Business Process Mapping
Improving Customer Satisfaction
2nd Edition
Published on 14. May 2009
336 pages
978-0-470-49603-9 (ISBN)
Description
Praise For Business Process Mapping: Improving CustomerSatisfaction, Second Edition
"A must-read for anyone performing business process mapping!This treasure shares step-by-stepapproaches and critical successfactors, based on years of practical, customer-focused experience.Areal winner!"
--Timothy R. Holmes, CPA former General Auditor,American Red Cross
"Paulette and Mike make extensive use of anecdotes and real-lifeexamples to bring alive the topic ofbusiness process mapping. Fromthe outset, this book will engage you and draw you into the worldofbusiness process mapping. Who would have thought that reading aboutbusiness process mapping could make you smile? Well, Mike andPaulette can make it happen! Within each chapter, theauthorsprovide detailed examples and exhibits used to document a process.Each chapter also includes a 'Recap' and 'Key Analysis Points'which enable the reader to distill the highlights of thechapter."
--Barbara J. Muller, CPA, CFE, Senior Lecturer, Schoolof Accountancy W. P. Carey School of Business, Arizona StateUniversity
"Keller and Jacka cut through the drudgery of process mappingwith a path-breaking approach thatenables the reader to betterunderstand processes, how they work and how they work togethertoward successful achievement of business objectives. With greatstyle and flair, this book will provide youwith a different way ofthinking and new tools to assist you in process analysis andimprovement. This book is a must-read for auditors, risk managers,quality improvement management, and businessprocessengineers."
--Dean Bahrman, VP and Internal Audit Director(Retired) Global Financial Services Companies
"Mike Jacka and Paulette Keller show their expertise with theapplication of business process mappingin increasing customerservice and satisfaction in this updated and expanded edition ofthis popular book. With clear, practical examples and applications,this book shows the writing talents of bothauthors, and it will beused over and over by those from all lines of industries andprofessions. Kudos for a job well done!"
--Joan Pastor, PhD, Founding Partner, LicensedIndustrial-Organizational Psychologist JPA International, Inc.,Beverly Hills, California
More details
Other editions
Additional editions
Book
07/2009
2nd Edition
Wiley
€68.00
Shipment within 10-20 days
Persons
J. Mike Jacka, CPA, CIA, CFE, CPCU, has over twenty-fiveyears' experience in internal audit. In his current role as SeniorAudit Manager over Special Projects at Farmers Audit Insurance, heidentifies and develops processes, programs, and procedures thathelp provide greater value to internal audit's customers. He haswritten numerous articles for professional publications and is apopular speaker on many subjects related to internal auditing.
Paulette J. Keller, CPA, CIA, MBA, has worked in theinsurance industry for over twenty-five years. Most of that timehas been in internal audit, but she has also worked with Claims,Quality Control, and Life Company Special Projects. Currently, sheis the Director of Audit Data Analytics with Farmers Insurancewhere she has responsibility for coordinating the retrieval andanalysis 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 asoperational auditing, value-added approaches, and dataanalytics.
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 ProcessMapping.
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.
