- Hardcover: 320 pages
- Publisher: Wiley; 1 edition (Dec 21 2001)
- Language: English
- ISBN-10: 0471079774
- ISBN-13: 978-0471079774
- Product Dimensions: 23.6 x 15.8 x 2.6 cm
- Shipping Weight: 640 g
- Average Customer Review: 3.7 out of 5 stars See all reviews (3 customer reviews)
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Amazon Bestsellers Rank:
#400,712 in Books (See Top 100 in Books)
- #83 in Books > Business & Investing > Accounting > Auditing
- #83 in Books > Professional & Technical > Accounting & Finance > Accounting > Auditing
- See Complete Table of Contents
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Product Details |
Product Description
Product Description
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.
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.
From the Inside Flap
Business Process Mapping is a powerful tool that offers a solid understanding of any given process, finds effective ways for that process to be more successful, and ensures that true value is being provided to customers. It allows all the individuals involved in a process to gain a better understanding of that process with a simple, yet powerful approach that anyone can utilize--from management to internal auditor to external consultant. Process Mapping is a holistic approach that includes the added benefit of increased employee ownership of ideas and, therefore, increased company morale.
Business Process Mapping represents a full, prac-tical discussion of this new tool. It provides the reader a fuller understanding of what processes are, then provides practical applications for each step in Process Mapping. It discusses the com-plete cycle of business Process Mapping and links business objectives, risks, and measures of success to the processes being mapped. Also included are numerous case studies and a wide range of tools for better implementing Process Mapping. To help understand the various steps in the mapping process, a detailed example is introduced and used throughout the book.
The four major steps of Process Mapping are fully explained:
* Process identification--attaining a full understanding of all the steps of a process
* Information gathering--identifying objectives, risks, and key controls in a process
* Interviewing and mapping--understanding the point of view of individuals in the process and designing actual maps
* Analysis--utilizing tools and approaches to make the process run more effectively and efficiently
Included in the book are various specialized tools that include questionnaires, process analysis worksheets, hierarchy/owner maps, and the techniques to be used in developing effective process maps. Business Process Mapping is a simple and definitive guide to Process Mapping suitable for individuals at any management level.
Business Process Mapping represents a full, prac-tical discussion of this new tool. It provides the reader a fuller understanding of what processes are, then provides practical applications for each step in Process Mapping. It discusses the com-plete cycle of business Process Mapping and links business objectives, risks, and measures of success to the processes being mapped. Also included are numerous case studies and a wide range of tools for better implementing Process Mapping. To help understand the various steps in the mapping process, a detailed example is introduced and used throughout the book.
The four major steps of Process Mapping are fully explained:
* Process identification--attaining a full understanding of all the steps of a process
* Information gathering--identifying objectives, risks, and key controls in a process
* Interviewing and mapping--understanding the point of view of individuals in the process and designing actual maps
* Analysis--utilizing tools and approaches to make the process run more effectively and efficiently
Included in the book are various specialized tools that include questionnaires, process analysis worksheets, hierarchy/owner maps, and the techniques to be used in developing effective process maps. Business Process Mapping is a simple and definitive guide to Process Mapping suitable for individuals at any management level.
Inside This Book
(Learn More)
First Sentence
Most companies spend a great deal of time each year developing strategic objectives and goals. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Most companies spend a great deal of time each year developing strategic objectives and goals. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Most helpful customer reviews
4 of 4 people found the following review helpful
2.0 out of 5 stars
CAUTION: SERIOUS FLAWS IN THIS APPROACH TO PROCESS MAPPING,
By Fletcher Groves III (Ponte Vedra Beach, FL USA) - See all my reviews
This review is from: Business Process Mapping Workbook: Improving Customer Satisfaction (Hardcover)
I have never written a review in my life, but for this book, I will make an exception.I am a consultant. Most of my firm's (SAI Consulting, LLC) work is focused on the design, documentation, and management of processes, as they relate to improving our clients' operating and financial performance. We are experts at process mapping and the proper use of process mapping in a broad range of strategic and improvement initiatives. In fairness, there are some good points to this book, but there are also some serious flaws in the approach to process mapping it recommends: 1. The use of individual, isolated interviews to develop an understanding of the current state of the process is a very bad idea, particularly on large, cross-functional processes. The interviewer will chase his tail listening to different versions of the same process. The best approach is a cross-functional team. We have found that teams do a much better job of exposing the real process, and they produce much greater insight and reality into the process. 2. Likewise, the use of the interviewer to analyze the current state of the process and either redesign the process or design a new process is a very bad idea. People will not settle for a method that limits their input to the current state - they want to have a say in the redesign or new design. The authors say the experts 'are the people who perform the work', but they don't let those experts provide the solution? 3. The vertical design of the process maps is not as useful or practical as a horizontal cross-functional flowchart. There are plenty of reasons to choose horizontal over vertical, but - if for no other reason - processes need to be depicted horizontally in order to break away from the functional mindset of most organizations. 3. The treatment of operating measures is almost useless. 4. The book explains the use of 'drill down' maps to expose increasing levels of process detail. These are very difficult to create and maintain without software specifically designed to automate the drill-down structure. Yet, there is no mention of the use of IDEF0 software that would make the production and maintenance of these process models a snap. My recommendation: Buy the book if you don't know much about process mapping, but don't stop there. If anyone reading this review has questions, I would be glad to discuss them. Fletcher L. Groves, III PO Box 1755 (904) 273-9840 E-mail: flgroves@saiconsulting.com
4.0 out of 5 stars
IT WORKS!,
By
This review is from: Business Process Mapping Workbook: Improving Customer Satisfaction (Hardcover)
We, Optimal CAE, Inc., have used this process for the last few years and it works GREAT! Ignore the previous feedback! The interview approach, if done correctly, allows you a behind the scenes look at what is really happening. Currently, we process map ALL of the Ford Motor Company assembly and stamping plants and this method has helped us identify disconnects even in organizations of this size.Chad Mockerman...
5.0 out of 5 stars
Provides step by step guidance,
By Roger Rouke (New York) - See all my reviews
This review is from: Business Process Mapping Workbook: Improving Customer Satisfaction (Hardcover)
I have been looking for an effective analytical tool that would help me make get a good understanding of my company's business processes. This book hit the mark by providing me with step by step guidance. Especially helpful was the expense payment process example as well as the hints it provides on what to avoid while performing a process mapping. Overall it was worth the money.
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