{"product_id":"business-process-mapping-improving-customer-satisfaction-9780470444580","title":"Business Process Mapping: Improving Customer Satisfaction","description":"\u003cp\u003e • Author(s): J. Mike Jacka\u003cbr\u003e • Publisher: Wiley\u003cbr\u003e • Publisher Imprint: Wiley\u003cbr\u003e • BISAC: Auditing\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eFrom the Inside Flap\u003c\/b\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003eBusiness Process \u003cb\u003eMapping\u003c\/b\u003e IMPROVING Customer Satisfaction \u003cb\u003eSECOND EDITION\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003eWhether you are looking for a way to create efficiencies, analyze the work that is being done, or provide better customer service or innovation, you are ultimately looking for a tool to better understand processes. A full and complete introduction to organizational processes, growth, and business transformation, Business Process Mapping: Improving Customer Satisfaction, Second Edition is that tool. \u003c\/p\u003e\u003cp\u003eNow providing more detailed work and examples related to customer mapping and enterprise risk management (ERM), the Second Edition focuses particularly on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. Its case studies and a wide range of new tools, including RACI matrices, \"spaghetti\" maps, and the use of control flowcharts, enhance and enrich the basic work done to get you successfully mapping using a more robust approach to process analysis. \u003c\/p\u003e\u003cp\u003eStarting with a concept that is the cornerstone of moviemaking--storyboarding--the Second Edition walks you through the steps used in process mapping, including: \u003c\/p\u003e\u003cul\u003e \u003cli\u003eWorking with the client to ensure that everyone has a full understanding of the processes involved\u003c\/li\u003e \u003cli\u003eLearning the underlying concepts behind the process such as objectives, risks, and key controls\u003c\/li\u003e \u003cli\u003eBuilding the actual maps that are the cornerstone of this approach\u003c\/li\u003e \u003cli\u003eUsing various approaches to help determine how to make the process better\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eThis practical book discusses the complete cycle of business process mapping and links business objectives, risks, and measures of success to the processes being mapped. In addition, the Second Edition now includes questionnaires, process analysis worksheets, hierarchy\/owner maps, and specific techniques to be used in developing effective process maps. \u003c\/p\u003e\u003cp\u003eUltimately, process mapping is a dynamic analytical technique meant to make your business run better. Drawing on their unique experience and expertise in the area of business process mapping, authors Mike Jacka and Paulette Keller reveal their simple yet powerful approach to process mapping as an effective analysis tool--whether you are working within the department, within the company, or externally. Its holistic approach transforms flowcharting into a powerful, customer-focused tool for business improvement.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Hardcover","offer_id":45113555615895,"sku":"9780470444580","price":5038.0,"currency_code":"INR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0666\/3471\/1191\/files\/9780470444580.webp?v=1767268631","url":"https:\/\/atlanticbooks.com\/products\/business-process-mapping-improving-customer-satisfaction-9780470444580","provider":"Atlantic Books","version":"1.0","type":"link"}