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Business Process Mapping: Improving Customer Satisfaction

Business Process Mapping: Improving Customer Satisfaction Cover

 

Synopses & Reviews

Publisher Comments:

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

Synopsis:

Business Process Mapping is a powerful tool that offers a solid understanding of any given process, finds effective ways for that process to be more successful, and ensures that true value is being provided to customers. It allows all the individuals involved in a process to gain a better understanding of that process with a simple, yet powerful approach that anyone can utilize--from management to internal auditor to external consultant. Process Mapping is a holistic approach that includes the added benefit of increased employee ownership of ideas and, therefore, increased company morale.

Business Process Mapping represents a full, prac-tical discussion of this new tool. It provides the reader a fuller understanding of what processes are, then provides practical applications for each step in Process Mapping. It discusses the com-plete cycle of business Process Mapping and links business objectives, risks, and measures of success to the processes being mapped. Also included are numerous case studies and a wide range of tools for better implementing Process Mapping. To help understand the various steps in the mapping process, a detailed example is introduced and used throughout the book.

The four major steps of Process Mapping are fully explained:

* Process identification--attaining a full understanding of all the steps of a process

* Information gathering--identifying objectives, risks, and key controls in a process

* Interviewing and mapping--understanding the point of view of individuals in the process and designing actual maps

* Analysis--utilizing tools and approaches to make the process run more effectively and efficiently

Included in the book are various specialized tools that include questionnaires, process analysis worksheets, hierarchy/owner maps, and the techniques to be used in developing effective process maps. Business Process Mapping is a simple and definitive guide to Process Mapping suitable for individuals at any management level.

Synopsis:

A holistic approach to harnessing a company's processes to achieve true customer satisfaction

Every move that a corporation makes is a mixture of input, action, and output-in short, a process. To keep customers, employees, and shareholders happy, corporate management must juggle conflicting priorities. These competing priorities result in conflicting processes. To help achieve true customer satisfaction, manage-ment needs tools that allow for a holistic approach to analyzing these processes. This book provides that tool. It shows corporations how to analyze and enhance their critical processes in order to deliver the highest level of service to their internal and external customers. Providing a clear understanding of what process mapping can do for a company as well as practical applications for each step in process mapping, this useful guide outlines a proven method for assuring better processes and building a more customer-focused company.

About the Author

J. MIKE JACKA, CIA, CPA, is an Auditing Manager at Farmer?s Insurance in Phoenix, Arizona. He is a member of the Communications Advisory Committee for the Institute of Internal Auditors.

PAULETTE J. KELLER, CPA, MBA, is an Audit Consultant at Farmer?s Insurance in Phoenix, Arizona. She is also a Fellow of the Life Management Institute.

Table of Contents

Introduction: Pinocchio and the World of Business.

Chapter 1: Defining and Redefining Process.

Who Cares About Processes Anyway?

"Tell Me a Story"-Analyzing the Process.

Benefits.

Process Defined.

"Drilling Down" the Movie.

Business Processes as Movies.

A Real Business Example.

Recap.

Key Analysis Points.

Note.

Chapter 2: What Is This Thing Called Process Mapping?

But Wait, There's More.

Triggers.

Time Analysis.

Error Rate.

Focusing the Lens.

The Process of Process Mapping.

Process Identification.

Data Gathering.

Interviewing and Map Generation.

Analyzing the Data.

Presentation.

Recap.

Key Analysis Points.

Chapter 3: Process Identification.

What Do You See?

Finding the Story.

Trigger Events.

Naming the Major Processes.

Process Time Lines.

Customer Experience Analysis.

Recap.

Key Analysis Points.

Notes.

Chapter 4: 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 Talk About.

Process Profile Work Sheet.

Meeting with the Unit Owners.

Work Flow Surveys.

Data Gathering.

Recap.

Key Analysis Points.

Chapter 5: 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 6: Map Generation: An Example.

Try It -You'll Like It.

Unit Level.

Task Level.

Action Level.

Recap.

Key Analysis Points.

Chapter 7: 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.

Notes.

Chapter 8: Map Analysis: An Example.

This Is Only an Attempt.

Process Profile Work Sheet.

Analyzing the Maps.

The Bigger Picture.

Recap and Key Analysis Points.

Chapter 9: Pitfalls and Traps.

Challenges.

Mapping for Mapping's Sake.

Lost in the Details.

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 10: Where Do We Go from Here?

Additional Applications.

Risk Assessment.

Training.

That's Not All Folks.

Note.

Index.

Product Details

ISBN:
9780471079774
Subtitle:
Improving Customer Satisfaction
Author:
Jacka, J. Mike
Author:
Keller, Paulette J.
Publisher:
Wiley
Location:
New York
Subject:
Customer Service
Subject:
Customer relations
Subject:
Consumer satisfaction
Subject:
Reengineering
Subject:
Auditing - General
Subject:
Auditing
Subject:
customer experience processes
Subject:
Mike Jacka
Subject:
Paulette Keller
Subject:
process mapping
Subject:
business process mapping, customer experience processes, customer service, Mike Jacka, Paulette Keller, process mapping
Copyright:
Edition Description:
Includes bibliographical references and index.
Series Volume:
no. 4
Publication Date:
January 2002
Binding:
Electronic book text in proprietary or open standard format
Grade Level:
General/trade
Language:
English
Illustrations:
Yes
Pages:
320
Dimensions:
9.36x6.28x1.12 in. 1.44 lbs.

Related Subjects

Business » Customer Service

Business Process Mapping: Improving Customer Satisfaction
0 stars - 0 reviews
$ In Stock
Product details 320 pages John Wiley & Sons - English 9780471079774 Reviews:
"Synopsis" by , Business Process Mapping is a powerful tool that offers a solid understanding of any given process, finds effective ways for that process to be more successful, and ensures that true value is being provided to customers. It allows all the individuals involved in a process to gain a better understanding of that process with a simple, yet powerful approach that anyone can utilize--from management to internal auditor to external consultant. Process Mapping is a holistic approach that includes the added benefit of increased employee ownership of ideas and, therefore, increased company morale.

Business Process Mapping represents a full, prac-tical discussion of this new tool. It provides the reader a fuller understanding of what processes are, then provides practical applications for each step in Process Mapping. It discusses the com-plete cycle of business Process Mapping and links business objectives, risks, and measures of success to the processes being mapped. Also included are numerous case studies and a wide range of tools for better implementing Process Mapping. To help understand the various steps in the mapping process, a detailed example is introduced and used throughout the book.

The four major steps of Process Mapping are fully explained:

* Process identification--attaining a full understanding of all the steps of a process

* Information gathering--identifying objectives, risks, and key controls in a process

* Interviewing and mapping--understanding the point of view of individuals in the process and designing actual maps

* Analysis--utilizing tools and approaches to make the process run more effectively and efficiently

Included in the book are various specialized tools that include questionnaires, process analysis worksheets, hierarchy/owner maps, and the techniques to be used in developing effective process maps. Business Process Mapping is a simple and definitive guide to Process Mapping suitable for individuals at any management level.

"Synopsis" by , A holistic approach to harnessing a company's processes to achieve true customer satisfaction

Every move that a corporation makes is a mixture of input, action, and output-in short, a process. To keep customers, employees, and shareholders happy, corporate management must juggle conflicting priorities. These competing priorities result in conflicting processes. To help achieve true customer satisfaction, manage-ment needs tools that allow for a holistic approach to analyzing these processes. This book provides that tool. It shows corporations how to analyze and enhance their critical processes in order to deliver the highest level of service to their internal and external customers. Providing a clear understanding of what process mapping can do for a company as well as practical applications for each step in process mapping, this useful guide outlines a proven method for assuring better processes and building a more customer-focused company.

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