Business process mapping workbook : improving customer satisfaction

Author

• Jacka, J. Mike.

Additional Author(s)

• Keller, Paulette J.

Publisher

Hoboken, New Jersey: John Wiley & Sons Ltd, 2015

Language

English

ISBN

9781119198406

Series

Subject(s)

• CONSUMER SATISFACTION
• CUSTOMER RELATIONS
• REENGINEERING (MANAGEMENT)

Notes

. .

Abstract

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

Physical Dimension

Number of Page(s)

1 online resource (vii, 255 p.)

Dimension

-

Other Desc.

ill.

Summary / Review / Table of Content

Preface vii
Chapter 1 Process Mapping: An Introduction 1
Process Identification 2
Information Gathering 3
Interviewing and Map Generation 4
Analyzing the Data 5
Customer Mapping 6
Spaghetti Maps and RACI Matrices 7
JayKayCo Case Study 9
Chapter 2 Drilling Down into the Process 19
Process Defined 20
Exercise 2.1 Identifying Inputs,
Transformations, and Outputs 21
Processes, Units, Tasks, and Actions 22
Exercise 2.2 Identifying Units within a Process 23
Identifying Inputs and Outputs to Units 24
Exercise 2.3 Unit Inputs and Outputs 24
Defining Task and Action Levels 25
Exercise 2.4 Identifying Tasks, Actions,
and the Related Inputs and Outputs 25
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Comprehensive Example 27
Exercise 2.5 Drilling Down a Human
Resources Example 27
Solutions 32
Chapter 3 Process Identification 49
Finding the Story 51
Exercise 3.1 Identifying the Process Trigger 51
Exercise 3.2 Determining Which Actions
Are Trigger Points 52
Exercise 3.3 Identifying All Customer Trigger Points 53
Identifying Company Processes 54
Exercise 3.4 Naming the Processes 54
Exercise 3.5 Naming All Potential Triggers 55
Business Process Timeline Worksheets 56
Exercise 3.6 Supporting Processes 56
Exercise 3.7 Additional Supporting Processes 58
Comprehensive Example 59
Exercise 3.8 Defining the Hiring Process
Comprehensive Example 87
Exercise 4.10 Completing the Process Profile
Worksheet 87
Solutions 90
Chapter 5 Interviewing and Map Generation 103
Interviewing 104
Map Generation 106
Exercise 5.1 Process Mapping Basics 108
Exercise 5.2 Decision Trees 111
Exercise 5.3 Verb/Noun Format 111
Exercise 5.4 A Simple Process Map 115
Exercise 5.5 Building Your First Complete Map 116
Comprehensive Example 117
Exercise 5.6 Putting It All Together 117
Solutions 122
Chapter 6 Building the Map 139
A Comprehensive Example 140
Exercise 6.1 Mapping the Hiring Process 140
Solutions 155
Chapter 7 Analysis of the Process Maps 167
Review the Process Profile Worksheet 168
Review the Process Map 169
Exercise 7.1 Analyzing Approvals 169
Exercise 7.2 Analyzing Process Map Loops 170
Exercise 7.3 Analyzing Delays, Rework,
and Handoffs 171
Exercise 7.4 Analyzing the Forms 172
Exercise 7.5 Analyzing Unfinished Activities 173
Exercise 7.6 Analyzing the Hiring Process 174
Solutions 177
Chapter 8 Customer Mapping 187
Steps of Customer Mapping 189
Defining the Job 190
Exercise 8.1 Defining the Job 190
Identifying Key Tasks and Actions 191
Contents v
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Exercise 8.2 Identifying Key Tasks 191
Actions, Inputs, and Outputs 192
Exercise 8.3 Actions, Inputs, and Outputs 192
Measures of Success 194
Exercise 8.4 Determining Measures of Success 194
Ranking Measures and Determining Success 196
Customer Profile Worksheet 197
Exercise 8.5 Completing the Customer Profile
Worksheet 197
Creating the Customer Map 199
Exercise 8.6 Building a Customer Map 201
Exercise 8.7 A Comprehensive Customer
Mapping Project 201
Solutions 207
Chapter 9 Spaghetti Maps and RACI Matrices 223
Spaghetti Maps 224
Identifying the Key Steps 226
Exercise 9.1 Identifying the Key Steps 226
Building the Actual Map 227
Exercise 9.2 Building the As Is Spaghetti Map 228
Analyzing the Spaghetti Map 229
Exercise 9.3 Building the To Be Map 229
Exercise 9.4 Spaghetti Mapping the Hiring Process 230
RACI Matrices 234
Exercise 9.5 Determining Responsibilities 234
Building the RACI Matrix 237
Exercise 9.6 Building a RACI Matrix 237
Analyzing the RACI Matrix 239
Exercise 9.7 Analyzing the RACI Matrix 240
Solutions 242
Epilogue 255

Exemplar(s)

#	Accession No.	Call Number	Location	Status
1.	00370/19	658.401 Jac B	Online !	Available