Business Process Mapping: Improving Customer Satisfaction (Google eBook)
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!"
"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."
"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."
"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!"
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LibraryThing ReviewUser Review - 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 ways to analyze processes toward finding efficiencies, etc. What I think works is the mixture of real world stories with some practical examples the reader can work through. Blah-blah-blah. Not that anyone asked, but here’s how it started. Paulette and I had done some work and put out an article on the subject in Internal Auditor magazine. Shortly thereafter, we got a number of requests for additional material on the subject. We quickly found there was none and got the idea for a book. Having absolutely no idea what we were doing, we happened to meet a publisher with Wiley and Sons at a trade fair who gave us his card. With nothing more than the article, an outline, and a few e-mails of people wanting more, we submitted a proposal. They accepted and followed with a contract. Being smarter than we look, we got an attorney. In discussions with the attorney we learned just how amazing our approach was – no one gets a book deal that way. At any rate, the attorney looked at the contract and explained, “There are three types of contracts from publishers: ‘A’ contracts for the well-established authors, ‘B’ contracts for those with some experience, and ‘C’ contracts for newer authors. What you seem to have…” and she held for a beat, just to increase the dramatic tension, “…is a ‘D’ contract.” However, she took over and got us a good deal. What was interesting about the delays this caused is that we really had to write the book in about 3 months. (“Why weren’t you working anyway?” you might ask. Procrastination and the use of deadlines is an interesting problem for many of us.) So the book is out and apparently continues to do well. Damning with faint praise, after the book had been out a year the publisher told us it was doing very well for an internal audit book. Which also speaks to a problem they seem to be having – it is a business book, a way for everyone to analyze their processes, not just an internal audit book. One other quick note. We just got a copy of the book translated into Chinese. That has to be about the coolest thing I’ve ever seen.
Review: Business Process Mapping: Improving Customer SatisfactionUser Review - Stephen - Goodreads
READ NOV 2010 Good overview of a customer-centric approach to business process mapping. Best quotes, "Our customers define our business by the experience they have when they touch the organization" (p ... Read full review
Auditing Leadership: The Professional and Leadership Skills You Need
Brian D. Kush
Limited preview - 2009
Improving Customer Satisfaction Second Edition Chapter 1 What Is This Thing Called Process Mapping?
Improving Customer Satisfaction Second Edition Chapter 2 Process Identification
Improving Customer Satisfaction Second Edition Chapter 3 Information Gathering
Improving Customer Satisfaction Second Edition Chapter 4 Interviewing and Map Generation
Improving Customer Satisfaction Second Edition Chapter 5 Map Generation An Example
Improving Customer Satisfaction Second Edition Chapter 6 Analysis
Improving Customer Satisfaction Second Edition Chapter 7 Map Analysis An Example
Improving Customer Satisfaction Second Edition Chapter 8 Pitfalls and Traps
Improving Customer Satisfaction Second Edition Chapter 9 Customer Mapping
Improving Customer Satisfaction Second Edition Chapter 10 RACI Matrices
Improving Customer Satisfaction Second Edition Chapter 11 Enterprise Risk Management and Process Mapping
Improving Customer Satisfaction Second Edition Chapter 12 Where Do We Go from Here?