Business Process Mapping
Improving Customer Satisfaction
2nd Edition
Published on 10. July 2009
Book
Hardback
336 pages
978-0-470-44458-0 (ISBN)
Description
Now fully revised and updated-a powerful, customer-focused tool for business improvement
Now in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that process to be more effective, and ensures that true value is being provided to customers. From management to internal auditor to external consultant, the new edition includes more detailed work and examples related to ERM practices, particularly focusing on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. As well, new tools are included toward enhancing and enriching the basic work done with process mapping.
J. Mike Jacka, CPA, CIA, CFE, CPCU (Phoenix, AZ), is Senior Manager over Special Projects at Farmers Insurance Internal Audit. Paulette J. Keller (Phoenix, AZ) is the Audit Director of Audit Technology and Support at Farmers Insurance Internal Audit.
More details
Product info
gebunden
Edition
2. Auflage
Language
English
Place of publication
New York
United States
Target group
Professional and scholarly
Product notice
sewn/stitched
Paper over boards
With dust jacket
Illustrations
Tables: 0 B&W, 0 Color; Exhibits: 88 B&W, 0 Color
Dimensions
Height: 235 mm
Width: 157 mm
Thickness: 23 mm
Weight
643 gr
ISBN-13
978-0-470-44458-0 (9780470444580)
Schweitzer Classification
Other editions
Additional editions
E-Book
08/2009
2nd Edition
Wiley
€47.99
Available for download
E-Book
05/2009
2nd Edition
Wiley
€47.99
Available for download
Previous edition
Book
01/2002
1st Edition
Wiley
€57.90
Article exhausted; check for reprint
Persons
J. Mike Jacka, CPA, CIA, CFE, CPCU, has over twenty-five years' experience in internal audit. In his current role as Senior Audit Manager over Special Projects at Farmers Audit Insurance, he identifies and develops processes, programs, and procedures that help provide greater value to internal audit's customers. He has written numerous articles for professional publications and is a popular speaker on many subjects related to internal auditing.
Paulette J. Keller, CPA, CIA, MBA, has worked in the insurance industry for over twenty-five years. Most of that time has been in internal audit, but she has also worked with Claims, Quality Control, and Life Company Special Projects. Currently, she is the Director of Audit Data Analytics with Farmers Insurance where she has responsibility for coordinating the retrieval and analysis of company data to be used in all audit analysis, including the embedding of data analyticsthroughout the audit work. She is a sought-after speaker and instructor in such areas as operational auditing, value-added approaches, and data analytics.
Content
Preface.
Introduction.
Pinocchio and the World of Business.
Chapter 1 What Is This Thing Called Process Mapping?
Who Cares about Processes, Anyway?
"Tell Me a Story": Analyzing the Process.
Benefits.
The Process of Process Mapping.
Process Defined.
Drilling Down the Movie.
Business Processes as Movies.
A Real Business Example.
Recap.
Key Analysis Points.
Chapter 2 Process Identification.
What Do You See?
Finding the Story.
Trigger Events.
Naming the Major Processes.
Process Timelines.
Customer Experience Analysis.
Recap.
Key Analysis Points.
Chapter 3 Information Gathering.
What You Need to Know and Where You Go to Learn It.
Preliminary Information.
Process Identification.
Process Description Overview.
Identifying the Process Owners.
Meeting with the Process Owners.
What to Discuss.
Process Profile Worksheet.
Meeting with the Unit Owners.
Workflow Surveys.
Data Gathering.
Recap.
Key Analysis Points.
Chapter 4 Interviewing and Map Generation.
Creating the Storyboard (Finally).
Ground Rules.
Sticky-Note Revolution.
Basic Rules.
Conducting the Interviews.
Creating a Final Map.
Example.
Recap.
Key Analysis Points.
Chapter 5 Map Generation: An Example.
Try It--You'll Like It.
Unit Level.
Task Level.
Action Level.
Recap.
Key Analysis Points.
Chapter 6 Analysis.
Into the Editing Room.
Triggers and False Triggers.
Inputs and Outputs.
Process Ownership.
Business Objective.
Business Risks.
Key Controls.
Measures of Success.
Analyzing the Actual Maps.
Cycle Times.
Finalizing the Project.
Recap and Key Analysis Points.
Chapter 7 Map Analysis: An Example.
This Is Only an Attempt.
Process Profile Worksheet.
Analyzing the Maps.
The Bigger Picture.
Recap and Key Analysis Points.
Chapter 8 Pitfalls and Traps.
Challenges.
Mapping for Mapping's Sake.
Lost in the Details.
Penmanship Counts.
Round and Round, Up and Down.
Failure to Finalize.
Letting the Customer Define the Process.
Leading the Witness.
Verifying the Facts.
Do Not Forget the Customers.
Recap.
Key Analysis Points.
Chapter 9 Customer Mapping.
Identify Jobs the Customer Wants to Get Done.
Customer Mapping versus Process Mapping.
The Steps of Customer Mapping.
The Customer Profile Worksheet.
Customer Mapping Example.
WeTrainU Customer Mapping Example.
Spaghetti Maps.
Recap.
Key Analysis Points.
Chapter 10 RACI Matrices.
Process versus Authority.
How Do I Know There's a Problem?
What Is a RACI Matrix?
Analyzing the RACI Matrix.
Expense Payment Process Example.
RACI Matrix to Process Map.
Process Map to RACI Matrix.
Recap.
Key Analysis Points.
Chapter 11 Enterprise Risk Management and Process Mapping.
Efficiency versus Effectiveness.
Enterprise Risk Management: A Primer.
And Now for Process Mapping.
The Internal Environment.
Objective Setting.
Event Identification.
Risk Assessment.
Risk Response.
Control Activities.
Information and Communication.
Monitoring.
Recap.
Chapter 12 Where Do We Go from Here?
Additional Applications.
Control Self-Assessment.
Re-Engineering.
Training.
That's Not All, Folks!
Index.