Business Process Mapping Workbook

Improving Customer Satisfaction
1. Auflage 2009
ISBN: 978-0-470-44628-7
Verlag: Wiley

Buch, Englisch, 272 Seiten, Format (B × H): 178 mm x 254 mm, Gewicht: 521 g

Erst wenn Unternehmen ihre entscheidenden Geschäftsprozesse analysieren und verbessern, sind sie in der Lage, ihre internen und externen Kunden auf höchstem Serviceniveau zu bedienen. "Business Process Mapping" ist ein praktischer Leitfaden, der die Tools bereitstellt, mit deren Hilfe Geschäftsprozesse und Unternehmensziele miteinander in Einklang gebracht werden können. Er vermittelt anschaulich, wie Unternehmen mit Hilfe des Business Process Mapping die Kundenzufriedenheit steigern können. Business Process Mapping ist ein holistischer Ansatz zur Analyse entscheidender Beziehungen, Kontrollen, Wirkungen und Ergebnisse. Die Autoren erläutern ausführlich und verständlich, was diese Geschäftsprozess-Analyse für ein Unternehmen leistet und geben praktische Anwendungsbeispiele für jede Analysestufe. "Business Process Mapping" - der ultimative Wegweiser zu einem ausgeprägt kundenorientierten (und damit erfolgreicheren) Unternehmen.

Autoren/Hrsg.

Jacka, J. Mike

Keller, Paulette J.

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

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

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 59

Solutions 63

Chapter 4 Information Gathering 75

Describe the Process 77

Exercise 4.1 Improving Process Descriptions 77

Exercise 4.2 Providing Process Descriptions 77

Identify the Process and Unit Owners 79

Exercise 4.3 Matching Owners to Processes 79

Interviewing the Process and Unit Owners 80

Exercise 4.4 Identifying Good Objectives 80

Exercise 4.5 Writing Objectives 81

Exercise 4.6 Identifying Risks 82

Exercise 4.7 Determining Risks to Objectives 82

Exercise 4.8 Identifying Key Controls 83

Exercise 4.9 Identifying Measures of Success 85

Process Profile Worksheet 86

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

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

Über Autor(innen)

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 AuditInsurance, 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.