Business Process Mapping: Improving Customer Satisfaction (Google eBook)

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John Wiley & Sons, May 18, 2009 - Business & Economics - 336 pages
1 Review
Praise For Business Process Mapping: Improving Customer Satisfaction, Second Edition

"A must-read for anyone performing business process mapping! This treasure shares step-by-stepapproaches 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 ofbusiness process mapping. From the outset, this book will engage you and draw you into the worldof 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, theauthors 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 thatenables 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 youwith 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 businessprocess 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 mappingin 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 bothauthors, 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

  

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LibraryThing Review

User Review  - figre - LibraryThing

Okay – I confess. I have no integrity. It is my book. I have to love it. Actually, most people I’ve talked to find it useful. It comes from work Paulette Keller and I did while trying to find better ... Read full review

Contents

Improving Customer Satisfaction Second Edition Introduction Pinocchio and the World of Business
1
Improving Customer Satisfaction Second Edition Chapter 1 What Is This Thing Called Process Mapping?
5
Improving Customer Satisfaction Second Edition Chapter 2 Process Identification
33
Improving Customer Satisfaction Second Edition Chapter 3 Information Gathering
53
Improving Customer Satisfaction Second Edition Chapter 4 Interviewing and Map Generation
87
Improving Customer Satisfaction Second Edition Chapter 5 Map Generation An Example
115
Improving Customer Satisfaction Second Edition Chapter 6 Analysis
147
Improving Customer Satisfaction Second Edition Chapter 7 Map Analysis An Example
175
Improving Customer Satisfaction Second Edition Chapter 8 Pitfalls and Traps
205
Improving Customer Satisfaction Second Edition Chapter 9 Customer Mapping
223
Improving Customer Satisfaction Second Edition Chapter 10 RACI Matrices
255
Improving Customer Satisfaction Second Edition Chapter 11 Enterprise Risk Management and Process Mapping
277
Improving Customer Satisfaction Second Edition Chapter 12 Where Do We Go from Here?
311
Improving Customer Satisfaction Second Edition Index
319
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About the author (2009)

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 analyticsthroughout 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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