Business Process Mapping: Improving Customer Satisfaction

✍ Scribed by J. Mike Jacka, Paulette J. Keller

• Publisher: Wiley
• Year: 2009
• Tongue: English
• Leaves: 338
• Edition: 2
• Category: Library

✦ Synopsis

Praise For Business Process Mapping: Improving Customer Satisfaction, Second Edition"A must-read for anyone performing business process mapping! This treasure shares step-by-stepapproaches and critical success factors, based on years of practical, customer-focused experience.A real winner!"—Timothy R. Holmes, CPA former General Auditor, American Red Cross"Paulette and Mike make extensive use of anecdotes and real-life examples to bring alive the topic ofbusiness process mapping. From the outset, this book will engage you and draw you into the worldof business process mapping. Who would have thought that reading about business process mapping could make you smile? Well, Mike and Paulette can make it happen! Within each chapter, theauthors provide 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 the chapter."—Barbara J. Muller, CPA, CFE, Senior Lecturer, School of Accountancy W. P. Carey School of Business, Arizona State University"Keller and Jacka cut through the drudgery of process mapping with a path-breaking approach thatenables the reader to better understand processes, how they work and how they work together toward successful achievement of business objectives. With great style and flair, this book will provide youwith a different way of thinking and new tools to assist you in process analysis and improvement. This book is a must-read for auditors, risk managers, quality improvement management, and businessprocess engineers."—Dean Bahrman, VP and Internal Audit Director (Retired) Global Financial Services Companies"Mike Jacka and Paulette Keller show their expertise with the application of business process mappingin increasing customer service and satisfaction in this updated and expanded edition of this popular book. With clear, practical examples and applications, this book shows the writing talents of bothauthors, and it will be used over and over by those from all lines of industries and professions. Kudos for a job well done!"—Joan Pastor, PhD, Founding Partner, Licensed Industrial-Organizational Psychologist JPA International, Inc., Beverly Hills, California

✦ Table of Contents

Business Process Mapping: Improving Customer Satisfaction, Second Edition......Page 1
Contents......Page 9
Preface......Page 13
Introduction: Pinocchio and the World of Business......Page 17
Who Cares about Processes, Anyway?......Page 21
“Tell Me a Story”: Analyzing the Process......Page 22
Benefits......Page 23
The Process of Process Mapping......Page 28
Process Defined......Page 32
Drilling Down the Movie......Page 33
Business Processes as Movies......Page 37
A Real Business Example......Page 41
What Do You See?......Page 49
Finding the Story......Page 52
Trigger Events......Page 53
Naming the Major Processes......Page 57
Process Timelines......Page 59
Customer Experience Analysis......Page 62
What You Need to Know and Where You Go to Learn It......Page 69
Preliminary Information......Page 70
Process Identification......Page 71
Process Description Overview......Page 72
Identifying the Process Owners......Page 73
Meeting with the Process Owners......Page 75
What to Discuss......Page 78
Process Profile Worksheet......Page 87
Meeting with the Unit Owners......Page 93
Workflow Surveys......Page 94
Data Gathering......Page 96
Creating the Storyboard (Finally)......Page 103
Ground Rules......Page 104
Sticky-Note Revolution......Page 108
Basic Rules......Page 110
Conducting the Interviews......Page 115
Creating a Final Map......Page 117
Example......Page 118
Try It—You’ll Like It......Page 131
Unit Level......Page 132
Task Level......Page 133
Action Level......Page 138
Into the Editing Room......Page 163
Triggers and False Triggers......Page 164
Inputs and Outputs......Page 166
Process Ownership......Page 169
Business Risks......Page 171
Key Controls......Page 173
Measures of Success......Page 174
Analyzing the Actual Maps......Page 175
Cycle Times......Page 185
Finalizing the Project......Page 186
Process Profile Worksheet......Page 191
Analyzing the Maps......Page 201
The Bigger Picture......Page 219
Mapping for Mapping’s Sake......Page 221
Lost in the Details......Page 223
Penmanship Counts......Page 225
Round and Round, Up and Down......Page 226
Failure to Finalize......Page 227
Letting the Customer Define the Process......Page 229
Leading the Witness......Page 230
Verifying the Facts......Page 232
Do Not Forget the Customers......Page 233
Identify Jobs the Customer Wants to Get Done......Page 239
The Steps of Customer Mapping......Page 241
The Customer Profile Worksheet......Page 247
Customer Mapping Example......Page 249
WeTrainU Customer Mapping Example......Page 256
Spaghetti Maps......Page 263
Process versus Authority......Page 271
How Do I Know There’s a Problem?......Page 272
What Is a RACI Matrix?......Page 273
Analyzing the RACI Matrix......Page 275
Expense Payment Process Example......Page 277
RACI Matrix to Process Map......Page 281
Process Map to RACI Matrix......Page 286
Efficiency versus Effectiveness......Page 293
Enterprise Risk Management: A Primer......Page 294
And Now for Process Mapping......Page 297
The Internal Environment......Page 303
Objective Setting......Page 307
Event Identification......Page 311
Risk Assessment......Page 315
Risk Response......Page 318
Control Activities......Page 320
Information and Communication......Page 322
Monitoring......Page 323
Additional Applications......Page 327
Control Self-Assessment......Page 328
Re-Engineering......Page 329
Training......Page 330
That’s Not All, Folks!......Page 332
Index......Page 335