Business Process Mapping: Improving Customer Satisfaction

By Paulette J. Keller and J. Mike Jacka

Book Overview

Praise for Business Process Mapping IMPROVING Customer Satisfaction SECOND EDITION

"A must-read for anyone performing business process mapping This treasure shares step-by-step approaches 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 of business process mapping. From the outset, this book will engage you and draw you into the world of 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, the authors 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 that enables 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 you with 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 business process 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 mapping in 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 both authors, 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

• Format: Hardcover
• Language: English
• ISBN: 0470444584
• ISBN13: 9780470444580
• Release Date: July 2009
• Publisher: Wiley
• Length: 336 Pages
• Weight: 1.27 lbs.
• Dimensions: 1.2" x 6.4" x 9.0"

Customer Reviews

Customers Perspective

I've been a BPM novice for my small company for many years. This book quickly normalized my approach and made me much more confident in setting out to BPM higher level functions rather than just workflows of specific processes / jobs. This book is great for small business owners, department managers, and CRM / software developers. The latter because it's written as if the reader were an outside consultant. Developers can quickly wrap their minds around a clients needs by using a few basic exercises in this book. Buy it.

Precise Methods for Gathering Process Data

I'm an educator in a midwest insurance company so I related easily to the author's examples which are based on Farmer's Insurance. It is easy to recognize the author's auditing background because their methods are precise and complete. I will use their written experience to conduct classes of my own. I have two observations from the book: 1. Entity types are identified as Process, Unit, Task, and Action. These correspond to Process, Subprocess, Activity, and Step which are somewhat better known; 2. The examples and case study of insurance applications will appeal to those in an identical or similar industry.

Provides step by step guidance

I have been looking for an effective analytical tool that would help me make get a good understanding of my company's business processes. This book hit the mark by providing me with step by step guidance. Especially helpful was the expense payment process example as well as the hints it provides on what to avoid while performing a process mapping. Overall it was worth the money.