BUSINESS PROCESS MAPPING - IMPROVING CUSTOMER SATISFACTION

Informationen zum 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. Klappentext Now fully revised and updated-a powerful, customer-focused tool for business improvementNow 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. Zusammenfassung 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. Inhaltsverzeichnis Preface xi Introduction 1 Pinocchio and the World of Business 1 Chapter 1 What Is This Thing Called Process Mapping? 5 Who Cares about Processes, Anyway? 5 "Tell Me a Story": Analyzing the Process 6 Benefits 7 The Process of Process Mapping 12 Process Defined 16 Drilling Down the Movie 17 Business Processes as Movies 21 A Real Business Example 25 Recap 30 Key Analysis Points 31 Chapter 2 Process Identification 33 What Do You See? 33 Finding the Story 36 Trigger Events 37 Naming the Major Processes 41 Process Timelines 43 Customer Experience Analysis 46 Recap 49 Key Analysis Points 51 Chapter 3 Information Gathering 53 What You Need to Know and Where You Go to Learn It 53 Preliminary Information 54 Process Identification 55 Process Description Overview 56 Identifying the Process Owners 57 Meeting with the Process Owners 59 What to Discuss 62 Process Profile Worksheet 71 Meeting with the Unit Owners 77 Workflow Surveys 78 Data Gathering 80 Recap 83 Key Analysis Points 85 Chapter 4 Interviewing and Map Generation 87 Creating the Storyboard (Finally) 87 Ground Rules 88 Sticky-Note Revolution 92 Basic Rules 94 Conducting the Interviews 99 <...

List of contents

Preface.
 
Introduction.
 
Pinocchio and the World of Business.
 
Chapter 1 What Is This Thing Called Process Mapping?
 
Who Cares about Processes, Anyway?
 
"Tell Me a Story": Analyzing the Process.
 
Benefits.
 
The Process of Process Mapping.
 
Process Defined.
 
Drilling Down the Movie.
 
Business Processes as Movies.
 
A Real Business Example.
 
Recap.
 
Key Analysis Points.
 
Chapter 2 Process Identification.
 
What Do You See?
 
Finding the Story.
 
Trigger Events.
 
Naming the Major Processes.
 
Process Timelines.
 
Customer Experience Analysis.
 
Recap.
 
Key Analysis Points.
 
Chapter 3 Information Gathering.
 
What You Need to Know and Where You Go to Learn It.
 
Preliminary Information.
 
Process Identification.
 
Process Description Overview.
 
Identifying the Process Owners.
 
Meeting with the Process Owners.
 
What to Discuss.
 
Process Profile Worksheet.
 
Meeting with the Unit Owners.
 
Workflow Surveys.
 
Data Gathering.
 
Recap.
 
Key Analysis Points.
 
Chapter 4 Interviewing and Map Generation.
 
Creating the Storyboard (Finally).
 
Ground Rules.
 
Sticky-Note Revolution.
 
Basic Rules.
 
Conducting the Interviews.
 
Creating a Final Map.
 
Example.
 
Recap.
 
Key Analysis Points.
 
Chapter 5 Map Generation: An Example.
 
Try It--You'll Like It.
 
Unit Level.
 
Task Level.
 
Action Level.
 
Recap.
 
Key Analysis Points.
 
Chapter 6 Analysis.
 
Into the Editing Room.
 
Triggers and False Triggers.
 
Inputs and Outputs.
 
Process Ownership.
 
Business Objective.
 
Business Risks.
 
Key Controls.
 
Measures of Success.
 
Analyzing the Actual Maps.
 
Cycle Times.
 
Finalizing the Project.
 
Recap and Key Analysis Points.
 
Chapter 7 Map Analysis: An Example.
 
This Is Only an Attempt.
 
Process Profile Worksheet.
 
Analyzing the Maps.
 
The Bigger Picture.
 
Recap and Key Analysis Points.
 
Chapter 8 Pitfalls and Traps.
 
Challenges.
 
Mapping for Mapping's Sake.
 
Lost in the Details.
 
Penmanship Counts.
 
Round and Round, Up and Down.
 
Failure to Finalize.
 
Letting the Customer Define the Process.
 
Leading the Witness.
 
Verifying the Facts.
 
Do Not Forget the Customers.
 
Recap.
 
Key Analysis Points.
 
Chapter 9 Customer Mapping.
 
Identify Jobs the Customer Wants to Get Done.
 
Customer Mapping versus Process Mapping.
 
The Steps of Customer Mapping.
 
The Customer Profile Worksheet.
 
Customer Mapping Example.
 
WeTrainU Customer Mapping Example.
 
Spaghetti Maps.
 
Recap.
 
Key Analysis Points.
 
Chapter 10 RACI Matrices.
 
Process versus Authority.
 
How Do I Know There's a Problem?
 
What Is a RACI Matrix?
 
Analyzing the RACI Matrix.
 
Expense Payment Process Example.
 
RACI Matrix to Process Map.
 
Process Map to RACI Matrix.
 
Recap.
 
Key Analysis Points.
 
Chapter 11 Enterprise Risk Management and Process Mapping.
 
Efficiency versus Effe

Product details

• Authors: Jacka, J Mik Jacka, J Mike Jacka, J. Mike Jacka, J. Mike Keller Jacka, J.mike Keller Jacka, JACKA J MIKE KELLER PAULETTE J, Jacka J. Mike, Keller, Paulette J Keller, Paulette J. Keller, Keller Paulette J.
• Publisher: Wiley, John and Sons Ltd
• Languages: English
• Product format: Hardback
• Released: 10.07.2009
• EAN: 9780470444580
• ISBN: 978-0-470-44458-0
• No. of pages: 322
• Subjects: Social sciences, law, business > Business > Business administration; Rechnungswesen, Revision, Accounting, Auditing, Revision (Wirtsch.)