Business Process Mapping: Improving Customer Satisfaction

by Paulette J. Keller and J. Mike Jacka

Book Overview

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...

• Format: Hardcover
• Language: English
• ISBN: 0471079774
• ISBN13: 9780471079774
• Release Date: January 2002
• Publisher: John Wiley & Sons
• Length: 300 Pages
• Weight: 1.46 lbs.
• Dimensions: 1.1" x 6.3" x 9.4"

Customer Reviews

Customers Perspective

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.

Precise Methods for Gathering Process Data

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.

Provides step by step guidance

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.