{"product_id":"business-process-mapping-workbook-improving-customer-satisfaction-paperback-softback-9780470446287","title":"Business Process Mapping Workbook; Improving Customer Satisfaction (Paperback \/ softback) 9780470446287","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eBusiness Process Mapping Workbook\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eImproving Customer Satisfaction\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eJ. Mike Jacka (Author), Paulette J. Keller (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9780470446287, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003ePaperback \/ softback, published 21 July 2009\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e272 pages, Exhibits: 116 B\u0026amp;W, 0 Color\u003cbr\u003e25.2 x 17.5 x 2 cm, 0.476 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003eErst wenn Unternehmen ihre entscheidenden Geschäftsprozesse analysieren und verbessern, sind sie in der Lage, ihre internen und externen Kunden auf höchstem Serviceniveau zu bedienen. \"Business Process Mapping\" ist ein praktischer Leitfaden, der die Tools bereitstellt, mit deren Hilfe Geschäftsprozesse und Unternehmensziele miteinander in Einklang gebracht werden können. Er vermittelt anschaulich, wie Unternehmen mit Hilfe des Business Process Mapping die Kundenzufriedenheit steigern können. Business Process Mapping ist ein holistischer Ansatz zur Analyse entscheidender Beziehungen, Kontrollen, Wirkungen und Ergebnisse. Die Autoren erläutern ausführlich und verständlich, was diese Geschäftsprozess-Analyse für ein Unternehmen leistet und geben praktische Anwendungsbeispiele für jede Analysestufe. \"Business Process Mapping\" - der ultimative Wegweiser zu einem ausgeprägt kundenorientierten (und damit erfolgreicheren) Unternehmen.\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003ePreface vii\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 Process Mapping: An Introduction 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eProcess Identification 2\u003c\/p\u003e \u003cp\u003eInformation Gathering 3\u003c\/p\u003e \u003cp\u003eInterviewing and Map Generation 4\u003c\/p\u003e \u003cp\u003eAnalyzing the Data 5\u003c\/p\u003e \u003cp\u003eCustomer Mapping 6\u003c\/p\u003e \u003cp\u003eSpaghetti Maps and RACI Matrices 7\u003c\/p\u003e \u003cp\u003eJayKayCo Case Study 9\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Drilling Down into the Process 19\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eProcess Defined 20\u003c\/p\u003e \u003cp\u003eExercise 2.1 Identifying Inputs, Transformations, and Outputs 21\u003c\/p\u003e \u003cp\u003eProcesses, Units, Tasks, and Actions 22\u003c\/p\u003e \u003cp\u003eExercise 2.2 Identifying Units within a Process 23\u003c\/p\u003e \u003cp\u003eIdentifying Inputs and Outputs to Units 24\u003c\/p\u003e \u003cp\u003eExercise 2.3 Unit Inputs and Outputs 24\u003c\/p\u003e \u003cp\u003eDefining Task and Action Levels 25\u003c\/p\u003e \u003cp\u003eExercise 2.4 Identifying Tasks, Actions, and the Related Inputs and Outputs 25\u003c\/p\u003e \u003cp\u003eComprehensive Example 27\u003c\/p\u003e \u003cp\u003eExercise 2.5 Drilling Down a Human Resources Example 27\u003c\/p\u003e \u003cp\u003eSolutions 32\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 Process Identification 49\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFinding the Story 51\u003c\/p\u003e \u003cp\u003eExercise 3.1 Identifying the Process Trigger 51\u003c\/p\u003e \u003cp\u003eExercise 3.2 Determining Which Actions Are Trigger Points 52\u003c\/p\u003e \u003cp\u003eExercise 3.3 Identifying All Customer Trigger Points 53\u003c\/p\u003e \u003cp\u003eIdentifying Company Processes 54\u003c\/p\u003e \u003cp\u003eExercise 3.4 Naming the Processes 54\u003c\/p\u003e \u003cp\u003eExercise 3.5 Naming All Potential Triggers 55\u003c\/p\u003e \u003cp\u003eBusiness Process Timeline Worksheets 56\u003c\/p\u003e \u003cp\u003eExercise 3.6 Supporting Processes 56\u003c\/p\u003e \u003cp\u003eExercise 3.7 Additional Supporting Processes 58\u003c\/p\u003e \u003cp\u003eComprehensive Example 59\u003c\/p\u003e \u003cp\u003eExercise 3.8 Defining the Hiring Process 59\u003c\/p\u003e \u003cp\u003eSolutions 63\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Information Gathering 75\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDescribe the Process 77\u003c\/p\u003e \u003cp\u003eExercise 4.1 Improving Process Descriptions 77\u003c\/p\u003e \u003cp\u003eExercise 4.2 Providing Process Descriptions 77\u003c\/p\u003e \u003cp\u003eIdentify the Process and Unit Owners 79\u003c\/p\u003e \u003cp\u003eExercise 4.3 Matching Owners to Processes 79\u003c\/p\u003e \u003cp\u003eInterviewing the Process and Unit Owners 80\u003c\/p\u003e \u003cp\u003eExercise 4.4 Identifying Good Objectives 80\u003c\/p\u003e \u003cp\u003eExercise 4.5 Writing Objectives 81\u003c\/p\u003e \u003cp\u003eExercise 4.6 Identifying Risks 82\u003c\/p\u003e \u003cp\u003eExercise 4.7 Determining Risks to Objectives 82\u003c\/p\u003e \u003cp\u003eExercise 4.8 Identifying Key Controls 83\u003c\/p\u003e \u003cp\u003eExercise 4.9 Identifying Measures of Success 85\u003c\/p\u003e \u003cp\u003eProcess Profile Worksheet 86\u003c\/p\u003e \u003cp\u003eComprehensive Example 87\u003c\/p\u003e \u003cp\u003eExercise 4.10 Completing the Process Profile Worksheet 87\u003c\/p\u003e \u003cp\u003eSolutions 90\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 Interviewing and Map Generation 103\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eInterviewing 104\u003c\/p\u003e \u003cp\u003eMap Generation 106\u003c\/p\u003e \u003cp\u003eExercise 5.1 Process Mapping Basics 108\u003c\/p\u003e \u003cp\u003eExercise 5.2 Decision Trees 111\u003c\/p\u003e \u003cp\u003eExercise 5.3 Verb\/Noun Format 111\u003c\/p\u003e \u003cp\u003eExercise 5.4 A Simple Process Map 115\u003c\/p\u003e \u003cp\u003eExercise 5.5 Building Your First Complete Map 116\u003c\/p\u003e \u003cp\u003eComprehensive Example 117\u003c\/p\u003e \u003cp\u003eExercise 5.6 Putting It All Together 117\u003c\/p\u003e \u003cp\u003eSolutions 122\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Building the Map 139\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eA Comprehensive Example 140\u003c\/p\u003e \u003cp\u003eExercise 6.1 Mapping the Hiring Process 140\u003c\/p\u003e \u003cp\u003eSolutions 155\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Analysis of the Process Maps 167\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eReview the Process Profile Worksheet 168\u003c\/p\u003e \u003cp\u003eReview the Process Map 169\u003c\/p\u003e \u003cp\u003eExercise 7.1 Analyzing Approvals 169\u003c\/p\u003e \u003cp\u003eExercise 7.2 Analyzing Process Map Loops 170\u003c\/p\u003e \u003cp\u003eExercise 7.3 Analyzing Delays, Rework, and Handoffs 171\u003c\/p\u003e \u003cp\u003eExercise 7.4 Analyzing the Forms 172\u003c\/p\u003e \u003cp\u003eExercise 7.5 Analyzing Unfinished Activities 173\u003c\/p\u003e \u003cp\u003eExercise 7.6 Analyzing the Hiring Process 174\u003c\/p\u003e \u003cp\u003eSolutions 177\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 Customer Mapping 187\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSteps of Customer Mapping 189\u003c\/p\u003e \u003cp\u003eDefining the Job 190\u003c\/p\u003e \u003cp\u003eExercise 8.1 Defining the Job 190\u003c\/p\u003e \u003cp\u003eIdentifying Key Tasks and Actions 191\u003c\/p\u003e \u003cp\u003eExercise 8.2 Identifying Key Tasks 191\u003c\/p\u003e \u003cp\u003eActions, Inputs, and Outputs 192\u003c\/p\u003e \u003cp\u003eExercise 8.3 Actions, Inputs, and Outputs 192\u003c\/p\u003e \u003cp\u003eMeasures of Success 194\u003c\/p\u003e \u003cp\u003eExercise 8.4 Determining Measures of Success 194\u003c\/p\u003e \u003cp\u003eRanking Measures and Determining Success 196\u003c\/p\u003e \u003cp\u003eCustomer Profile Worksheet 197\u003c\/p\u003e \u003cp\u003eExercise 8.5 Completing the Customer Profile Worksheet 197\u003c\/p\u003e \u003cp\u003eCreating the Customer Map 199\u003c\/p\u003e \u003cp\u003eExercise 8.6 Building a Customer Map 201\u003c\/p\u003e \u003cp\u003eExercise 8.7 A Comprehensive Customer Mapping Project 201\u003c\/p\u003e \u003cp\u003eSolutions 207\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 Spaghetti Maps and RACI Matrices 223\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSpaghetti Maps 224\u003c\/p\u003e \u003cp\u003eIdentifying the Key Steps 226\u003c\/p\u003e \u003cp\u003eExercise 9.1 Identifying the Key Steps 226\u003c\/p\u003e \u003cp\u003eBuilding the Actual Map 227\u003c\/p\u003e \u003cp\u003eExercise 9.2 Building the As Is Spaghetti Map 228\u003c\/p\u003e \u003cp\u003eAnalyzing the Spaghetti Map 229\u003c\/p\u003e \u003cp\u003eExercise 9.3 Building the To Be Map 229\u003c\/p\u003e \u003cp\u003eExercise 9.4 Spaghetti Mapping the Hiring Process 230\u003c\/p\u003e \u003cp\u003eRACI Matrices 234\u003c\/p\u003e \u003cp\u003eExercise 9.5 Determining Responsibilities 234\u003c\/p\u003e \u003cp\u003eBuilding the RACI Matrix 237\u003c\/p\u003e \u003cp\u003eExercise 9.6 Building a RACI Matrix 237\u003c\/p\u003e \u003cp\u003eAnalyzing the RACI Matrix 239\u003c\/p\u003e \u003cp\u003eExercise 9.7 Analyzing the RACI Matrix 240\u003c\/p\u003e \u003cp\u003eSolutions 242\u003c\/p\u003e \u003cp\u003eEpilogue 255\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Finance \u0026amp; accounting [\u003ca title=\"See our other books on Finance \u0026amp; accounting\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Finance%20\u0026amp;%20accounting%20%5BKF%5D%22\"\u003eKF\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52483199566104,"sku":"9780470446287","price":24.98,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9780470446287.jpg?v=1786023900","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/business-process-mapping-workbook-improving-customer-satisfaction-paperback-softback-9780470446287","provider":"Freshly Printed Books","version":"1.0","type":"link"}