Business Process Mapping: Improving Customer Satisfaction 2nd Edition

Business Process Mapping
IMPROVING Customer Satisfaction
SECOND EDITION

Whether you are looking for a way to create efficiencies, analyze the work that is being done, or provide better customer service or innovation, you are ultimately looking for a tool to better understand processes. A full and complete introduction to organizational processes, growth, and business transformation, Business Process Mapping: Improving Customer Satisfaction, Second Edition is that tool.

Now providing more detailed work and examples related to customer mapping and enterprise risk management (ERM), the Second Edition focuses particularly on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. Its case studies and a wide range of new tools, including RACI matrices, “spaghetti” maps, and the use of control flowcharts, enhance and enrich the basic work done to get you successfully mapping using a more robust approach to process analysis.

Starting with a concept that is the cornerstone of moviemaking storyboarding the Second Edition walks you through the steps used in process mapping, including:

• Working with the client to ensure that everyone has a full understanding of the processes involved
• Learning the underlying concepts behind the process such as objectives, risks, and key controls
• Building the actual maps that are the cornerstone of this approach
• Using various approaches to help determine how to make the process better

This practical book discusses the complete cycle of business process mapping and links business objectives, risks, and measures of success to the processes being mapped. In addition, the Second Edition now includes questionnaires, process analysis worksheets, hierarchy/owner maps, and specific techniques to be used in developing effective process maps.

Ultimately, process mapping is a dynamic analytical technique meant to make your business run better. Drawing on their unique experience and expertise in the area of business process mapping, authors Mike Jacka and Paulette Keller reveal their simple yet powerful approach to process mapping as an effective analysis tool whether you are working within the department, within the company, or externally. Its holistic approach transforms flowcharting into a powerful, customer-focused tool for business improvement.

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