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Business Process Mapping Workbook: Improving Customer Satisfaction by J. Mike Jacka

Business Process Mapping Workbook: Improving Customer Satisfaction

by J. Mike Jacka
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Book cover type: Paperback
  • ISBN13: 9780470446287
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Wiley
  • Publisher Imprint: Wiley
  • Publication Date:
  • Pages: 255
  • Original Price: GBP 39.0
  • Language: English
  • Edition: N/A
  • Item Weight: 454 grams
  • BISAC Subject(s): Auditing

From the Back Cover
Learn business process mapping-step by step.

If you want to build up your process-mapping skills, the best way is by doing the mapping. Business Process Mapping Workbook: Improving Customer Satisfaction clearly guides you throughall the various steps involved in successfully performing a business process map to get youmapping on your own. This hands-on workbook includes a completed case study that serves asthe basis for a number of exercises showing how the process mapping is actually performed.

All the details of process mapping are here, along with exercises to help you understandthe specific requirements within a process-mapping project. In addition, you'll have theopportunity to put everything together at the end of each chapter by working through acomprehensive example.

Allowing you to successfully work-start to finish-on an entire process map, this practical guideis designed to accompany Jacka and Keller's Business Process Mapping, Second Edition andincludes all the new applications discussed in the Second Edition.

Filled with essential tools for quick reference, Business Process Mapping Workbook: Improving Customer Satisfaction enables you to not only read the solutions, but to also confidently work through the exercises with practical applications to lead you to process mapping success.

J. Mike Jacka, CPA, CIA, CFE, CPCU, has over twenty-five years' experience in Internal Audit. In his current role as Senior Audit Manager over Special Projects at Farmers AuditInsurance, he identifies and develops processes, programs, and procedures that help provide greater value to Internal Audit's customers. He has written numerous articles for professional publications and is a popular speaker on many subjects related to internal auditing.

Paulette J. Keller, CPA, CIA, MBA, has worked in the insurance industry for over twenty-five years. Most of that time has been in Internal Audit, but she has also worked with Claims, Quality Control, and Life Company Special Projects. Currently, she is the Director of Audit Data Analytics with Farmers Insurance where she has responsibility for coordinating the retrieval and analysis of company data to be used in all audit analysis, including the embedding of data analytics throughout the audit work. She is a sought-after speaker and instructor in such areas as operational auditing, value-added approaches, and data analytics.

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