Business Process Mapping: Improving Customer Satisfaction Second Edition
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Praise for Business Process Mapping
IMPROVING Customer Satisfaction

"A must-read for anyone performing business process mapping! This treasure shares step-by-step approaches and critical success factors, based on years of practical, customer-focused experience. A real winner!"
—Timothy R. Holmes, CPA, former General Auditor, American Red Cross

"Paulette and Mike make extensive use of anecdotes and real-life examples to bring alive the topic of business process mapping. From the outset, this book will engage you and draw you into the world of business process mapping. Who would have thought that reading about business process mapping could make you smile? Well, Mike and Paulette can make it happen! Within each chapter, the authors provide detailed examples and exhibits used to document a process. Each chapter also includes a 'Recap' and 'Key Analysis Points' which enable the reader to distill the highlights of the chapter."
—Barbara J. Muller, CPA, CFE, Senior Lecturer, School of Accountancy, W. P. Carey School of Business, Arizona State University

"Keller and Jacka cut through the drudgery of process mapping with a path-breaking approach that enables the reader to better understand processes, how they work and how they work together toward successful achievement of business objectives. With great style and flair, this book will provide you with a different way of thinking and new tools to assist you in process analysis and improvement. This book is a must-read for auditors, risk managers, quality improvement management, and business process engineers."
—Dean Bahrman, VP and Internal Audit Director (Retired), Global Financial Services Companies

"Mike Jacka and Paulette Keller show their expertise with the application of business process mapping in increasing customer service and satisfaction in this updated and expanded edition of this popular book. With clear, practical examples and applications, this book shows the writing talents of both authors, and it will be used over and over by those from all lines of industries and professions. Kudos for a job well done!"
—Joan Pastor, PhD, Founding Partner, Licensed Industrial-Organizational Psychologist, JPA International, Inc., Beverly Hills, California


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 Audit Insurance, 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.


Preface xi

Introduction 1 Pinocchio and the World of Business 1

Chapter 1 What Is This Thing Called Process Mapping? 5

Who Cares about Processes, Anyway? 5

“Tell Me a Story”: Analyzing the Process 6

Benefits 7

The Process of Process Mapping 12

Process Defined 16

Drilling Down the Movie 17

Business Processes as Movies 21

A Real Business Example 25

Recap 30

Key Analysis Points 31

Chapter 2 Process Identification 33

What Do You See? 33

Finding the Story 36

Trigger Events 37

Naming the Major Processes 41

Process Timelines 43

Customer Experience Analysis 46

Recap 49

Key Analysis Points 51

Chapter 3 Information Gathering 53

What You Need to Know and Where You Go to Learn It 53

Preliminary Information 54

Process Identification 55

Process Description Overview 56

Identifying the Process Owners 57

Meeting with the Process Owners 59

What to Discuss 62

Process Profile Worksheet 71

Meeting with the Unit Owners 77

Workflow Surveys 78

Data Gathering 80

Recap 83

Key Analysis Points 85

Chapter 4 Interviewing and Map Generation 87

Creating the Storyboard (Finally) 87

Ground Rules 88

Sticky-Note Revolution 92

Basic Rules 94

Conducting the Interviews 99

Creating a Final Map 101

Example 102

Recap 111

Key Analysis Points 112

Chapter 5 Map Generation: An Example 115

Try It—You’ll Like It 115

Unit Level 116

Task Level 117

Action Level 122

Recap 144

Key Analysis Points 144

Chapter 6 Analysis 147

Into the Editing Room 147

Triggers and False Triggers 148

Inputs and Outputs 150

Process Ownership 153

Business Objective 155

Business Risks 155

Key Controls 157

Measures of Success 158

Analyzing the Actual Maps 159

Cycle Times 169

Finalizing the Project 170

Recap and Key Analysis Points 172

Chapter 7 Map Analysis: An Example 175

This Is Only an Attempt 175

Process Profile Worksheet 175

Analyzing the Maps 185

The Bigger Picture 203

Recap and Key Analysis Points 204

Chapter 8 Pitfalls and Traps 205

Challenges 205

Mapping for Mapping’s Sake 205

Lost in the Details 207

Penmanship Counts 209

Round and Round, Up and Down 210

Failure to Finalize 211

Letting the Customer Define the

Process 213

Leading the Witness 214

Verifying the Facts 216

Do Not Forget the Customers 217

Recap 218

Key Analysis Points 220

Chapter 9 Customer Mapping 223

Identify Jobs the Customer Wants to Get Done 223

Customer Mapping versus Process Mapping 225

The Steps of Customer Mapping 225

The Customer Profile Worksheet 231

Customer Mapping Example 233

WeTrainU Customer Mapping Example 240

Spaghetti Maps 247

Recap 251

Key Analysis Points 252

Chapter 10 RACI Matrices 255

Process versus Authority 255

How Do I Know There’s a Problem? 256

What Is a RACI Matrix? 257

Analyzing the RACI Matrix 259

Expense Payment Process Example 261

RACI Matrix to Process Map 265

Process Map to RACI Matrix 270

Recap 273

Key Analysis Points 274

Chapter 11 Enterprise Risk Management and Process

Mapping 277

Efficiency versus Effectiveness 277

Enterprise Risk Management: A Primer 278

And Now for Process Mapping 281

The Internal Environment 287

Objective Setting 291

Event Identification 295

Risk Assessment 299

Risk Response 302

Control Activities 304

Information and Communication 306

Monitoring 307

Recap 309

Chapter 12 Where Do We Go from Here? 311

Additional Applications 311

Control Self-Assessment 312

Re-Engineering 313

Training 314

That’s Not All, Folks! 316

Index 319