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Business Process Mapping

Workbook
IMPROVING CUSTOMER
SATISFACTION

J. Mike Jacka
Paulette J. Keller

WILEY
John Wiley 8c Sons, Inc.
Contents

Preface VII

Chapter 1 Process Mapping: An Introduction 1


Process Identification 2
Information Gathering 3
Interviewing and Map Generation 4
Analyzing the Data 5
Customer Mapping 6
Spaghetti Maps and RACI Matrices 7
JayKayCo Case Study 9

Chapter 2 Drilling Down into the Process 19


Process Defined 20
Exercise 2.7 Identifying Inputs,
Transformations, and Outputs 21

Processes, Units, Tasks, a n d Actions 22


Exercise 2.2 Identifying Units within a Process 23
Identifying Inputs and Outputs to Units 24
Exercise 2.3 Unit Inputs and Outputs 24

Defining Task and Action Levels


25
Exercise 2.4 Identifying Tasks, Actions,
and the Related Inputs and Outputs
25

iii
iv Contents

Comprehensive Example 27
Exercise 2.5 Drilling Down a Human
Resources Example 27

Solutions 32

Chapter 3 Process Identification 49


Finding the Story 51
Exercise 3.7 Identifying the Process Trigger 51
Exercise 3.2 Determining Which Actions
Are Trigger Points 52
Exercise 3.3 Identifying All Customer Trigger Points 53
Identifying Company Processes 54
Exercise 3.4 Naming the Processes 54
Exercise 3.5 Naming All Potential Triggers 55
Business Process Timeline Worksheets 56
Exercise 3.6 Supporting Processes 56
Exercise 3.7 Additional Supporting Processes 58

Comprehensive Example 59
Exercise 3.8 Defining the Hiring Process 59

Solutions , 63

Chapter 4 Information Gathering 75


Describe the Process 77
Exercise 4.7 Improving Process Descriptions 77
Exercise 4.2 Providing Process Descriptions 77

Identify the Process a n d Unit Owners 79


Exercise 4.3 Matching Owners to Processes 79

Interviewing the Process a n d Unit Owners 80


Exercise 4.4 Identifying Good Objectives 80
Exercise 4.5 Writing Objectives 81
Exercise 4.6 Identifying Risks 82
Exercise 4.7 Determining Risks to Objectives 82
Exercise 4.8 Identifying Key Controls 83
Exercise 4.9 Identifying Measures of Success 85
Process Profile Worksheet 86
Contents flS) v

Comprehensive Example 87
Exercise 4.10 Completing the Process Profile
Worksheet 87

Solutions 90

Chapter 5 Interviewing and Map Generation 103


Interviewing 104
Map Generation 106
Exercise 5.7 Process Mapping Basics 108
Exercise 5.2 Decision Trees 111
Exercise 5.3 Verb/Noun Format 111
Exercise 5.4 A Simple Process Map 115
Exercise 5.5 Building Your First Complete Map 116
Comprehensive Example 117
Exercise 5.6 Putting It All Together 117

Solutions 122

Chapter 6 Building the Map 139


A Comprehensive Example 140
Exercise 6.1 Mapping the Hiring Process 140
Solutions 155
Chapter 7 Analysis of the Process Maps 167
Review the Process Profile Worksheet 168
Review the Process Map 169
Exercise 7.1 Analyzing Approvals 169
Exercise 7.2 Analyzing Process Map Loops 170
Exercise 7.3 Analyzing Delays, Rework,
andHandoffs 171
Exercise 7.4 Analyzing the Forms 172
Exercise 7.5 Analyzing Unfinished Activities 173
Exercise 7.6 Analyzing the Hiring Process 174

Solutions 177
Chapter 8 Customer Mapping 187
Steps of Customer Mapping 189
Defining the Job 190
Exercise 8.1 Defining the Job 190
Identifying Key Tasks a n d Actions 191
VI Contents

Exercise 8.2 Identifying Key Tasks 191


Actions, Inputs, a n d Outputs 192
Exercise 8.3 Actions, Inputs, and Outputs 192
Measures of Success 194
Exercise 8.4 Determining Measures of Success 194
Ranking Measures a n d Determining Success 196
Customer Profile Worksheet 197
Exercise 8.5 Completing the Customer Profile
Worksheet 197
Creating the Customer Map 199
Exercise 8.6 Building a Customer Map 201
Exercise 8.7 A Comprehensive Customer
Mapping Project 201
Solutions 207

Chapter 9 Spaghetti Maps and RACI Matrices 223


Spaghetti Maps 224
Identifying the Key Steps 226
Exercise 9.1 Identifying the Key Steps 226
Building the Actual Map 227
Exercise 9.2 Building the As Is Spaghetti Map 228
Analyzing the Spaghetti Map 229
Exercise 9.3 Building the To Be Map 229
Exercise 9.4 Spaghetti Mapping the Hiring Process 230
RACI Matrices 234
Exercise 9.5 Determining Responsibilities 234
Building the RACI Matrix 237
Exercise 9.6 Building a RACI Matrix 237

Analyzing the RACI Matrix 239


Exercise 9.7 Analyzing the RACI Matrix 240

Solutions 242

Epilogue 255

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