From the Inside Flap
Whether you are looking for a way to createefficiencies, 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 toorganizational processes, growth, and businesstransformation, Business Process Mapping: Improving Customer Satisfaction, Second Edition is that tool. Now providing more detailed work and examples related to customer mapping and enterpriserisk management (ERM), the Second Editionfocuses particularly on how objectives, risks, andkey performance indicators are fundamental tounderstanding 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 Editionwalks you through the steps used in processmapping, 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 analysisworksheets, hierarchy/owner maps, and specific techniques to be used in developing effectiveprocess 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 aneffective analysis tool–whether you are workingwithin the department, within the company, orexternally. Its holistic approach transforms flowcharting into a powerful, customer–focused tool for business improvement.
From the Back Cover
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