Business Process Mapping Workbook: Improving Customer Satisfaction - Hardcover

Jacka, J. Mike; Keller, Paulette J.

Hardcover

ISBN 10: 0471079774 ISBN 13: 9780471079774

Publisher: John Wiley & Sons, 2002

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 this title

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.

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 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.

Edition details

• Publisher: John Wiley & Sons
• Publication date: 2002
• Language: English
• ISBN 10: 0471079774
• ISBN 13: 9780471079774
• Binding: Hardcover
• Number of pages: 320