Business Process Mapping Improving Customer Satisfaction

by Jacka, J. Mike; Keller, Paulette J.

• ISBN13: 9780470444580
• ISBN10: 0470444584
• Edition: 2nd
• Format: Hardcover
• Copyright: 2009-07-07
• Publisher: Wiley

Summary

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

Author Biography

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 analyticsthroughout the audit work. She is a sought-after speaker and instructor in such areas as operational auditing, value-added approaches, and data analytics.

Table of Contents

Preface	p. xi
Introduction	p. 1
Pinocchio and the World of Business	p. 1
What Is This Thing Called Process Mapping?	p. 5
Who Cares about Processes, Anyway?	p. 5
"Tell Me a Story": Analyzing the Process	p. 6
Benefits	p. 7
The Process of Process Mapping	p. 12
Process Defined	p. 16
Drilling Down the Movie	p. 17
Business Processes as Movies	p. 21
A Real Business Example	p. 25
Recap	p. 30
Key Analysis Points	p. 31
Process Identification	p. 33
What Do You See?	p. 33
Finding the Story	p. 36
Trigger Events	p. 37
Naming the Major Processes	p. 41
Process Timelines	p. 43
Customer Experience Analysis	p. 46
Recap	p. 49
Key Analysis Points	p. 51
Information Gathering	p. 53
What You Need to Know and Where You Go to Learn It	p. 53
Preliminary Information	p. 54
Process Identification	p. 55
Process Description Overview	p. 56
Identifying the Process Owners	p. 57
Meeting with the Process Owners	p. 59
What to Discuss	p. 62
Process Profile Worksheet	p. 71
Meeting with the Unit Owners	p. 77
Workflow Surveys	p. 78
Data Gathering	p. 80
Recap	p. 83
Key Analysis Points	p. 85
Interviewing and Map Generation	p. 87
Creating the Storyboard (Finally)	p. 87
Ground Rules	p. 88
Sticky-Note Revolution	p. 92
Basic Rules	p. 94
Conducting the Interviews	p. 99
Creating a Final Map	p. 101
Example	p. 102
Recap	p. 111
Key Analysis Points	p. 112
Map Generation: An Example	p. 115
Try It-You'll Like It	p. 115
Unit Level	p. 116
Task Level	p. 117
Action Level	p. 122
Recap	p. 144
Key Analysis Points	p. 144
Analysis	p. 147
Into the Editing Room	p. 147
Triggers and False Triggers	p. 148
Inputs and Outputs	p. 150
Process Ownership	p. 153
Business Objective	p. 155
Business Risks	p. 155
Key Controls	p. 157
Measures of Success	p. 158
Analyzing the Actual Maps	p. 159
Cycle Times	p. 169
Finalizing the Project	p. 170
Recap and Key Analysis Points	p. 172
Map Analysis: An Example	p. 175
This is Only an Attempt	p. 175
Process Profile Worksheet	p. 175
Analyzing the Maps	p. 185
The Bigger Picture	p. 203
Recap and Key Analysis Points	p. 204
Pitfalls and Traps	p. 205
Challenges	p. 205
Mapping for Mapping's Sake	p. 205
Lost in the Details	p. 207
Penmanship Counts	p. 209
Round and Round, Up and Down	p. 210
Failure to Finalize	p. 211
Letting the Customer Define the Process	p. 213
Leading the Witness	p. 214
Verifying the Facts	p. 216
Do Not Forget the Customers	p. 217
Recap	p. 218
Key Analysis Points	p. 220
Customer Mapping	p. 223
Identify Jobs the Customer Wants to Get Done	p. 223
Customer Mapping versus Process Mapping	p. 225
The Steps of Customer Mapping	p. 225
The Customer Profile Worksheet	p. 231
Customer Mapping Example	p. 233
We TrainU Customer Mapping Example	p. 240
Spaghetti Maps	p. 247
Recap	p. 251
Key Analysis Points	p. 252
RACI Matrices	p. 255
Process versus Authority	p. 255
How Do I Know There's a Problem?	p. 256
What Is a RACI Matrix?	p. 257
Analyzing the RACI Matrix	p. 259
Expense Payment Process Example	p. 261
RACI Matrix to Process Map	p. 265
Process Map to RACI Matrix	p. 270
Recap	p. 273
Key Analysis Points	p. 274
Enterprise Risk Management and Process Mapping	p. 277
Efficiency versus Effectiveness	p. 277
Enterprise Risk Management: A Primer	p. 278
And Now for Process Mapping	p. 281
The Internal Environment	p. 287
Objective Setting	p. 291
Event Identification	p. 295
Risk Assessment	p. 299
Risk Response	p. 302
Control Activities	p. 304
Information and Communication	p. 306
Monitoring	p. 307
Recap	p. 309
Where Do We Go from Here?	p. 311
Additional Applications	p. 311
Control Self-Assessment	p. 312
Re-Engineering	p. 313
Training	p. 314
That's Not All, Folks!	p. 316
Index	p. 319
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