Business Process Mapping: Improving Customer Satisfaction Hardcover - 2009 - 2nd Edition
by J. Mike Jacka; Paulette J. Keller
From the rear cover
Business Process Mapping IMPROVING Customer Satisfaction SECOND EDITION
Whether you are looking for a way to create efficiencies, analyze the work that is being done, or provide better customer service or innovation, you are ultimately looking for a tool to better understand processes. A full and complete introduction to organizational processes, growth, and business transformation, Business Process Mapping: Improving Customer Satisfaction, Second Edition is that tool.
Now providing more detailed work and examples related to customer mapping and enterprise risk management (ERM), the Second Edition focuses particularly on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. Its case studies and a wide range of new tools, including RACI matrices, "spaghetti" maps, and the use of control flowcharts, enhance and enrich the basic work done to get you successfully mapping using a more robust approach to process analysis.Starting with a concept that is the cornerstone of moviemaking--storyboarding--the Second Edition walks you through the steps used in process mapping, including:
- Working with the client to ensure that everyone has a full understanding of the processes involved
- Learning the underlying concepts behind the process such as objectives, risks, and key controls
- Building the actual maps that are the cornerstone of this approach
- Using various approaches to help determine how to make the process better
This practical book discusses the complete cycle of business process mapping and links business objectives, risks, and measures of success to the processes being mapped. In addition, the Second Edition now includes questionnaires, process analysis worksheets, hierarchy/owner maps, and specific techniques to be used in developing effective process maps.
Ultimately, process mapping is a dynamic analytical technique meant to make your business run better. Drawing on their unique experience and expertise in the area of business process mapping, authors Mike Jacka and Paulette Keller reveal their simple yet powerful approach to process mapping as an effective analysis tool--whether you are working within the department, within the company, or externally. Its holistic approach transforms flowcharting into a powerful, customer-focused tool for business improvement.From the jacket flap
Business Process Mapping IMPROVING Customer Satisfaction SECOND EDITION
Whether you are looking for a way to create efficiencies, analyze the work that is being done, or provide better customer service or innovation, you are ultimately looking for a tool to better understand processes. A full and complete introduction to organizational processes, growth, and business transformation, Business Process Mapping: Improving Customer Satisfaction, Second Edition is that tool.
Now providing more detailed work and examples related to customer mapping and enterprise risk management (ERM), the Second Edition focuses particularly on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. Its case studies and a wide range of new tools, including RACI matrices, "spaghetti" maps, and the use of control flowcharts, enhance and enrich the basic work done to get you successfully mapping using a more robust approach to process analysis.Starting with a concept that is the cornerstone of moviemaking--storyboarding--the Second Edition walks you through the steps used in process mapping, including:
- Working with the client to ensure that everyone has a full understanding of the processes involved
- Learning the underlying concepts behind the process such as objectives, risks, and key controls
- Building the actual maps that are the cornerstone of this approach
- Using various approaches to help determine how to make the process better
This practical book discusses the complete cycle of business process mapping and links business objectives, risks, and measures of success to the processes being mapped. In addition, the Second Edition now includes questionnaires, process analysis worksheets, hierarchy/owner maps, and specific techniques to be used in developing effective process maps.
Ultimately, process mapping is a dynamic analytical technique meant to make your business run better. Drawing on their unique experience and expertise in the area of business process mapping, authors Mike Jacka and Paulette Keller reveal their simple yet powerful approach to process mapping as an effective analysis tool--whether you are working within the department, within the company, or externally. Its holistic approach transforms flowcharting into a powerful, customer-focused tool for business improvement.Details
- Title Business Process Mapping: Improving Customer Satisfaction
- Author J. Mike Jacka; Paulette J. Keller
- Binding Hardcover
- Edition number 2nd
- Edition 2
- Pages 336
- Volumes 1
- Language ENG
- Publisher Wiley
- Date 2009-07-01
- ISBN 9780470444580 / 0470444584
- Weight 1.15 lbs (0.52 kg)
- Dimensions 9 x 6.4 x 1.2 in (22.86 x 16.26 x 3.05 cm)
- Library of Congress subjects Customer relations, Consumer satisfaction
- Library of Congress Catalog Number 2009005647
- Dewey Decimal Code 658.812
More Copies for Sale
Business Process Mapping : Improving Customer Satisfaction
by Jacka, J. Mike, Keller, Paulette J
- Used
- Condition
- Used - Very Good
- ISBN 13
- 9780470444580
- ISBN 10
- 0470444584
- Quantity Available
- 3
- Seller
-
Mishawaka, Indiana, United States
- Item Price
-
$12.43FREE shipping to USA
Show Details
Business Process Mapping : Improving Customer Satisfaction
by Jacka, J. Mike, Keller, Paulette J
- Used
- Condition
- Used - Very Good
- ISBN 13
- 9780470444580
- ISBN 10
- 0470444584
- Quantity Available
- 1
- Seller
-
Reno, Nevada, United States
- Item Price
-
$12.43FREE shipping to USA
Show Details
Business Process Mapping : Improving Customer Satisfaction
by J. Mike Jacka; Paulette J. Keller
- Used
- very good
- Hardcover
- Condition
- Used - Very Good
- Binding
- Hardcover
- ISBN 13
- 9780470444580
- ISBN 10
- 0470444584
- Quantity Available
- 1
- Seller
-
Seattle, Washington, United States
- Item Price
-
$12.43FREE shipping to USA
Show Details
Business Process Mapping: Improving Customer Satisfaction
by Jacka, J. Mike
- Used
- Hardcover
- Condition
- Used: Good
- Edition
- 2
- Binding
- Hardcover
- ISBN 13
- 9780470444580
- ISBN 10
- 0470444584
- Quantity Available
- 1
- Seller
-
HOUSTON, Texas, United States
- Item Price
-
$16.99FREE shipping to USA
Show Details
Business Process Mapping: Improving Customer Satisfaction (2nd Edn)
by Jacka, JM and Keller, PJ
- Used
- Hardcover
- Condition
- Used
- Binding
- Hardcover
- ISBN 13
- 9780470444580
- ISBN 10
- 0470444584
- Quantity Available
- 1
- Seller
-
Lincoln, Lincolnshire, Aberdeen, United Kingdom
- Item Price
-
$31.31$16.08 shipping to USA
Show Details
Business Process Mapping: Improving Customer Satisfaction by J Mike Jacka
by J Mike Jacka
- Used
- Condition
- Used
- ISBN 13
- 9780470444580
- ISBN 10
- 0470444584
- Quantity Available
- 2
- Seller
-
Franklin, Tennessee, United States
- Item Price
-
$26.95$3.95 shipping to USA
Show Details
Business Process Mapping: Improving Customer Satisfaction
by J. Mike Jacka
- New
- Hardcover
- Condition
- New
- Binding
- Hardcover
- ISBN 13
- 9780470444580
- ISBN 10
- 0470444584
- Quantity Available
- 10
- Seller
-
Southport, Merseyside, United Kingdom
- Item Price
-
$55.67$12.55 shipping to USA
Show Details
Business Process Mapping: Improving Customer Satisfaction
by Wiley
- New
- Condition
- New
- ISBN 13
- 9780470444580
- ISBN 10
- 0470444584
- Quantity Available
- 40
- Seller
-
Benton Harbor, Michigan, United States
- Item Price
-
$49.01$3.99 shipping to USA
Show Details
Business Process Mapping: Improving Customer Satisfaction
by J. Mike Jacka
- New
- Hardcover
- Condition
- New
- Binding
- Hardcover
- ISBN 13
- 9780470444580
- ISBN 10
- 0470444584
- Quantity Available
- 10
- Seller
-
Southport, Merseyside, United Kingdom
- Item Price
-
$62.52$12.55 shipping to USA
Show Details
Business Process Mapping: Improving Customer Satisfaction
by Jacka, J. Mike
- Used
- Hardcover
- Condition
- Used:Good
- Edition
- 2
- Binding
- Hardcover
- ISBN 13
- 9780470444580
- ISBN 10
- 0470444584
- Quantity Available
- 1
- Seller
-
HOUSTON, Texas, United States
- Item Price
-
$56.82FREE shipping to USA