 Business Process Mapping: Improving Customer Satisfaction
ISBN: 978-0-471-07977-4
Hardcover
320 pages
January 2002
US $60.00
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Introduction: Pinocchio and the World of Business.
Chapter 1: Defining and Redefining Process.
Who Cares About Processes Anyway?
"Tell Me a Story"-Analyzing the Process.
Benefits.
Process Defined.
"Drilling Down" the Movie.
Business Processes as Movies.
A Real Business Example.
Recap.
Key Analysis Points.
Note.
Chapter 2: What Is This Thing Called Process Mapping?
But Wait, There's More.
Triggers.
Time Analysis.
Error Rate.
Focusing the Lens.
The Process of Process Mapping.
Process Identification.
Data Gathering.
Interviewing and Map Generation.
Analyzing the Data.
Presentation.
Recap.
Key Analysis Points.
Chapter 3: Process Identification.
What Do You See?
Finding the Story.
Trigger Events.
Naming the Major Processes.
Process Time Lines.
Customer Experience Analysis.
Recap.
Key Analysis Points.
Notes.
Chapter 4: Information Gathering.
What You Need to Know and Where You Go to Learn It.
Preliminary Information.
Process Identification.
Process Description Overview.
Identifying the Process Owners.
Meeting with the Process Owners.
What to Talk About.
Process Profile Work Sheet.
Meeting with the Unit Owners.
Work Flow Surveys.
Data Gathering.
Recap.
Key Analysis Points.
Chapter 5: Interviewing and Map Generation.
Creating the Storyboard (Finally).
Ground Rules.
Sticky-Note Revolution.
Basic Rules.
Conducting the Interviews.
Creating a Final Map.
Example.
Recap.
Key Analysis Points.
Chapter 6: Map Generation: An Example.
Try It -You'll Like It.
Unit Level.
Task Level.
Action Level.
Recap.
Key Analysis Points.
Chapter 7: Analysis.
Into the Editing Room.
Triggers and False Triggers.
Inputs and Outputs.
Process Ownership.
Business Objective.
Business Risks.
Key Controls.
Measures of Success.
Analyzing the Actual Maps.
Cycle Times.
Finalizing the Project.
Recap and Key Analysis Points.
Notes.
Chapter 8: Map Analysis: An Example.
This Is Only an Attempt.
Process Profile Work Sheet.
Analyzing the Maps.
The Bigger Picture.
Recap and Key Analysis Points.
Chapter 9: Pitfalls and Traps.
Challenges.
Mapping for Mapping's Sake.
Lost in the Details.
Round and Round-Up and Down.
Failure to Finalize.
Letting the Customer Define the Process.
Leading the Witness.
Verifying the Facts.
Do Not Forget the Customers.
Recap.
. Key Analysis Points.
Chapter 10: Where Do We Go from Here?
Additional Applications.
Risk Assessment.
Training.
That's Not All Folks.
Note.
Index.
Chapter 1: Defining and Redefining Process.
Who Cares About Processes Anyway?
"Tell Me a Story"-Analyzing the Process.
Benefits.
Process Defined.
"Drilling Down" the Movie.
Business Processes as Movies.
A Real Business Example.
Recap.
Key Analysis Points.
Note.
Chapter 2: What Is This Thing Called Process Mapping?
But Wait, There's More.
Triggers.
Time Analysis.
Error Rate.
Focusing the Lens.
The Process of Process Mapping.
Process Identification.
Data Gathering.
Interviewing and Map Generation.
Analyzing the Data.
Presentation.
Recap.
Key Analysis Points.
Chapter 3: Process Identification.
What Do You See?
Finding the Story.
Trigger Events.
Naming the Major Processes.
Process Time Lines.
Customer Experience Analysis.
Recap.
Key Analysis Points.
Notes.
Chapter 4: Information Gathering.
What You Need to Know and Where You Go to Learn It.
Preliminary Information.
Process Identification.
Process Description Overview.
Identifying the Process Owners.
Meeting with the Process Owners.
What to Talk About.
Process Profile Work Sheet.
Meeting with the Unit Owners.
Work Flow Surveys.
Data Gathering.
Recap.
Key Analysis Points.
Chapter 5: Interviewing and Map Generation.
Creating the Storyboard (Finally).
Ground Rules.
Sticky-Note Revolution.
Basic Rules.
Conducting the Interviews.
Creating a Final Map.
Example.
Recap.
Key Analysis Points.
Chapter 6: Map Generation: An Example.
Try It -You'll Like It.
Unit Level.
Task Level.
Action Level.
Recap.
Key Analysis Points.
Chapter 7: Analysis.
Into the Editing Room.
Triggers and False Triggers.
Inputs and Outputs.
Process Ownership.
Business Objective.
Business Risks.
Key Controls.
Measures of Success.
Analyzing the Actual Maps.
Cycle Times.
Finalizing the Project.
Recap and Key Analysis Points.
Notes.
Chapter 8: Map Analysis: An Example.
This Is Only an Attempt.
Process Profile Work Sheet.
Analyzing the Maps.
The Bigger Picture.
Recap and Key Analysis Points.
Chapter 9: Pitfalls and Traps.
Challenges.
Mapping for Mapping's Sake.
Lost in the Details.
Round and Round-Up and Down.
Failure to Finalize.
Letting the Customer Define the Process.
Leading the Witness.
Verifying the Facts.
Do Not Forget the Customers.
Recap.
. Key Analysis Points.
Chapter 10: Where Do We Go from Here?
Additional Applications.
Risk Assessment.
Training.
That's Not All Folks.
Note.
Index.
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