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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-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
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
