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Business Process Mapping: Improving Customer Satisfaction Hardcover – 10 Jul 2009


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Product details

  • Hardcover: 336 pages
  • Publisher: John Wiley & Sons; 2nd Edition edition (10 July 2009)
  • Language: English
  • ISBN-10: 0470444584
  • ISBN-13: 978-0470444580
  • Product Dimensions: 16 x 2.8 x 23.6 cm
  • Average Customer Review: 3.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Bestsellers Rank: 1,633,940 in Books (See Top 100 in Books)
  • See Complete Table of Contents

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Product Description

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

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42 of 46 people found the following review helpful By Peter K. Fraser on 13 Mar 2002
Format: Hardcover
The authors repeat the "traditional" definition of a process as "a series of actions that takes an input, transforms it and produces an output" (page 3). This definition is unhelpful at best and is often totally misleading, as they demonstrate when they try to explain it. Their example of "waking up in the morning" contradicts their definition - the input is defined as "the alarm going off", but there is no way that this (ie "the alarm going off") is transformed by "the body going through a series of movements".
Again, the "Payment by Cheque Request" process is described as having "the bill" as the input, but the transformation is defined as the "completion of a request leading to a payment". The bill has not been transformed!
On page 27 they state that "...the process that is "the company"". "Running the company" is a process (ie a series of related actions), but "the company" itself most certainly is not a process.
The concept of a "trigger" to start a process is important and is often ignored, but it is given due attention here. But again the authors let themselves down with their examples. On page 38, they state that "...the trigger that starts Psycho the movie rolling is the money". The trigger must be "an action or an event" - it is the temptation that triggers the process.
The key idea of an "objective" for the process is also missing. If it had been recognised, the idea of a "clear end point" (page 118) would be more understandable and easier to identify. And the concept of "instances" of a process (whereby different conditions and resources may apply each time the process is followed) is ignored.
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Most Helpful Customer Reviews on Amazon.com (beta)

Amazon.com: 5 reviews
22 of 28 people found the following review helpful
Provides step by step guidance 3 Jan 2002
By Roger Rouke - Published on Amazon.com
Format: Hardcover
I have been looking for an effective analytical tool that would help me make get a good understanding of my company's business processes. This book hit the mark by providing me with step by step guidance. Especially helpful was the expense payment process example as well as the hints it provides on what to avoid while performing a process mapping. Overall it was worth the money.
7 of 8 people found the following review helpful
Precise Methods for Gathering Process Data 17 Feb 2006
By Amazon Customer - Published on Amazon.com
Format: Hardcover Verified Purchase
I'm an educator in a midwest insurance company so I related easily to the author's examples which are based on Farmer's Insurance. It is easy to recognize the author's auditing background because their methods are precise and complete. I will use their written experience to conduct classes of my own. I have two observations from the book: 1. Entity types are identified as Process, Unit, Task, and Action. These correspond to Process, Subprocess, Activity, and Step which are somewhat better known; 2. The examples and case study of insurance applications will appeal to those in an identical or similar industry.
7 of 9 people found the following review helpful
Good Beginner Text but .... 28 Jan 2010
By Timothy D. Paul - Published on Amazon.com
Format: Hardcover
This book, and it's Workbook companion, aim to impart process modelling knowledge to beginners and it does a good job at that. I have two criticisms of this text; 1) it aims are beginners using really "dumbed-down" language and examples and 2) it does not cover the business process standard notation BPMN.

In positioning this text for beginners the authors have probably identified a good potential market. That said I think this text could be easily understood by my 11 year old son - if he had the interest. It's communication language, examples and style are too low-ball and it does nothing to build the readers capability to enter texts aimed at business, especially management, and academic audiences. Consequently it becomes a laborious, boring read.

The modelling notation used is a basic flowchart approach. For a text to be written and published on this topic without reference to, or examples of, BPMN is doing a disservice to anyone learning modelling. The BPM profession has moved on and is now pervading general management; at both a professional and academic level. BPMN, while arguably imperfect, IS the standard adopted by the community. Choosing to ignore BPMN as the notation to teach process modelling makes this text less relevant to the new modeller as they then have to need to learn a new notation and somehow translate their newly found knowledge - a job I am sure would be much more effectively handled by the authors.

That all said this book does do a good job at helping new modeller understand modelling basics, especially interviewing, decomposition, and model validation.
2 of 2 people found the following review helpful
Customers Perspective 31 Jan 2010
By Wil Putt - Published on Amazon.com
Format: Hardcover
I've been a BPM novice for my small company for many years. This book quickly normalized my approach and made me much more confident in setting out to BPM higher level functions rather than just workflows of specific processes / jobs.

This book is great for small business owners, department managers, and CRM / software developers. The latter because it's written as if the reader were an outside consultant. Developers can quickly wrap their minds around a clients needs by using a few basic exercises in this book.

Buy it.
covers what is needed 29 Nov 2013
By Bryan L deSilva - Published on Amazon.com
Format: Kindle Edition Verified Purchase
Good conversational style book about the details of developing your process designs. Worth the purchase and I recommend the book
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