J. Mike Jacka, Paulette J. Keller

Gebundenes Buch

Business Process Mapping

Improving Customer Satisfaction

Beschreibung

Now fully revised and updated-a powerful, customer-focused tool for business improvement

Now in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that process to be more effective, and ensures that true value is being provided to customers. From management to internal auditor to external consultant, the new edition includes more detailed work and examples related to ERM practices, particularly focusing on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. As well, new tools are included toward enhancing and enriching the basic work done with process mapping.

J. Mike Jacka, CPA, CIA, CFE, CPCU (Phoenix, AZ), is Senior Manager over Special Projects at Farmers Insurance Internal Audit. Paulette J. Keller (Phoenix, AZ) is the Audit Director of Audit Technology and Support at Farmers Insurance Internal Audit.

Autor

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 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. 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.

Produktdetails

• Verlag: Wiley & Sons
• Artikelnr. des Verlages: 14544458000
• 2. Aufl.
• Seitenzahl: 336
• Erscheinungstermin: 1. Juli 2009
• Englisch
• Abmessung: 235mm x 157mm x 23mm
• Gewicht: 548g
• ISBN-13: 9780470444580
• ISBN-10: 0470444584
• Artikelnr.: 26010563