Business Process Mapping: Improving Customer Satisfaction - Hardcover

Jacka, J. Mike; Keller, Paulette J.

Hardcover

ISBN 10: 0470444584 ISBN 13: 9780470444580

Publisher: Wiley, 2009

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-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

About this title

From the Back Cover

Praise for Business Process Mapping

"A delight! The holistic approach transforms flowcharting into a powerful, customer- focused tool for business improvement. The running analog to a movie storyboard enlivens what could be a dry subject and, more important, it teaches the attitude and thought process of a skilled user. A must-read for the entire audit staff."
-- James Roth, AuditTrends

"The authors cleverly use movie making and other examples to which the reader can readily relate to bring to life the important business subject of Process Mapping. The reader has fun and can better understand the concepts, techniques, uses, and holistic qualities of Process Mapping. This book represents a breakthrough in the approach to a must-know business area. In its zestful presentation, Business Process Mapping: Improving Customer Satisfaction assures us that we're not in the Kansas-of-another-dull-business-book anymore!"
-- Michael R. Plumly, Director of Internal Audit, ABB Inc.

"Without a full and complete understanding of organizational processes, growth and transformation don't happen. Jacka and Keller demystify Process Mapping through a storyboarding system that is powerful and elegant. 'Seeing' the organizational story enables employees to grasp the whole picture, how all the parts are integrated, and what needs to be changed. Analogies to popular movies help to make the concept instantly accessible. Drawing on their unique experience and expertise in the area of business Process Mapping, the authors offer a strategy with the potential to revolutionize!"
-- Anne Graham, PhD
former Editor in Chief, Internal Audit magazine
and current Managing Director of Educational and
Member Services, AACSB International

"Jacka and Keller have found a way to bring to life two critical components of auditing -- communication and comprehension. The book enables the Process Mapping facilitator to provide a delivery mechanism that reaches the heart of a customer-focused consulting approach. Throughout the discussion on Process Mapping, the reader is able to visualize practical applications with ease. This approach addresses the ever-evading theme in corporate environments -- segmentation. Jacka and Keller demonstrate how effective Process Mapping can be in teaching entire units of an organization how their job function impacts the product or service being manufactured. Even the participants gain critical knowledge and come to better understand the true value of their job."
-- Mark Brinkley, Assistant Director of Internal Audit
American Century Investments

From the Inside Flap

Business Process Mapping
IMPROVING Customer Satisfaction
SECOND EDITION

Whether you are looking for a way to create efficiencies, analyze the work that is being done, or provide better customer service or innovation, you are ultimately looking for a tool to better understand processes. A full and complete introduction to organizational processes, growth, and business transformation, Business Process Mapping: Improving Customer Satisfaction, Second Edition is that tool.

Now providing more detailed work and examples related to customer mapping and enterprise risk management (ERM), the Second Edition focuses particularly on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. Its case studies and a wide range of new tools, including RACI matrices, "spaghetti" maps, and the use of control flowcharts, enhance and enrich the basic work done to get you successfully mapping using a more robust approach to process analysis.

Starting with a concept that is the cornerstone of moviemaking—storyboarding—the Second Edition walks you through the steps used in process mapping, including:

• Working with the client to ensure that everyone has a full understanding of the processes involved
• Learning the underlying concepts behind the process such as objectives, risks, and key controls
• Building the actual maps that are the cornerstone of this approach
• Using various approaches to help determine how to make the process better

This practical book discusses the complete cycle of business process mapping and links business objectives, risks, and measures of success to the processes being mapped. In addition, the Second Edition now includes questionnaires, process analysis worksheets, hierarchy/owner maps, and specific techniques to be used in developing effective process maps.

Ultimately, process mapping is a dynamic analytical technique meant to make your business run better. Drawing on their unique experience and expertise in the area of business process mapping, authors Mike Jacka and Paulette Keller reveal their simple yet powerful approach to process mapping as an effective analysis tool—whether you are working within the department, within the company, or externally. Its holistic approach transforms flowcharting into a powerful, customer-focused tool for business improvement.

Edition details

• Publisher: Wiley
• Publication date: 2009
• ISBN 10: 0470444584
• ISBN 13: 9780470444580
• Binding: Hardcover
• Language: English
• Edition number: 2
• Number of pages: 322