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
Autorentext
J. MIKE JACKA, CPA, CIA, CFE, CPCU, has over twenty-five years' experience in internal audit. In his current role as Senior Audit Manager over Special Projects at Farmers Audit Insurance, he identifies and develops processes, programs, and procedures that help provide greater value to internal audit's customers. He has written numerous articles for professional publications and is a popular speaker on many subjects related to internal auditing.
PAULETTE J. KELLER, CPA, CIA, MBA, has worked in the insurance industry for over twenty-five years. Most of that time has been in internal audit, but she has also worked with Claims, Quality Control, and Life Company Special Projects. Currently, she is the Director of Audit Data Analytics with Farmers Insurance where she has responsibility for coordinating the retrieval and analysis of company data to be used in all audit analysis, including the embedding of data analytics throughout the audit work. She is a sought-after speaker and instructor in such areas as operational auditing, value-added approaches, and data analytics.
Zusammenfassung
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
Inhalt
Preface xi
Introduction 1 Pinocchio and the World of Business 1
Chapter 1 What Is This Thing Called Process Mapping? 5
Who Cares about Processes, Anyway? 5
Tell Me a Story: Analyzing the Process 6
Benefits 7
The Process of Process Mapping 12
Process Defined 16
Drilling Down the Movie 17
Business Processes as Movies 21
A Real Business Example 25
Recap 30
Key Analysis Points 31
Chapter 2 Process Identification 33
What Do You See? 33
Finding the Story 36
Trigger Events 37
Naming the Major Processes 41
Process Timelines 43
Customer Experience Analysis 46
Recap 49
Key Analysis Points 51
Chapter 3 Information Gathering 53
What You Need to Know and Where You Go to Learn It 53
Preliminary Information 54
Process Identification 55
Process Description Overview 56
Identifying the Process Owners 57
Meeting with the Process Owners 59
What to Discuss 62
Process Profile Worksheet 71
Meeting with the Unit Owners 77
Workflow Surveys 78
Data Gathering 80
Recap 83
Key Analysis Points 85
Chapter 4 Interviewing and Map Generation 87
Creating the Storyboard (Finally) 87
Ground Rules 88
Sticky-Note Revolution 92
Basic Rules 94
Conducting the Interviews 99
Creating a Final Map 101
Example 102
Recap 111
Key Analysis Points 112
Chapter 5 Map Generation: An Example 115
Try ItYou'll Like It 115
Unit Level 116
Task Level 117
Action Level 122
Recap 144
Key Analysis Points 144
Chapter 6 Analysis 147
Into the Editing Room 147
Triggers and False Triggers 148
Inputs and Outputs 150
Process Ownership 153
Business Objective 155
Business Risks 155
Key Controls 157
Measures of Success 158
Analyzing the Actual Maps 159
Cycle Times 169
Finalizing the Pro…