Business Process Mapping: Improving Customer Satisfaction |  | Authors: J. Mike Jacka, Paulette J. Keller
Publisher: Wiley
Category: Book
List Price: $65.00
Buy New: $33.49
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Seller: DMM Enterprises
Rating:  4 reviews
Sales Rank: 67519
Media: Hardcover
Edition: 2
Pages: 322
Number Of Items: 1
Shipping Weight (lbs): 1.2
Dimensions (in): 9.1 x 5.9 x 1.4
ISBN: 0470444584
Dewey Decimal Number: 658.812
EAN: 9780470444580
ASIN: 0470444584
Publication Date: July 7, 2009
Availability: Usually ships in 1-2 business days
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| • | ISBN13: 9780470444580 | | • | Condition: New | | • | Notes: BUY WITH CONFIDENCE, Over one million books sold! 98% Positive feedback. Compare our books, prices and service to the competition. 100% Satisfaction Guaranteed |
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Product Description
Praise For Business Process Mapping: Improving Customer Satisfaction, Second Edition "A must-read for anyone performing business process mapping! This treasure shares step-by-stepapproaches 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 ofbusiness process mapping. From the outset, this book will engage you and draw you into the worldof 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, theauthors 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 thatenables 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 youwith 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 businessprocess 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 mappingin 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 bothauthors, 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
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| Customer Reviews:
 Provides step by step guidance January 3, 2002
Roger Rouke (New York)
20 out of 26 found this review helpful
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.
Precise Methods for Gathering Process Data February 17, 2006
Jeff Selles (Midwest USA)
5 out of 6 found this review helpful
I'm an educator in a midwest insurance company so I related easily to the author's examples which are based on Farmer's Insurance. It is easy to recognize the author's auditing background because their methods are precise and complete. I will use their written experience to conduct classes of my own. I have two observations from the book: 1. Entity types are identified as Process, Unit, Task, and Action. These correspond to Process, Subprocess, Activity, and Step which are somewhat better known; 2. The examples and case study of insurance applications will appeal to those in an identical or similar industry.
Customers Perspective January 31, 2010
Wil Putt (Charlotte, NC)
I've been a BPM novice for my small company for many years. This book quickly normalized my approach and made me much more confident in setting out to BPM higher level functions rather than just workflows of specific processes / jobs.
This book is great for small business owners, department managers, and CRM / software developers. The latter because it's written as if the reader were an outside consultant. Developers can quickly wrap their minds around a clients needs by using a few basic exercises in this book.
Buy it.
 Good Beginner Text but .... January 28, 2010
Timothy D. Paul (Sai Kung, NT Hong Kong)
1 out of 1 found this review helpful
This book, and it's Workbook companion, aim to impart process modelling knowledge to beginners and it does a good job at that. I have two criticisms of this text; 1) it aims are beginners using really "dumbed-down" language and examples and 2) it does not cover the business process standard notation BPMN.
In positioning this text for beginners the authors have probably identified a good potential market. That said I think this text could be easily understood by my 11 year old son - if he had the interest. It's communication language, examples and style are too low-ball and it does nothing to build the readers capability to enter texts aimed at business, especially management, and academic audiences. Consequently it becomes a laborious, boring read.
The modelling notation used is a basic flowchart approach. For a text to be written and published on this topic without reference to, or examples of, BPMN is doing a disservice to anyone learning modelling. The BPM profession has moved on and is now pervading general management; at both a professional and academic level. BPMN, while arguably imperfect, IS the standard adopted by the community. Choosing to ignore BPMN as the notation to teach process modelling makes this text less relevant to the new modeller as they then have to need to learn a new notation and somehow translate their newly found knowledge - a job I am sure would be much more effectively handled by the authors.
That all said this book does do a good job at helping new modeller understand modelling basics, especially interviewing, decomposition, and model validation.
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