Business Process Mapping Workbook Improving Customer Satisfaction

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

• ISBN13: 9780470446287
• ISBN10: 0470446285
• Edition: 1st
• Format: Paperback
• Copyright: 2009-07-07
• Publisher: Wiley

Summary

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.

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 AuditInsurance, 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.

Table of Contents

Preface

Process Mapping: An Introduction

Process Identification

Information Gathering

Interviewing and Map Generation

Analyzing the Data

Customer Mapping

Spaghetti Maps and RACI Matrices

JayKayCo Case Study

Drilling Down into the Process

Process Defined

Identifying Inputs, Transformations, and Outputs

Processes, Units, Tasks, and Actions

Identifying Units within a Process

Identifying Inputs and Outputs to Units

Unit Inputs and Outputs

Defining Task and Action Levels

Identifying Tasks, Actions, and the Related Inputs and Outputs

Comprehensive Example

Drilling Down a Human Resources Example

Solutions

Process Identification

Finding the Story

Identifying the Process Trigger

Determining Which Actions Are Trigger Points

Identifying All Customer Trigger Points

Identifying Company Processes

Naming the Processes

Naming All Potential Triggers

Business Process Timeline Worksheets

Supporting Processes

Additional Supporting Processes

Comprehensive Example

Defining the Hiring Process

Solutions

Information Gathering

Describe the Process

Improving Process Descriptions

Providing Process Descriptions

Identify the Process and Unit Owners

Matching Owners to Processes

Interviewing the Process and Unit Owners

Identifying Good Objectives

Writing Objectives

Identifying Risks

Determining Risks to Objectives

Identifying Key Controls

Identifying Measures of Success

Process Profile Worksheet

Comprehensive Example

Completing the Process Profile Worksheet

Solutions

Interviewing and Map Generation

Interviewing

Map Generation

Process Mapping Basics

Decision Trees

Verb/Noun Format

A Simple Process Map

Building Your First Complete Map

Comprehensive Example

Putting It All Together

Solutions

Building the Map

A Comprehensive Example

Mapping the Hiring Process

Solutions

Analysis of the Process Maps

Review the Process Profile Worksheet

Review the Process Map

Analyzing Approvals

Analyzing Process Map Loops

Analyzing Delays, Rework, and Handoffs

Analyzing the Forms

Analyzing Unfinished Activities

Analyzing the Hiring Process

Solutions

Customer Mapping

Steps of Customer Mapping

Defining the Job

Defining the Job

Identifying Key Tasks and Actions

Identifying Key Tasks

Actions, Inputs, and Outputs

Actions, Inputs, and Outputs

Measures of Success

Determining Measures of Success

Ranking Measures and Determining Success

Customer Profile Worksheet

Completing the Customer Profile Worksheet

Creating the Customer Map

Building a Customer Map

A Comprehensive Customer Mapping Project

Solutions

Spaghetti Maps and RACI Matrices

Spaghetti Maps

Identifying the Key Steps

Identifying the Key Steps

Building the Actual Map

Building the As Is Spaghetti Map

Analyzing the Spaghetti Map

Building the To Be Map

Spaghetti Mapping the Hiring Process

RACI Matrices

Determining Responsibilities

Building the RACI Matrix

Building a RACI Matrix

Analyzing the RACI Matrix

Analyzing the RACI Matrix

Solutions

Epilogue

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