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