Business Process Mapping: Improving Customer Satisfaction / Edition 2

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Whether you are looking for a way to createefficiencies, analyzethe work that is being done, or provide better customer service orinnovation, you are ultimately looking for a tool to betterunderstand processes. A full and complete introductiontoorganizational processes, growth, and businesstransformation,Business Process Mapping: Improving Customer Satisfaction,Second Edition is that tool.

Now providing more detailed work and examples related tocustomer mapping and enterpriserisk management (ERM), the SecondEditionfocuses particularly on how objectives, risks, andkeyperformance indicators are fundamental tounderstanding andanalyzing processes. Its case studies and a wide range of newtools, including RACI matrices, "spaghetti" maps, and the use ofcontrol flowcharts, enhance and enrich the basic work done to getyou successfully mapping using a more robust approach to processanalysis.

Starting with a concept that is the cornerstone ofmoviemaking-storyboarding-the Second Editionwalks you through thesteps used in processmapping, including:

  • Working with the client to ensure that everyone has a fullunderstanding of the processes involved
  • Learning the underlying concepts behind the process such asobjectives, risks, and key controls
  • Building the actual maps that are the cornerstone of thisapproach
  • Using various approaches to help determine how to make theprocess better

This practical book discusses the complete cycle of businessprocess mapping and links business objectives, risks, and measuresof success to the processes being mapped. In addition, theSecond Edition now includes questionnaires, processanalysisworksheets, hierarchy/owner maps, and specific techniquesto be used in developing effectiveprocess maps.

Ultimately, process mapping is a dynamic analytical techniquemeant to make your business run better. Drawing on their uniqueexperience and expertise in the area of business process mapping,authors Mike Jacka and Paulette Keller reveal their simple yetpowerful approach to process mapping as aneffective analysistool-whether you are workingwithin the department, within thecompany, orexternally. Its holistic approach transformsflowcharting into a powerful, customer-focused tool for businessimprovement.

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Product Details

  • ISBN-13: 9780470444580
  • Publisher: Wiley
  • Publication date: 7/7/2009
  • Edition number: 2
  • Pages: 336
  • Sales rank: 761,399
  • Product dimensions: 6.30 (w) x 9.10 (h) x 1.30 (d)

Meet the Author

J. Mike Jacka, CPA, CIA, CFE, CPCU, has over twenty-fiveyears' experience in internal audit. In his current role as SeniorAudit Manager over Special Projects at Farmers Audit Insurance, heidentifies and develops processes, programs, and procedures thathelp provide greater value to internal audit's customers. He haswritten numerous articles for professional publications and is apopular speaker on many subjects related to internal auditing.

Paulette J. Keller, CPA, CIA, MBA, has worked in theinsurance industry for over twenty-five years. Most of that timehas been in internal audit, but she has also worked with Claims,Quality Control, and Life Company Special Projects. Currently, sheis the Director of Audit Data Analytics with Farmers Insurancewhere she has responsibility for coordinating the retrieval andanalysis 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 asoperational auditing, value-added approaches, and dataanalytics.

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Table of Contents



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.


The Process of Process Mapping.

Process Defined.

Drilling Down the Movie.

Business Processes as Movies.

A Real Business Example.


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.


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.


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.



Key Analysis Points.

Chapter 5 Map Generation: An Example.

Try It—You’ll Like It.

Unit Level.

Task Level.

Action Level.


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.


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.


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.


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.


Key Analysis Points.

Chapter 11 Enterprise Risk Management and ProcessMapping.

Efficiency versus Effectiveness.

Enterprise Risk Management: A Primer.

And Now for Process Mapping.

The Internal Environment.

Objective Setting.

Event Identification.

Risk Assessment.

Risk Response.

Control Activities.

Information and Communication.



Chapter 12 Where Do We Go from Here?

Additional Applications.

Control Self-Assessment.



That’s Not All, Folks!


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