{"product_id":"business-process-mapping-isbn-9780470444580","title":"Business Process Mapping","description":"\u003cp\u003ePraise for \u003cb\u003eBusiness Process Mapping\u003c\/b\u003e IMPROVING Customer Satisfaction \u003cb\u003eSECOND EDITION\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"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!\" \u003cb\u003e—Timothy R. Holmes, CPA, former General Auditor, American Red Cross\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"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.\" \u003cb\u003e—Barbara J. Muller, CPA, CFE, Senior Lecturer, School of Accountancy, W. P. Carey School of Business, Arizona State University\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"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.\" \u003cb\u003e—Dean Bahrman, VP and Internal Audit Director (Retired), Global Financial Services Companies\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"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!\" \u003cb\u003e—Joan Pastor, PhD, Founding Partner, Licensed Industrial-Organizational Psychologist, JPA International, Inc., Beverly Hills, California\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003ePreface xi\u003c\/p\u003e \u003cp\u003eIntroduction 1 Pinocchio and the World of Business 1\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 What Is This Thing Called Process Mapping? 5\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWho Cares about Processes, Anyway? 5\u003c\/p\u003e \u003cp\u003e“Tell Me a Story”: Analyzing the Process 6\u003c\/p\u003e \u003cp\u003eBenefits 7\u003c\/p\u003e \u003cp\u003eThe Process of Process Mapping 12\u003c\/p\u003e \u003cp\u003eProcess Defined 16\u003c\/p\u003e \u003cp\u003eDrilling Down the Movie 17\u003c\/p\u003e \u003cp\u003eBusiness Processes as Movies 21\u003c\/p\u003e \u003cp\u003eA Real Business Example 25\u003c\/p\u003e \u003cp\u003eRecap 30\u003c\/p\u003e \u003cp\u003eKey Analysis Points 31\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Process Identification 33\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhat Do You See? 33\u003c\/p\u003e \u003cp\u003eFinding the Story 36\u003c\/p\u003e \u003cp\u003eTrigger Events 37\u003c\/p\u003e \u003cp\u003eNaming the Major Processes 41\u003c\/p\u003e \u003cp\u003eProcess Timelines 43\u003c\/p\u003e \u003cp\u003eCustomer Experience Analysis 46\u003c\/p\u003e \u003cp\u003eRecap 49\u003c\/p\u003e \u003cp\u003eKey Analysis Points 51\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 Information Gathering 53\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWhat You Need to Know and Where You Go to Learn It 53\u003c\/p\u003e \u003cp\u003ePreliminary Information 54\u003c\/p\u003e \u003cp\u003eProcess Identification 55\u003c\/p\u003e \u003cp\u003eProcess Description Overview 56\u003c\/p\u003e \u003cp\u003eIdentifying the Process Owners 57\u003c\/p\u003e \u003cp\u003eMeeting with the Process Owners 59\u003c\/p\u003e \u003cp\u003eWhat to Discuss 62\u003c\/p\u003e \u003cp\u003eProcess Profile Worksheet 71\u003c\/p\u003e \u003cp\u003eMeeting with the Unit Owners 77\u003c\/p\u003e \u003cp\u003eWorkflow Surveys 78\u003c\/p\u003e \u003cp\u003eData Gathering 80\u003c\/p\u003e \u003cp\u003eRecap 83\u003c\/p\u003e \u003cp\u003eKey Analysis Points 85\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Interviewing and Map Generation 87\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCreating the Storyboard (Finally) 87\u003c\/p\u003e \u003cp\u003eGround Rules 88\u003c\/p\u003e \u003cp\u003eSticky-Note Revolution 92\u003c\/p\u003e \u003cp\u003eBasic Rules 94\u003c\/p\u003e \u003cp\u003eConducting the Interviews 99\u003c\/p\u003e \u003cp\u003eCreating a Final Map 101\u003c\/p\u003e \u003cp\u003eExample 102\u003c\/p\u003e \u003cp\u003eRecap 111\u003c\/p\u003e \u003cp\u003eKey Analysis Points 112\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 Map Generation: An Example 115\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eTry It—You’ll Like It 115\u003c\/p\u003e \u003cp\u003eUnit Level 116\u003c\/p\u003e \u003cp\u003eTask Level 117\u003c\/p\u003e \u003cp\u003eAction Level 122\u003c\/p\u003e \u003cp\u003eRecap 144\u003c\/p\u003e \u003cp\u003eKey Analysis Points 144\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Analysis 147\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eInto the Editing Room 147\u003c\/p\u003e \u003cp\u003eTriggers and False Triggers 148\u003c\/p\u003e \u003cp\u003eInputs and Outputs 150\u003c\/p\u003e \u003cp\u003eProcess Ownership 153\u003c\/p\u003e \u003cp\u003eBusiness Objective 155\u003c\/p\u003e \u003cp\u003eBusiness Risks 155\u003c\/p\u003e \u003cp\u003eKey Controls 157\u003c\/p\u003e \u003cp\u003eMeasures of Success 158\u003c\/p\u003e \u003cp\u003eAnalyzing the Actual Maps 159\u003c\/p\u003e \u003cp\u003eCycle Times 169\u003c\/p\u003e \u003cp\u003eFinalizing the Project 170\u003c\/p\u003e \u003cp\u003eRecap and Key Analysis Points 172\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Map Analysis: An Example 175\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThis Is Only an Attempt 175\u003c\/p\u003e \u003cp\u003eProcess Profile Worksheet 175\u003c\/p\u003e \u003cp\u003eAnalyzing the Maps 185\u003c\/p\u003e \u003cp\u003eThe Bigger Picture 203\u003c\/p\u003e \u003cp\u003eRecap and Key Analysis Points 204\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 Pitfalls and Traps 205\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChallenges 205\u003c\/p\u003e \u003cp\u003eMapping for Mapping’s Sake 205\u003c\/p\u003e \u003cp\u003eLost in the Details 207\u003c\/p\u003e \u003cp\u003ePenmanship Counts 209\u003c\/p\u003e \u003cp\u003eRound and Round, Up and Down 210\u003c\/p\u003e \u003cp\u003eFailure to Finalize 211\u003c\/p\u003e \u003cp\u003eLetting the Customer Define the\u003c\/p\u003e \u003cp\u003eProcess 213\u003c\/p\u003e \u003cp\u003eLeading the Witness 214\u003c\/p\u003e \u003cp\u003eVerifying the Facts 216\u003c\/p\u003e \u003cp\u003eDo Not Forget the Customers 217\u003c\/p\u003e \u003cp\u003eRecap 218\u003c\/p\u003e \u003cp\u003eKey Analysis Points 220\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 Customer Mapping 223\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIdentify Jobs the Customer Wants to Get Done 223\u003c\/p\u003e \u003cp\u003eCustomer Mapping versus Process Mapping 225\u003c\/p\u003e \u003cp\u003eThe Steps of Customer Mapping 225\u003c\/p\u003e \u003cp\u003eThe Customer Profile Worksheet 231\u003c\/p\u003e \u003cp\u003eCustomer Mapping Example 233\u003c\/p\u003e \u003cp\u003eWeTrainU Customer Mapping Example 240\u003c\/p\u003e \u003cp\u003eSpaghetti Maps 247\u003c\/p\u003e \u003cp\u003eRecap 251\u003c\/p\u003e \u003cp\u003eKey Analysis Points 252\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10 RACI Matrices 255\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eProcess versus Authority 255\u003c\/p\u003e \u003cp\u003eHow Do I Know There’s a Problem? 256\u003c\/p\u003e \u003cp\u003eWhat Is a RACI Matrix? 257\u003c\/p\u003e \u003cp\u003eAnalyzing the RACI Matrix 259\u003c\/p\u003e \u003cp\u003eExpense Payment Process Example 261\u003c\/p\u003e \u003cp\u003eRACI Matrix to Process Map 265\u003c\/p\u003e \u003cp\u003eProcess Map to RACI Matrix 270\u003c\/p\u003e \u003cp\u003eRecap 273\u003c\/p\u003e \u003cp\u003eKey Analysis Points 274\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11 Enterprise Risk Management and Process\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eMapping 277\u003c\/p\u003e \u003cp\u003eEfficiency versus Effectiveness 277\u003c\/p\u003e \u003cp\u003eEnterprise Risk Management: A Primer 278\u003c\/p\u003e \u003cp\u003eAnd Now for Process Mapping 281\u003c\/p\u003e \u003cp\u003eThe Internal Environment 287\u003c\/p\u003e \u003cp\u003eObjective Setting 291\u003c\/p\u003e \u003cp\u003eEvent Identification 295\u003c\/p\u003e \u003cp\u003eRisk Assessment 299\u003c\/p\u003e \u003cp\u003eRisk Response 302\u003c\/p\u003e \u003cp\u003eControl Activities 304\u003c\/p\u003e \u003cp\u003eInformation and Communication 306\u003c\/p\u003e \u003cp\u003eMonitoring 307\u003c\/p\u003e \u003cp\u003eRecap 309\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 12 Where Do We Go from Here? 311\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAdditional Applications 311\u003c\/p\u003e \u003cp\u003eControl Self-Assessment 312\u003c\/p\u003e \u003cp\u003eRe-Engineering 313\u003c\/p\u003e \u003cp\u003eTraining 314\u003c\/p\u003e \u003cp\u003eThat’s Not All, Folks! 316\u003c\/p\u003e \u003cp\u003eIndex 319\u003c\/p\u003e  \u003cp\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 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. \u003c\/p\u003e\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\u003cp\u003eBusiness Process \u003cb\u003eMapping\u003c\/b\u003e IMPROVING Customer Satisfaction \u003cb\u003eSECOND EDITION\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003eWhether you are looking for a way to create efficiencies, 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 to organizational processes, growth, and business transformation, Business Process Mapping: Improving Customer Satisfaction, Second Edition is that tool. \u003c\/p\u003e\u003cp\u003eNow providing more detailed work and examples related to customer mapping and enterprise risk management (ERM), the Second Edition focuses particularly on how objectives, risks, and key performance indicators are fundamental to understanding 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. \u003c\/p\u003e\u003cp\u003eStarting with a concept that is the cornerstone of moviemaking—storyboarding—the Second Edition walks you through the steps used in process mapping, including: \u003c\/p\u003e\u003cul\u003e \u003cli\u003eWorking with the client to ensure that everyone has a full understanding of the processes involved\u003c\/li\u003e \u003cli\u003eLearning the underlying concepts behind the process such as objectives, risks, and key controls\u003c\/li\u003e \u003cli\u003eBuilding the actual maps that are the cornerstone of this approach\u003c\/li\u003e \u003cli\u003eUsing various approaches to help determine how to make the process better\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eThis 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 analysis worksheets, hierarchy\/owner maps, and specific techniques to be used in developing effective process maps. \u003c\/p\u003e\u003cp\u003eUltimately, 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 an effective analysis tool—whether you are working within the department, within the company, or externally. Its holistic approach transforms flowcharting into a powerful, customer-focused tool for business improvement.   \u003c\/p\u003e\u003cp\u003ePraise for \u003cb\u003eBusiness Process Mapping\u003c\/b\u003e IMPROVING Customer Satisfaction \u003cb\u003eSECOND EDITION\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"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!\" \u003cb\u003e—Timothy R. Holmes, CPA, former General Auditor, American Red Cross\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"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.\" \u003cb\u003e—Barbara J. Muller, CPA, CFE, Senior Lecturer, School of Accountancy, W. P. Carey School of Business, Arizona State University\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"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.\" \u003cb\u003e—Dean Bahrman, VP and Internal Audit Director (Retired), Global Financial Services Companies\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"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!\" \u003cb\u003e—Joan Pastor, PhD, Founding Partner, Licensed Industrial-Organizational Psychologist, JPA International, Inc., Beverly Hills, California\u003c\/b\u003e\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47988873003237,"sku":"NP9780470444580","price":73.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780470444580.jpg?v=1761781864","url":"https:\/\/k12savings.com\/products\/business-process-mapping-isbn-9780470444580","provider":"K12savings","version":"1.0","type":"link"}