Business Process Mapping: Improving Customer Satisfaction - Hardcover

Jacka, J. Mike; Keller, Paulette J.

Hardcover

ISBN 10: 0470444584 ISBN 13: 9780470444580

Publisher: Wiley, 2009

Synopsis

Now fully revised and updated--a powerful, customer-focused tool for business improvement Now in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that process to be more effective, and ensures that true value is being provided to customers. From management to internal auditor to external consultant, the new edition includes more detailed work and examples related to ERM practices, particularly focusing on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. As well, new tools are included toward enhancing and enriching the basic work done with process mapping. J. Mike Jacka, CPA, CIA, CFE, CPCU (Phoenix, AZ), is Senior Manager over Special Projects at Farmers Insurance Internal Audit. Paulette J. Keller (Phoenix, AZ) is the Audit Director of Audit Technology and Support at Farmers Insurance Internal Audit.

About this title

Product Description:

Now fully revised and updated--a powerful, customer-focused tool for business improvement Now in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that process to be more effective, and ensures that true value is being provided to customers.

From the Back Cover:

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

About this edition

• Publisher: Wiley
• Publication date: 2009
• ISBN 10: 0470444584
• ISBN 13: 9780470444580
• Binding: Hardcover
• Edition number: 2
• Number of pages: 336