Business Process Mapping Workbook: Improving Customer Satisfaction / Edition 1

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A holistic approach to harnessing a company's processes to achieve true customer satisfaction

Every move that a corporation makes is a mixture of input, action, and output-in short, a process. To keep customers, employees, and shareholders happy, corporate management must juggle conflicting priorities. These competing priorities result in conflicting processes. To help achieve true customer satisfaction, manage-ment needs tools that allow for a holistic approach to analyzing these processes. This book provides that tool. It shows corporations how to analyze and enhance their critical processes in order to deliver the highest level of service to their internal and external customers. Providing a clear understanding of what process mapping can do for a company as well as practical applications for each step in process mapping, this useful guide outlines a proven method for assuring better processes and building a more customer-focused company.

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Product Details

  • ISBN-13: 9780470446287
  • Publisher: Wiley
  • Publication date: 7/7/2009
  • Edition description: Workbook
  • Edition number: 1
  • Pages: 264
  • Product dimensions: 7.00 (w) x 9.90 (h) x 0.90 (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 AuditInsurance, 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 analytics throughout the auditwork. 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


Chapter 1 Process Mapping: An Introduction.

Process Identification.

Information Gathering.

Interviewing and Map Generation.

Analyzing the Data.

Customer Mapping.

Spaghetti Maps and RACI Matrices.

JayKayCo Case Study.

Chapter 2 Drilling Down into the Process.

Process Defined.

Exercise 2.1 Identifying Inputs, Transformations, andOutputs.

Processes, Units, Tasks, and Actions.

Exercise 2.2 Identifying Units within a Process.

Identifying Inputs and Outputs to Units.

Exercise 2.3 Unit Inputs and Outputs.

Defining Task and Action Levels.

Exercise 2.4 Identifying Tasks, Actions, and the Related Inputsand Outputs.

Comprehensive Example.

Exercise 2.5 Drilling Down a Human Resources Example.


Chapter 3 Process Identification.

Finding the Story.

Exercise 3.1 Identifying the Process Trigger.

Exercise 3.2 Determining Which Actions Are Trigger Points.

Exercise 3.3 Identifying All Customer Trigger Points.

Identifying Company Processes.

Exercise 3.4 Naming the Processes.

Exercise 3.5 Naming All Potential Triggers.

Business Process Timeline Worksheets.

Exercise 3.6 Supporting Processes.

Exercise 3.7 Additional Supporting Processes.

Comprehensive Example.

Exercise 3.8 Defining the Hiring Process.


Chapter 4 Information Gathering.

Describe the Process.

Exercise 4.1 Improving Process Descriptions.

Exercise 4.2 Providing Process Descriptions.

Identify the Process and Unit Owners.

Exercise 4.3 Matching Owners to Processes.

Interviewing the Process and Unit Owners.

Exercise 4.4 Identifying Good Objectives.

Exercise 4.5 Writing Objectives.

Exercise 4.6 Identifying Risks.

Exercise 4.7 Determining Risks to Objectives.

Exercise 4.8 Identifying Key Controls.

Exercise 4.9 Identifying Measures of Success.

Process Profile Worksheet.

Comprehensive Example.

Exercise 4.10 Completing the Process Profile Worksheet.


Chapter 5 Interviewing and Map Generation.


Map Generation.

Exercise 5.1 Process Mapping Basics.

Exercise 5.2 Decision Trees.

Exercise 5.3 Verb/Noun Format.

Exercise 5.4 A Simple Process Map.

Exercise 5.5 Building Your First Complete Map.

Comprehensive Example.

Exercise 5.6 Putting It All Together.


Chapter 6 Building the Map.

A Comprehensive Example.

Exercise 6.1 Mapping the Hiring Process.


Chapter 7 Analysis of the Process Maps.

Review the Process Profile Worksheet.

Review the Process Map.

Exercise 7.1 Analyzing Approvals.

Exercise 7.2 Analyzing Process Map Loops.

Exercise 7.3 Analyzing Delays, Rework, and Handoffs.

Exercise 7.4 Analyzing the Forms.

Exercise 7.5 Analyzing Unfinished Activities.

Exercise 7.6 Analyzing the Hiring Process.


Chapter 8 Customer Mapping.

Steps of Customer Mapping.

Defining the Job.

Exercise 8.1 Defining the Job.

Identifying Key Tasks and Actions.

Exercise 8.2 Identifying Key Tasks.

Actions, Inputs, and Outputs.

Exercise 8.3 Actions, Inputs, and Outputs.

Measures of Success.

Exercise 8.4 Determining Measures of Success.

Ranking Measures and Determining Success.

Customer Profile Worksheet.

Exercise 8.5 Completing the Customer Profile Worksheet.

Creating the Customer Map.

Exercise 8.6 Building a Customer Map.

Exercise 8.7 A Comprehensive Customer Mapping Project.


Chapter 9 Spaghetti Maps and RACI Matrices.

Spaghetti Maps.

Identifying the Key Steps.

Exercise 9.1 Identifying the Key Steps.

Building the Actual Map.

Exercise 9.2 Building the As Is Spaghetti Map.

Analyzing the Spaghetti Map.

Exercise 9.3 Building the To Be Map.

Exercise 9.4 Spaghetti Mapping the Hiring Process.

RACI Matrices.

Exercise 9.5 Determining Responsibilities.

Building the RACI Matrix.

Exercise 9.6 Building a RACI Matrix.

Analyzing the RACI Matrix.

Exercise 9.7 Analyzing the RACI Matrix.



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