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.
Business Process Mapping: Improving Customer Satisfaction
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Book Description
A holistic approach to harnessing a company's processes to achieve true customer satisfaction
Frequently Bought Together
Editorial Reviews
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.
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.
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
"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
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Most Helpful Customer Reviews
6 of 6 people found the following review helpful:
3.0 out of 5 stars
Good Beginner Text but ....,
By
This review is from: Business Process Mapping: Improving Customer Satisfaction (Hardcover)
This book, and it's Workbook companion, aim to impart process modelling knowledge to beginners and it does a good job at that. I have two criticisms of this text; 1) it aims are beginners using really "dumbed-down" language and examples and 2) it does not cover the business process standard notation BPMN.
In positioning this text for beginners the authors have probably identified a good potential market. That said I think this text could be easily understood by my 11 year old son - if he had the interest. It's communication language, examples and style are too low-ball and it does nothing to build the readers capability to enter texts aimed at business, especially management, and academic audiences. Consequently it becomes a laborious, boring read. The modelling notation used is a basic flowchart approach. For a text to be written and published on this topic without reference to, or examples of, BPMN is doing a disservice to anyone learning modelling. The BPM profession has moved on and is now pervading general management; at both a professional and academic level. BPMN, while arguably imperfect, IS the standard adopted by the community. Choosing to ignore BPMN as the notation to teach process modelling makes this text less relevant to the new modeller as they then have to need to learn a new notation and somehow translate their newly found knowledge - a job I am sure would be much more effectively handled by the authors. That all said this book does do a good job at helping new modeller understand modelling basics, especially interviewing, decomposition, and model validation.
21 of 27 people found the following review helpful:
5.0 out of 5 stars
Provides step by step guidance,
By Roger Rouke (New York) - See all my reviews
This review is from: Business Process Mapping: Improving Customer Satisfaction (Hardcover)
I have been looking for an effective analytical tool that would help me make get a good understanding of my company's business processes. This book hit the mark by providing me with step by step guidance. Especially helpful was the expense payment process example as well as the hints it provides on what to avoid while performing a process mapping. Overall it was worth the money.
5 of 6 people found the following review helpful:
5.0 out of 5 stars
Precise Methods for Gathering Process Data,
By
Amazon Verified Purchase(What's this?)
This review is from: Business Process Mapping: Improving Customer Satisfaction (Hardcover)
I'm an educator in a midwest insurance company so I related easily to the author's examples which are based on Farmer's Insurance. It is easy to recognize the author's auditing background because their methods are precise and complete. I will use their written experience to conduct classes of my own. I have two observations from the book: 1. Entity types are identified as Process, Unit, Task, and Action. These correspond to Process, Subprocess, Activity, and Step which are somewhat better known; 2. The examples and case study of insurance applications will appeal to those in an identical or similar industry.
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Inside This Book
(learn more)
First Sentence:
Most companies spend a great deal of time each year developing strategic objectives and goals. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
check retriever, disbursements clerk, office disbursements, customer experience processes, check issuer, owner chart, maximum elapsed times, document flowchart, assignment clerk, check issuance, invisible consequences, service initiation, process owners, unit owners, process mapping, check request, shipping receipt, payment process, process maps Key Phrases - Capitalized Phrases (CAPs): (learn more)
Process Profile Work Sheet, Approve Request, Prepare Check, Prepare Request, Deliver Check, Verify Request, Complete Request, Mail Request, Corresponding Check, Process Description Overview, Return Check, Level Check Issuer, Verify Check, Business Process Time Line Work Sheet, Field Office Prepares Request, Level Disbursements Clerk, Process Identification Work Sheet, Home Office Disbursement Supervisor Check, Karl Albrecht, New York, Walt Disney New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Most companies spend a great deal of time each year developing strategic objectives and goals. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
check retriever, disbursements clerk, office disbursements, customer experience processes, check issuer, owner chart, maximum elapsed times, document flowchart, assignment clerk, check issuance, invisible consequences, service initiation, process owners, unit owners, process mapping, check request, shipping receipt, payment process, process maps Key Phrases - Capitalized Phrases (CAPs): (learn more)
Process Profile Work Sheet, Approve Request, Prepare Check, Prepare Request, Deliver Check, Verify Request, Complete Request, Mail Request, Corresponding Check, Process Description Overview, Return Check, Level Check Issuer, Verify Check, Business Process Time Line Work Sheet, Field Office Prepares Request, Level Disbursements Clerk, Process Identification Work Sheet, Home Office Disbursement Supervisor Check, Karl Albrecht, New York, Walt Disney New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
This book cites 1
book:
3
books
cite this book:
- At America's Service: How Your Company Can Join the Customer Service Revolution by Karl Albrecht on page 76
- Facilitating the Project Lifecycle: The Skills & Tools to Accelerate Progress for Project Managers, Facilitators, and Six Sigma Project Teams (Jossey-Bass Business & Management) by Janet A. Means on page 370
- Quality and Risk Management in the IVF Laboratory by David Mortimer on page 220
- Successful Manager's Handbook: Develop Yourself, Coach Others by Susan H. Gebelein in Back Matter
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