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…mehr
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. Learn business process mapping-step by step. If you want to build up your process-mapping skills, the best way is by doing the mapping. Business Process Mapping Workbook: Improving Customer Satisfaction 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. All 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. Allowing 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. Filled with essential tools for quick reference, Business Process Mapping Workbook: Improving Customer Satisfaction 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.
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.
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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
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
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