A holistic approach to harnessing a company's processes to achieve true customer satisfaction Every move that a corporation makes is a mixture of input, action, and output-in short, a process. To keep customers, employees, and shareholders happy, corporate management must juggle conflicting priorities. These competing priorities result in conflicting processes. To help achieve true customer satisfaction, manage-ment needs tools that allow for a holistic approach to analyzing these processes. This book provides that tool. It shows corporations how to analyze and enhance their critical processes in order to deliver the highest level of service to their internal and external customers. Providing a clear understanding of what process mapping can do for a company as well as practical applications for each step in process mapping, this useful guide outlines a proven method for assuring better processes and building a more customer-focused company.
Table of Contents:
Preface vii
Chapter 1 Process Mapping: An Introduction 1
Process Identification 2
Information Gathering 3
Interviewing and Map Generation 4
Analyzing the Data 5
Customer Mapping 6
Spaghetti Maps and RACI Matrices 7
JayKayCo Case Study 9
Chapter 2 Drilling Down into the Process 19
Process Defined 20
Exercise 2.1 Identifying Inputs, Transformations, and Outputs 21
Processes, Units, Tasks, and Actions 22
Exercise 2.2 Identifying Units within a Process 23
Identifying Inputs and Outputs to Units 24
Exercise 2.3 Unit Inputs and Outputs 24
Defining Task and Action Levels 25
Exercise 2.4 Identifying Tasks, Actions, and the Related Inputs and Outputs 25
Comprehensive Example 27
Exercise 2.5 Drilling Down a Human Resources Example 27
Solutions 32
Chapter 3 Process Identification 49
Finding the Story 51
Exercise 3.1 Identifying the Process Trigger 51
Exercise 3.2 Determining Which Actions Are Trigger Points 52
Exercise 3.3 Identifying All Customer Trigger Points 53
Identifying Company Processes 54
Exercise 3.4 Naming the Processes 54
Exercise 3.5 Naming All Potential Triggers 55
Business Process Timeline Worksheets 56
Exercise 3.6 Supporting Processes 56
Exercise 3.7 Additional Supporting Processes 58
Comprehensive Example 59
Exercise 3.8 Defining the Hiring Process 59
Solutions 63
Chapter 4 Information Gathering 75
Describe the Process 77
Exercise 4.1 Improving Process Descriptions 77
Exercise 4.2 Providing Process Descriptions 77
Identify the Process and Unit Owners 79
Exercise 4.3 Matching Owners to Processes 79
Interviewing the Process and Unit Owners 80
Exercise 4.4 Identifying Good Objectives 80
Exercise 4.5 Writing Objectives 81
Exercise 4.6 Identifying Risks 82
Exercise 4.7 Determining Risks to Objectives 82
Exercise 4.8 Identifying Key Controls 83
Exercise 4.9 Identifying Measures of Success 85
Process Profile Worksheet 86
Comprehensive Example 87
Exercise 4.10 Completing the Process Profile Worksheet 87
Solutions 90
Chapter 5 Interviewing and Map Generation 103
Interviewing 104
Map Generation 106
Exercise 5.1 Process Mapping Basics 108
Exercise 5.2 Decision Trees 111
Exercise 5.3 Verb/Noun Format 111
Exercise 5.4 A Simple Process Map 115
Exercise 5.5 Building Your First Complete Map 116
Comprehensive Example 117
Exercise 5.6 Putting It All Together 117
Solutions 122
Chapter 6 Building the Map 139
A Comprehensive Example 140
Exercise 6.1 Mapping the Hiring Process 140
Solutions 155
Chapter 7 Analysis of the Process Maps 167
Review the Process Profile Worksheet 168
Review the Process Map 169
Exercise 7.1 Analyzing Approvals 169
Exercise 7.2 Analyzing Process Map Loops 170
Exercise 7.3 Analyzing Delays, Rework, and Handoffs 171
Exercise 7.4 Analyzing the Forms 172
Exercise 7.5 Analyzing Unfinished Activities 173
Exercise 7.6 Analyzing the Hiring Process 174
Solutions 177
Chapter 8 Customer Mapping 187
Steps of Customer Mapping 189
Defining the Job 190
Exercise 8.1 Defining the Job 190
Identifying Key Tasks and Actions 191
Exercise 8.2 Identifying Key Tasks 191
Actions, Inputs, and Outputs 192
Exercise 8.3 Actions, Inputs, and Outputs 192
Measures of Success 194
Exercise 8.4 Determining Measures of Success 194
Ranking Measures and Determining Success 196
Customer Profile Worksheet 197
Exercise 8.5 Completing the Customer Profile Worksheet 197
Creating the Customer Map 199
Exercise 8.6 Building a Customer Map 201
Exercise 8.7 A Comprehensive Customer Mapping Project 201
Solutions 207
Chapter 9 Spaghetti Maps and RACI Matrices 223
Spaghetti Maps 224
Identifying the Key Steps 226
Exercise 9.1 Identifying the Key Steps 226
Building the Actual Map 227
Exercise 9.2 Building the As Is Spaghetti Map 228
Analyzing the Spaghetti Map 229
Exercise 9.3 Building the To Be Map 229
Exercise 9.4 Spaghetti Mapping the Hiring Process 230
RACI Matrices 234
Exercise 9.5 Determining Responsibilities 234
Building the RACI Matrix 237
Exercise 9.6 Building a RACI Matrix 237
Analyzing the RACI Matrix 239
Exercise 9.7 Analyzing the RACI Matrix 240
Solutions 242
Epilogue 255
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 AuditInsurance, 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 analytics throughout the audit work. She is a sought-after speaker and instructor in such areas as operational auditing, value-added approaches, and data analytics.
