Business process mapping improving customer satisfaction 2nd Edition by Paulette Keller, Mike Jacka 0470444584 9780470444580

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ISBN 10: 0470444584
ISBN 13: 9780470444580
Author: Paulette J. Keller, J. Mike Jacka

Praise for Business Process Mapping IMPROVING Customer Satisfaction SECOND EDITION “A must-read for anyone performing business process mapping! This treasure shares step-by-step approaches 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 of business process mapping. From the outset, this book will engage you and draw you into the world of 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, the authors 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 that enables 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 you with 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 business process 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 mapping in 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 both authors, 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

Business Process Mapping: Improving Customer Satisfaction 2nd Table of contents

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
CHAPTER 2 – Process Identification
What Do You See?
Finding the Story
Trigger Events
Naming the Major Processes
Process Timelines
Customer Experience Analysis
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
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
CHAPTER 5 – Map Generation: An Example
Try It—You’ll Like It
Unit Level
Task Level
Action Level
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
CHAPTER 7 – Map Analysis: An Example
This Is Only an Attempt
Process Profile Worksheet
Analyzing the Maps
The Bigger Picture
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
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
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
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
CHAPTER 12 – Where Do We Go from Here?
Additional Applications
Control Self-Assessment
Re-Engineering
Training
That’s Not All, Folks!

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