confusion
  • • Decision delays

Optimization Opportunities

  • • Pre-meeting preparation
  • • Digital signatures
  • • Automated pricing

Service Preparation

Key Activities

  • • Preparation scheduling
  • • Vendor coordination
  • • Facility setup

Common Bottlenecks

  • • Schedule conflicts
  • • Vendor communication
  • • Setup delays

Optimization Opportunities

  • • Integrated scheduling
  • • Vendor portals
  • • Setup checklists

Service Execution

Key Activities

  • • Service coordination
  • • Family support
  • • Final arrangements

Common Bottlenecks

  • • Last-minute changes
  • • Communication gaps
  • • Coordination issues

Optimization Opportunities

  • • Real-time updates
  • • Mobile communication
  • • Contingency planning

Post-Service

Key Activities

  • • Final billing
  • • Follow-up care
  • • Case closure

Common Bottlenecks

  • • Billing delays
  • • Incomplete documentation
  • • Follow-up gaps

Optimization Opportunities

  • • Automated billing
  • • Digital documentation
  • • Scheduled follow-ups

Essential Metrics to Track

Time-Based Metrics

First call to arrangementTarget: <24 hours
Arrangement to serviceTarget: 2-7 days
Contract to final billingTarget: <48 hours
Case closure timelineTarget: <30 days

Quality Metrics

First-call information accuracyTarget: >95%
Contract errors requiring revisionTarget: <5%
Service day issuesTarget: <2%
Family satisfaction scoreTarget: >4.5/5

Sample Process Mapping Template

Arrangement Meeting Process Map

Pre-Meeting (30 minutes)

  • 1. Review first call notes (5 min)
  • 2. Prepare arrangement room (10 min)
  • 3. Print required documents (5 min)
  • 4. Review family preferences (10 min)

Meeting Execution (90 minutes)

  • 1. Family welcome and introductions (10 min)
  • 2. Service planning discussion (45 min)
  • 3. Merchandise selection (20 min)
  • 4. Contract completion and signing (15 min)

Post-Meeting (15 minutes)

  • 1. Update case management system (5 min)
  • 2. Schedule follow-up tasks (5 min)
  • 3. Communicate with preparation staff (5 min)

Identified Inefficiencies: Document printing could be eliminated with digital signatures (5 min savings). Merchandise selection could be streamlined with tablet catalogs (10 min savings).

Technology Integration Assessment

High-Impact Technology Gaps

Identify processes that would benefit most from technology integration. Focus on repetitive tasks, communication handoffs, and data-heavy processes.

  • • Manual data entry between systems
  • • Phone-based staff communication
  • • Paper-based checklists and forms
  • • Manual scheduling and calendar management

Quick Win Opportunities

Prioritize changes that provide immediate impact with minimal disruption. These typically involve standardization rather than technology implementation.

  • • Standardized intake forms and scripts
  • • Consistent filing and naming conventions
  • • Defined staff roles and responsibilities
  • • Regular communication checkpoints

ROI Calculation Framework

Process Optimization ROI Formula

Current State Costs

(Average time per case × Number of cases × Hourly labor cost) + Technology costs + Error costs

Example: (3.5 hours × 250 cases × $25/hour) + $5,000 + $3,000 = $29,875

Optimized State Costs

(Reduced time per case × Number of cases × Hourly labor cost) + New technology costs + Reduced error costs

Example: (2.1 hours × 250 cases × $25/hour) + $2,400 + $500 = $16,025

Annual Savings

$29,875 - $16,025 = $13,850 annual savings

Streamline Your Process Mapping with Sacred Grounds

Our platform includes built-in process templates and workflow optimization tools that eliminate guesswork while providing measurable efficiency improvements.

Start Process OptimizationView Workflow Tools
← Back to Case Management Workflow Optimization