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Business Process Mapping: Improving Customer Satisfaction, 2nd Edition


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

J. Mike Jacka, CPA, CIA, CFE, CPCU, has over twenty-five years' experience in internal audit. In his current role as Senior Audit Manager over Special Projects at Farmers Audit Insurance, he identifies and develops processes, programs, and procedures that help provide greater value to internal audit's customers. He has written numerous articles for professional publications and is a popular speaker on many subjects related to internal auditing.

Paulette J. Keller, CPA, CIA, MBA, has worked in the insurance industry for over twenty-five years. Most of that time has been in internal audit, but she has also worked with Claims, Quality Control, and Life Company Special Projects. Currently, she is the Director of Audit Data Analytics with Farmers Insurance where she has responsibility for coordinating the retrieval and analysis of company data to be used in all audit analysis, including the embedding of data analyticsthroughout the audit work. She is a sought-after speaker and instructor in such areas as operational auditing, value-added approaches, and data analytics.



Pinocchio and the World of Business.

Chapter 1 What Is This Thing Called Process Mapping?

Who Cares about Processes, Anyway?

“Tell Me a Story”: Analyzing the Process.


The Process of Process Mapping.

Process Defined.

Drilling Down the Movie.

Business Processes as Movies.

A Real Business Example.


Key Analysis Points.

Chapter 2 Process Identification.

What Do You See?

Finding the Story.

Trigger Events.

Naming the Major Processes.

Process Timelines.

Customer Experience Analysis.


Key Analysis Points.

Chapter 3 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.


Key Analysis Points.

Chapter 4 Interviewing and Map Generation.

Creating the Storyboard (Finally).

Ground Rules.

Sticky-Note Revolution.

Basic Rules.

Conducting the Interviews.

Creating a Final Map.



Key Analysis Points.

Chapter 5 Map Generation: An Example.

Try It—You’ll Like It.

Unit Level.

Task Level.

Action Level.


Key Analysis Points.

Chapter 6 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.

Chapter 7 Map Analysis: An Example.

This Is Only an Attempt.

Process Profile Worksheet.

Analyzing the Maps.

The Bigger Picture.

Recap and Key Analysis Points.

Chapter 8 Pitfalls and Traps.


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.


Key Analysis Points.

Chapter 9 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.

WeTrainU Customer Mapping Example.

Spaghetti Maps.


Key Analysis Points.

Chapter 10 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.


Key Analysis Points.

Chapter 11 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.



Chapter 12 Where Do We Go from Here?

Additional Applications.

Control Self-Assessment.



That’s Not All, Folks!