Business Process Mapping:
Improving Customer Satisfaction
Praise for Business Process Mapping
"A delight! The
holistic approach transforms flowcharting into a powerful, customer- focused tool for
business improvement. The running analog to a movie storyboard enlivens what could be a
dry subject and, more important, it teaches the attitude and thought process of a skilled
user. A must-read for the entire audit staff." James Roth, AuditTrends
"The authors
cleverly use movie making and other examples to which the reader can readily relate to
bring to life the important business subject of Process Mapping. The reader has fun and
can better understand the concepts, techniques, uses, and holistic qualities of Process
Mapping. This book represents a breakthrough in the approach to a must-know business area.
In its zestful presentation, Business Process Mapping: Improving Customer Satisfaction
assures us that we're not in the Kansas-of-another-dull-business-book anymore!"
Michael R. Plumly, Director of Internal Audit, ABB Inc.
"Without a full and
complete understanding of organizational processes, growth and transformation don't
happen. Jacka and Keller demystify Process Mapping through a storyboarding system that is
powerful and elegant. 'Seeing' the organizational story enables employees to grasp the
whole picture, how all the parts are integrated, and what needs to be changed. Analogies
to popular movies help to make the concept instantly accessible. Drawing on their unique
experience and expertise in the area of business Process Mapping, the authors offer a
strategy with the potential to revolutionize!" Anne Graham, PhD former
Editor in Chief, Internal Audit magazine and current Managing Director of Educational and
Member Services, AACSB International
"Jacka and Keller
have found a way to bring to life two critical components of auditing communication
and comprehension. The book enables the Process Mapping facilitator to provide a delivery
mechanism that reaches the heart of a customer-focused consulting approach. Throughout the
discussion on Process Mapping, the reader is able to visualize practical applications with
ease. This approach addresses the ever-evading theme in corporate environments
segmentation. Jacka and Keller demonstrate how effective Process Mapping can be in
teaching entire units of an organization how their job function impacts the product or
service being manufactured. Even the participants gain critical knowledge and come to
better understand the true value of their job."
Mark Brinkley, Assistant Director of Internal Audit American Century Investments
300 pages