Business Process Mapping Improving Customer Satisfaction

ISBN-10: 0470444584
ISBN-13: 9780470444580
Edition: 2nd 2009
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Description: Now fully revised and updateda powerful, customer-focused tool for business improvementNow in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that  More...

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Book details

Edition: 2nd
Copyright year: 2009
Publisher: John Wiley & Sons, Limited
Publication date: 7/10/2009
Binding: Hardcover
Pages: 336
Size: 6.25" wide x 9.25" long x 1.25" tall
Weight: 1.188
Language: English

Now fully revised and updateda powerful, customer-focused tool for business improvementNow in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that process to be more effective, and ensures that true value is being provided to customers. From management to internal auditor to external consultant, the new edition includes more detailed work and examples related to ERM practices, particularly focusing on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. As well, new tools are included toward enhancing and enriching the basic work done with process mapping.J. Mike Jacka, CPA, CIA, CFE, CPCU (Phoenix, AZ), is Senior Manager over Special Projects at Farmers Insurance Internal Audit. Paulette J. Keller (Phoenix, AZ) is the Audit Director of Audit Technology and Support at Farmers Insurance Internal Audit.

Keller is Auditing Supervisor for the Phoenix Auditing Department of Farmers Insurance.

Preface
Introduction
Pinocchio and the World of Business
What Is This Thing Called Process Mapping?
Who Cares about Processes, Anyway?
"Tell Me a Story": Analyzing the Process
Benefits
The Process of Process Mapping
Process Defined
Drilling Down the Movie
Business Processes as Movies
A Real Business Example
Recap
Key Analysis Points
Process Identification
What Do You See?
Finding the Story
Trigger Events
Naming the Major Processes
Process Timelines
Customer Experience Analysis
Recap
Key Analysis Points
Information Gathering
What You Need to Know and Where You Go to Learn It
Preliminary Information
Process Identification
Process Description Overview
Identifying the Process Owners
Meeting with the Process Owners
What to Discuss
Process Profile Worksheet
Meeting with the Unit Owners
Workflow Surveys
Data Gathering
Recap
Key Analysis Points
Interviewing and Map Generation
Creating the Storyboard (Finally)
Ground Rules
Sticky-Note Revolution
Basic Rules
Conducting the Interviews
Creating a Final Map
Example
Recap
Key Analysis Points
Map Generation: An Example
Try It-You'll Like It
Unit Level
Task Level
Action Level
Recap
Key Analysis Points
Analysis
Into the Editing Room
Triggers and False Triggers
Inputs and Outputs
Process Ownership
Business Objective
Business Risks
Key Controls
Measures of Success
Analyzing the Actual Maps
Cycle Times
Finalizing the Project
Recap and Key Analysis Points
Map Analysis: An Example
This is Only an Attempt
Process Profile Worksheet
Analyzing the Maps
The Bigger Picture
Recap and Key Analysis Points
Pitfalls and Traps
Challenges
Mapping for Mapping's Sake
Lost in the Details
Penmanship Counts
Round and Round, Up and Down
Failure to Finalize
Letting the Customer Define the Process
Leading the Witness
Verifying the Facts
Do Not Forget the Customers
Recap
Key Analysis Points
Customer Mapping
Identify Jobs the Customer Wants to Get Done
Customer Mapping versus Process Mapping
The Steps of Customer Mapping
The Customer Profile Worksheet
Customer Mapping Example
We TrainU Customer Mapping Example
Spaghetti Maps
Recap
Key Analysis Points
RACI Matrices
Process versus Authority
How Do I Know There's a Problem?
What Is a RACI Matrix?
Analyzing the RACI Matrix
Expense Payment Process Example
RACI Matrix to Process Map
Process Map to RACI Matrix
Recap
Key Analysis Points
Enterprise Risk Management and Process Mapping
Efficiency versus Effectiveness
Enterprise Risk Management: A Primer
And Now for Process Mapping
The Internal Environment
Objective Setting
Event Identification
Risk Assessment
Risk Response
Control Activities
Information and Communication
Monitoring
Recap
Where Do We Go from Here?
Additional Applications
Control Self-Assessment
Re-Engineering
Training
That's Not All, Folks!
Index

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