{"product_id":"business-process-mapping-workbook-isbn-9780470446287","title":"Business Process Mapping Workbook","description":"\u003cb\u003eA holistic approach to harnessing a company's processes to achieve true customer satisfaction\u003c\/b\u003e  \u003cp\u003eEvery 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.\u003c\/p\u003eErst wenn Unternehmen ihre entscheidenden Geschäftsprozesse analysieren und verbessern, sind sie in der Lage, ihre internen und externen Kunden auf höchstem Serviceniveau zu bedienen. \"Business Process Mapping\" ist ein praktischer Leitfaden, der die Tools bereitstellt, mit deren Hilfe Geschäftsprozesse und Unternehmensziele miteinander in Einklang gebracht werden können. Er vermittelt anschaulich, wie Unternehmen mit Hilfe des Business Process Mapping die Kundenzufriedenheit steigern können. Business Process Mapping ist ein holistischer Ansatz zur Analyse entscheidender Beziehungen, Kontrollen, Wirkungen und Ergebnisse. Die Autoren erläutern ausführlich und verständlich, was diese Geschäftsprozess-Analyse für ein Unternehmen leistet und geben praktische Anwendungsbeispiele für jede Analysestufe. \"Business Process Mapping\" - der ultimative Wegweiser zu einem ausgeprägt kundenorientierten (und damit erfolgreicheren) Unternehmen. \u003cp\u003ePreface vii\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 Process Mapping: An Introduction 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eProcess Identification 2\u003c\/p\u003e \u003cp\u003eInformation Gathering 3\u003c\/p\u003e \u003cp\u003eInterviewing and Map Generation 4\u003c\/p\u003e \u003cp\u003eAnalyzing the Data 5\u003c\/p\u003e \u003cp\u003eCustomer Mapping 6\u003c\/p\u003e \u003cp\u003eSpaghetti Maps and RACI Matrices 7\u003c\/p\u003e \u003cp\u003eJayKayCo Case Study 9\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Drilling Down into the Process 19\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eProcess Defined 20\u003c\/p\u003e \u003cp\u003eExercise 2.1 Identifying Inputs, Transformations, and Outputs 21\u003c\/p\u003e \u003cp\u003eProcesses, Units, Tasks, and Actions 22\u003c\/p\u003e \u003cp\u003eExercise 2.2 Identifying Units within a Process 23\u003c\/p\u003e \u003cp\u003eIdentifying Inputs and Outputs to Units 24\u003c\/p\u003e \u003cp\u003eExercise 2.3 Unit Inputs and Outputs 24\u003c\/p\u003e \u003cp\u003eDefining Task and Action Levels 25\u003c\/p\u003e \u003cp\u003eExercise 2.4 Identifying Tasks, Actions, and the Related Inputs and Outputs 25\u003c\/p\u003e \u003cp\u003eComprehensive Example 27\u003c\/p\u003e \u003cp\u003eExercise 2.5 Drilling Down a Human Resources Example 27\u003c\/p\u003e \u003cp\u003eSolutions 32\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 Process Identification 49\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFinding the Story 51\u003c\/p\u003e \u003cp\u003eExercise 3.1 Identifying the Process Trigger 51\u003c\/p\u003e \u003cp\u003eExercise 3.2 Determining Which Actions Are Trigger Points 52\u003c\/p\u003e \u003cp\u003eExercise 3.3 Identifying All Customer Trigger Points 53\u003c\/p\u003e \u003cp\u003eIdentifying Company Processes 54\u003c\/p\u003e \u003cp\u003eExercise 3.4 Naming the Processes 54\u003c\/p\u003e \u003cp\u003eExercise 3.5 Naming All Potential Triggers 55\u003c\/p\u003e \u003cp\u003eBusiness Process Timeline Worksheets 56\u003c\/p\u003e \u003cp\u003eExercise 3.6 Supporting Processes 56\u003c\/p\u003e \u003cp\u003eExercise 3.7 Additional Supporting Processes 58\u003c\/p\u003e \u003cp\u003eComprehensive Example 59\u003c\/p\u003e \u003cp\u003eExercise 3.8 Defining the Hiring Process 59\u003c\/p\u003e \u003cp\u003eSolutions 63\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Information Gathering 75\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDescribe the Process 77\u003c\/p\u003e \u003cp\u003eExercise 4.1 Improving Process Descriptions 77\u003c\/p\u003e \u003cp\u003eExercise 4.2 Providing Process Descriptions 77\u003c\/p\u003e \u003cp\u003eIdentify the Process and Unit Owners 79\u003c\/p\u003e \u003cp\u003eExercise 4.3 Matching Owners to Processes 79\u003c\/p\u003e \u003cp\u003eInterviewing the Process and Unit Owners 80\u003c\/p\u003e \u003cp\u003eExercise 4.4 Identifying Good Objectives 80\u003c\/p\u003e \u003cp\u003eExercise 4.5 Writing Objectives 81\u003c\/p\u003e \u003cp\u003eExercise 4.6 Identifying Risks 82\u003c\/p\u003e \u003cp\u003eExercise 4.7 Determining Risks to Objectives 82\u003c\/p\u003e \u003cp\u003eExercise 4.8 Identifying Key Controls 83\u003c\/p\u003e \u003cp\u003eExercise 4.9 Identifying Measures of Success 85\u003c\/p\u003e \u003cp\u003eProcess Profile Worksheet 86\u003c\/p\u003e \u003cp\u003eComprehensive Example 87\u003c\/p\u003e \u003cp\u003eExercise 4.10 Completing the Process Profile Worksheet 87\u003c\/p\u003e \u003cp\u003eSolutions 90\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 Interviewing and Map Generation 103\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eInterviewing 104\u003c\/p\u003e \u003cp\u003eMap Generation 106\u003c\/p\u003e \u003cp\u003eExercise 5.1 Process Mapping Basics 108\u003c\/p\u003e \u003cp\u003eExercise 5.2 Decision Trees 111\u003c\/p\u003e \u003cp\u003eExercise 5.3 Verb\/Noun Format 111\u003c\/p\u003e \u003cp\u003eExercise 5.4 A Simple Process Map 115\u003c\/p\u003e \u003cp\u003eExercise 5.5 Building Your First Complete Map 116\u003c\/p\u003e \u003cp\u003eComprehensive Example 117\u003c\/p\u003e \u003cp\u003eExercise 5.6 Putting It All Together 117\u003c\/p\u003e \u003cp\u003eSolutions 122\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Building the Map 139\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eA Comprehensive Example 140\u003c\/p\u003e \u003cp\u003eExercise 6.1 Mapping the Hiring Process 140\u003c\/p\u003e \u003cp\u003eSolutions 155\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Analysis of the Process Maps 167\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eReview the Process Profile Worksheet 168\u003c\/p\u003e \u003cp\u003eReview the Process Map 169\u003c\/p\u003e \u003cp\u003eExercise 7.1 Analyzing Approvals 169\u003c\/p\u003e \u003cp\u003eExercise 7.2 Analyzing Process Map Loops 170\u003c\/p\u003e \u003cp\u003eExercise 7.3 Analyzing Delays, Rework, and Handoffs 171\u003c\/p\u003e \u003cp\u003eExercise 7.4 Analyzing the Forms 172\u003c\/p\u003e \u003cp\u003eExercise 7.5 Analyzing Unfinished Activities 173\u003c\/p\u003e \u003cp\u003eExercise 7.6 Analyzing the Hiring Process 174\u003c\/p\u003e \u003cp\u003eSolutions 177\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 Customer Mapping 187\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSteps of Customer Mapping 189\u003c\/p\u003e \u003cp\u003eDefining the Job 190\u003c\/p\u003e \u003cp\u003eExercise 8.1 Defining the Job 190\u003c\/p\u003e \u003cp\u003eIdentifying Key Tasks and Actions 191\u003c\/p\u003e \u003cp\u003eExercise 8.2 Identifying Key Tasks 191\u003c\/p\u003e \u003cp\u003eActions, Inputs, and Outputs 192\u003c\/p\u003e \u003cp\u003eExercise 8.3 Actions, Inputs, and Outputs 192\u003c\/p\u003e \u003cp\u003eMeasures of Success 194\u003c\/p\u003e \u003cp\u003eExercise 8.4 Determining Measures of Success 194\u003c\/p\u003e \u003cp\u003eRanking Measures and Determining Success 196\u003c\/p\u003e \u003cp\u003eCustomer Profile Worksheet 197\u003c\/p\u003e \u003cp\u003eExercise 8.5 Completing the Customer Profile Worksheet 197\u003c\/p\u003e \u003cp\u003eCreating the Customer Map 199\u003c\/p\u003e \u003cp\u003eExercise 8.6 Building a Customer Map 201\u003c\/p\u003e \u003cp\u003eExercise 8.7 A Comprehensive Customer Mapping Project 201\u003c\/p\u003e \u003cp\u003eSolutions 207\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 Spaghetti Maps and RACI Matrices 223\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSpaghetti Maps 224\u003c\/p\u003e \u003cp\u003eIdentifying the Key Steps 226\u003c\/p\u003e \u003cp\u003eExercise 9.1 Identifying the Key Steps 226\u003c\/p\u003e \u003cp\u003eBuilding the Actual Map 227\u003c\/p\u003e \u003cp\u003eExercise 9.2 Building the As Is Spaghetti Map 228\u003c\/p\u003e \u003cp\u003eAnalyzing the Spaghetti Map 229\u003c\/p\u003e \u003cp\u003eExercise 9.3 Building the To Be Map 229\u003c\/p\u003e \u003cp\u003eExercise 9.4 Spaghetti Mapping the Hiring Process 230\u003c\/p\u003e \u003cp\u003eRACI Matrices 234\u003c\/p\u003e \u003cp\u003eExercise 9.5 Determining Responsibilities 234\u003c\/p\u003e \u003cp\u003eBuilding the RACI Matrix 237\u003c\/p\u003e \u003cp\u003eExercise 9.6 Building a RACI Matrix 237\u003c\/p\u003e \u003cp\u003eAnalyzing the RACI Matrix 239\u003c\/p\u003e \u003cp\u003eExercise 9.7 Analyzing the RACI Matrix 240\u003c\/p\u003e \u003cp\u003eSolutions 242\u003c\/p\u003e \u003cp\u003eEpilogue 255\u003c\/p\u003e  \u003cb\u003eJ. Mike Jacka, CPA, CIA, CFE, CPCU\u003c\/b\u003e, 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.  \u003cp\u003e\u003cb\u003ePaulette J. Keller, CPA, CIA, MBA\u003c\/b\u003e, 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.\u003c\/p\u003e  \u003cb\u003eLearn business process mapping-step by step.\u003c\/b\u003e  \u003cp\u003eIf you want to build up your process-mapping skills, the best way is by doing the mapping. \u003ci\u003eBusiness Process Mapping Workbook: Improving Customer Satisfaction\u003c\/i\u003e clearly guides you throughall the various steps involved in successfully performing a business process map to get youmapping on your own. This hands-on workbook includes a completed case study that serves asthe basis for a number of exercises showing how the process mapping is actually performed.\u003c\/p\u003e \u003cp\u003eAll the details of process mapping are here, along with exercises to help you understandthe specific requirements within a process-mapping project. In addition, you'll have theopportunity to put everything together at the end of each chapter by working through acomprehensive example.\u003c\/p\u003e \u003cp\u003eAllowing you to successfully work-start to finish-on an entire process map, this practical guideis designed to accompany Jacka and Keller's Business Process Mapping, Second Edition andincludes all the new applications discussed in the Second Edition.\u003c\/p\u003e \u003cp\u003eFilled with essential tools for quick reference, \u003ci\u003eBusiness Process Mapping Workbook: Improving Customer Satisfaction\u003c\/i\u003e enables you to not only read the solutions, but to also confidently work through the exercises with practical applications to lead you to process mapping success.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47988872937701,"sku":"NP9780470446287","price":52.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780470446287.jpg?v=1761781864","url":"https:\/\/k12savings.com\/es\/products\/business-process-mapping-workbook-isbn-9780470446287","provider":"K12savings","version":"1.0","type":"link"}