Business Process Mapping Workbook : Improving Customer Satisfaction

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  • Edition: 1st
  • Format: Paperback
  • Copyright: 2009-07-07
  • Publisher: Wiley

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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

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
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
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
Interviewing and Map Generation
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
Building the Map
A Comprehensive Example
Mapping the Hiring Process
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
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
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
Table of Contents provided by Publisher. All Rights Reserved.

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