Business Process Mapping: Improving Customer Satisfaction, 2nd Edition

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