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Business Process Mapping: Improving Customer Satisfaction, by J. Mike Jacka, Paulette J. Keller
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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
- Sales Rank: #825725 in Books
- Published on: 2009-07-07
- Original language: English
- Number of items: 1
- Dimensions: 9.30" h x 1.12" w x 6.30" l, 1.15 pounds
- Binding: Hardcover
- 322 pages
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
"A delight! The holistic approach transforms flowcharting into a powerful, customer- focused tool for business improvement. The running analog to a movie storyboard enlivens what could be a dry subject and, more important, it teaches the attitude and thought process of a skilled user. A must-read for the entire audit staff."
-- James Roth, AuditTrends
"The authors cleverly use movie making and other examples to which the reader can readily relate to bring to life the important business subject of Process Mapping. The reader has fun and can better understand the concepts, techniques, uses, and holistic qualities of Process Mapping. This book represents a breakthrough in the approach to a must-know business area. In its zestful presentation, Business Process Mapping: Improving Customer Satisfaction assures us that we're not in the Kansas-of-another-dull-business-book anymore!"
-- Michael R. Plumly, Director of Internal Audit, ABB Inc.
"Without a full and complete understanding of organizational processes, growth and transformation don't happen. Jacka and Keller demystify Process Mapping through a storyboarding system that is powerful and elegant. 'Seeing' the organizational story enables employees to grasp the whole picture, how all the parts are integrated, and what needs to be changed. Analogies to popular movies help to make the concept instantly accessible. Drawing on their unique experience and expertise in the area of business Process Mapping, the authors offer a strategy with the potential to revolutionize!"
-- Anne Graham, PhD
former Editor in Chief, Internal Audit magazine
and current Managing Director of Educational and
Member Services, AACSB International
"Jacka and Keller have found a way to bring to life two critical components of auditing -- communication and comprehension. The book enables the Process Mapping facilitator to provide a delivery mechanism that reaches the heart of a customer-focused consulting approach. Throughout the discussion on Process Mapping, the reader is able to visualize practical applications with ease. This approach addresses the ever-evading theme in corporate environments -- segmentation. Jacka and Keller demonstrate how effective Process Mapping can be in teaching entire units of an organization how their job function impacts the product or service being manufactured. Even the participants gain critical knowledge and come to better understand the true value of their job."
-- Mark Brinkley, Assistant Director of Internal Audit
American Century Investments
About the Author
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.
Most helpful customer reviews
0 of 0 people found the following review helpful.
This book provides all of the necessary tools to start ...
By Melanie Keyser
This book provides all of the necessary tools to start mapping processes from either a customer-centric or project-centric perspective. The applications used help build confidence in mapping projects and the information is more applicable to real-world scenarios than most other process improvement analysis textbooks. This was much more reader-friendly as well in my opinion than other textbooks for this field of study.
0 of 0 people found the following review helpful.
Four Stars
By Donyel G.
needed for school
7 of 8 people found the following review helpful.
Precise Methods for Gathering Process Data
By Amazon Customer
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.
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