Business Process Mapping: Improving Customer Satisfaction

Praise for Business Process Mapping IMPROVING Customer Satisfaction SECOND EDITION "A must-read for anyone performing business process mapping! This treasure shares step-by-step approaches 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 of business process mapping. From the outset, this book will engage you and draw you into the world of 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, the authors 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 that enables 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 you with 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 business process 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 mapping in 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 both authors, 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

Table of Contents:
Preface xi Introduction 1 Pinocchio and the World of Business 1 Chapter 1 What Is This Thing Called Process Mapping? 5 Who Cares about Processes, Anyway? 5 “Tell Me a Story”: Analyzing the Process 6 Benefits 7 The Process of Process Mapping 12 Process Defined 16 Drilling Down the Movie 17 Business Processes as Movies 21 A Real Business Example 25 Recap 30 Key Analysis Points 31 Chapter 2 Process Identification 33 What Do You See? 33 Finding the Story 36 Trigger Events 37 Naming the Major Processes 41 Process Timelines 43 Customer Experience Analysis 46 Recap 49 Key Analysis Points 51 Chapter 3 Information Gathering 53 What You Need to Know and Where You Go to Learn It 53 Preliminary Information 54 Process Identification 55 Process Description Overview 56 Identifying the Process Owners 57 Meeting with the Process Owners 59 What to Discuss 62 Process Profile Worksheet 71 Meeting with the Unit Owners 77 Workflow Surveys 78 Data Gathering 80 Recap 83 Key Analysis Points 85 Chapter 4 Interviewing and Map Generation 87 Creating the Storyboard (Finally) 87 Ground Rules 88 Sticky-Note Revolution 92 Basic Rules 94 Conducting the Interviews 99 Creating a Final Map 101 Example 102 Recap 111 Key Analysis Points 112 Chapter 5 Map Generation: An Example 115 Try It—You’ll Like It 115 Unit Level 116 Task Level 117 Action Level 122 Recap 144 Key Analysis Points 144 Chapter 6 Analysis 147 Into the Editing Room 147 Triggers and False Triggers 148 Inputs and Outputs 150 Process Ownership 153 Business Objective 155 Business Risks 155 Key Controls 157 Measures of Success 158 Analyzing the Actual Maps 159 Cycle Times 169 Finalizing the Project 170 Recap and Key Analysis Points 172 Chapter 7 Map Analysis: An Example 175 This Is Only an Attempt 175 Process Profile Worksheet 175 Analyzing the Maps 185 The Bigger Picture 203 Recap and Key Analysis Points 204 Chapter 8 Pitfalls and Traps 205 Challenges 205 Mapping for Mapping’s Sake 205 Lost in the Details 207 Penmanship Counts 209 Round and Round, Up and Down 210 Failure to Finalize 211 Letting the Customer Define the Process 213 Leading the Witness 214 Verifying the Facts 216 Do Not Forget the Customers 217 Recap 218 Key Analysis Points 220 Chapter 9 Customer Mapping 223 Identify Jobs the Customer Wants to Get Done 223 Customer Mapping versus Process Mapping 225 The Steps of Customer Mapping 225 The Customer Profile Worksheet 231 Customer Mapping Example 233 WeTrainU Customer Mapping Example 240 Spaghetti Maps 247 Recap 251 Key Analysis Points 252 Chapter 10 RACI Matrices 255 Process versus Authority 255 How Do I Know There’s a Problem? 256 What Is a RACI Matrix? 257 Analyzing the RACI Matrix 259 Expense Payment Process Example 261 RACI Matrix to Process Map 265 Process Map to RACI Matrix 270 Recap 273 Key Analysis Points 274 Chapter 11 Enterprise Risk Management and Process Mapping 277 Efficiency versus Effectiveness 277 Enterprise Risk Management: A Primer 278 And Now for Process Mapping 281 The Internal Environment 287 Objective Setting 291 Event Identification 295 Risk Assessment 299 Risk Response 302 Control Activities 304 Information and Communication 306 Monitoring 307 Recap 309 Chapter 12 Where Do We Go from Here? 311 Additional Applications 311 Control Self-Assessment 312 Re-Engineering 313 Training 314 That’s Not All, Folks! 316 Index 319