Business Process Mapping Workbook: Improving Customer Satisfaction

by J. Mike Jacka, Paulette J. Keller

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 approach to analyzing these processes. This book provides that tool. It shows corporations how to analyze and enhance their critical processes in order to deliver the highest level of service to their internal and external customers. Providing a clear understanding of what process mapping can do for a company as well as practical applications for each step in process mapping, this useful guide outlines a proven method for assuring better processes and building a more customer-focused company.

Genres: Business, Reference

320 pages, Hardcover

First published December 21, 2001

Reviews

[Kara Paul · Rating 4 out of 5]

Great book, and much more accessible than a dry book on business processing I read. This breaks things down to be much more accessible. I struggled with the last few chapters, both because I took too long to read this and because the authors kinda lost me towards the end.

[Syila Rahima · Rating 4 out of 5]

A must-read book for worker. It gives me new perspective as a worker. After read this book, i know which part of my business process needs to be improve.

[Stephen · Rating 3 out of 5]

READ NOV 2010

Good overview of a customer-centric approach to business process mapping.

Best quotes, "Our customers define our business by the experience they have when they touch the organization" (p. 53) and "The goal of process mapping is a holistic view of the function under review" (p. 265) from the customer's perspective.

[Tim · Rating 3 out of 5]

Better for beginners to this topic than for more experienced practitioners. It is very thorough but stays at a basic level.

[Mona Cummins · Rating 4 out of 5]

Great reference for Process Mapping, definitely breaks down the process into manageble and understandable chunks.

[Lori Grant · Rating 5 out of 5]

A must-read book on execution for knowledge workers, managers, executives, and entrepreneurs.