Business Process Mapping: Improving Customer Satisfaction
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Book Overview
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.
Format:Hardcover
Language:English
ISBN:0471079774
ISBN13:9780471079774
Release Date:January 2002
Publisher:John Wiley & Sons
Length:300 Pages
Weight:1.46 lbs.
Dimensions:1.1" x 6.3" x 9.4"
Customer Reviews
3 ratings
Customers Perspective
Published by Thriftbooks.com User , 15 years ago
I've been a BPM novice for my small company for many years. This book quickly normalized my approach and made me much more confident in setting out to BPM higher level functions rather than just workflows of specific processes / jobs. This book is great for small business owners, department managers, and CRM / software developers. The latter because it's written as if the reader were an outside consultant. Developers can quickly wrap their minds around a clients needs by using a few basic exercises in this book. Buy it.
Precise Methods for Gathering Process Data
Published by Thriftbooks.com User , 18 years ago
I'm an educator in a midwest insurance company so I related easily to the author's examples which are based on Farmer's Insurance. It is easy to recognize the author's auditing background because their methods are precise and complete. I will use their written experience to conduct classes of my own. I have two observations from the book: 1. Entity types are identified as Process, Unit, Task, and Action. These correspond to Process, Subprocess, Activity, and Step which are somewhat better known; 2. The examples and case study of insurance applications will appeal to those in an identical or similar industry.
Provides step by step guidance
Published by Thriftbooks.com User , 23 years ago
I have been looking for an effective analytical tool that would help me make get a good understanding of my company's business processes. This book hit the mark by providing me with step by step guidance. Especially helpful was the expense payment process example as well as the hints it provides on what to avoid while performing a process mapping. Overall it was worth the money.
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