Business Process Mapping: Improving Customer Satisfaction
- 4h 12m
- J. Mike Jacka, Paulette J. Keller
- John Wiley & Sons (US)
- 2002
Business Process Mapping is a powerful tool that offers a solid understanding of any given process, finds effective ways for that process to be more successful, and ensures that true value is being provided to customers. It allows all the individuals involved in a process to gain a better understanding of that process with a simple, yet powerful approach that anyone can utilize—from management to internal auditor to external consultant. Process Mapping is a holistic approach that includes the added benefit of increased employee ownership of ideas and, therefore, increased company morale.
Business Process Mapping represents a full, practical discussion of this new tool. It provides the reader a fuller understand of what processes are, then provides practical applications for each step in Process Mapping. It discusses the complete cycle of business Process Mapping and links business objectives, risks, and measures of success to the processes being mapped. Also included are numerous case studies and a wide range of tools for better implementing Process Mapping.
About the Authors
J. Mike Jacka, CIA, CPA, is an Auditing Manager at Farmers Insurance in Phoenix, Arizona. He is a member of the Communications Advisory Committee for the Institute of Internal Auditors.
Paulette J. Keller, CPA, MBA, is an Audit Consultant at Farmers Insurance in Phoenix, Arizona. She is also a Fellow of the Life Management Institute.
In this Book
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Defining and Redefining Process
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What is this Thing Called Process Mapping?
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Process Identification
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Information Gathering
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Interviewing and Map Generation
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Map Generation: An Example
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Analysis
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Map Analysis: An Example
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Pitfalls and Traps
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Where do We Go From Here?
