Erst wenn Unternehmen ihre entscheidenden Geschäftsprozesse analysieren und verbessern, sind sie in der Lage, ihre internen und externen Kunden auf höchstem Serviceniveau zu bedienen. "Business Process Mapping" ist ein praktischer Leitfaden, der die Tools bereitstellt, mit deren Hilfe Geschäftsprozesse und Unternehmensziele miteinander in Einklang gebracht werden können. Er vermittelt anschaulich, wie Unternehmen mit Hilfe des Business Process Mapping die Kundenzufriedenheit steigern können. Business Process Mapping ist ein holistischer Ansatz zur Analyse entscheidender Beziehungen, Kontrollen, Wirkungen und Ergebnisse. Die Autoren erläutern ausführlich und verständlich, was diese Geschäftsprozess-Analyse für ein Unternehmen leistet und geben praktische Anwendungsbeispiele für jede Analysestufe. "Business Process Mapping" - der ultimative Wegweiser zu einem ausgeprägt kundenorientierten (und damit erfolgreicheren) Unternehmen.
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.
Introduction: Pinocchio and the World of Business.
Chapter 1: Defining and Redefining Process.
Who Cares About Processes Anyway?
"Tell Me a Story"-Analyzing the Process.
Benefits.
Process Defined.
"Drilling Down" the Movie.
Business Processes as Movies.
A Real Business Example.
Recap.
Key Analysis Points.
Note.
Chapter 2: What Is This Thing Called Process Mapping?
But Wait, There's More.
Triggers.
Time Analysis.
Error Rate.
Focusing the Lens.
The Process of Process Mapping.
Process Identification.
Data Gathering.
Interviewing and Map Generation.
Analyzing the Data.
Presentation.
Recap.
Key Analysis Points.
Chapter 3: Process Identification.
What Do You See?
Finding the Story.
Trigger Events.
Naming the Major Processes.
Process Time Lines.
Customer Experience Analysis.
Recap.
Key Analysis Points.
Notes.
Chapter 4: Information Gathering.
What You Need to Know and Where You Go to Learn It.
Preliminary Information.
Process Identification.
Process Description Overview.
Identifying the Process Owners.
Meeting with the Process Owners.
What to Talk About.
Process Profile Work Sheet.
Meeting with the Unit Owners.
Work Flow Surveys.
Data Gathering.
Recap.
Key Analysis Points.
Chapter 5: Interviewing and Map Generation.
Creating the Storyboard (Finally).
Ground Rules.
Sticky-Note Revolution.
Basic Rules.
Conducting the Interviews.
Creating a Final Map.
Example.
Recap.
Key Analysis Points.
Chapter 6: Map Generation: An Example.
Try It -You'll Like It.
Unit Level.
Task Level.
Action Level.
Recap.
Key Analysis Points.
Chapter 7: Analysis.
Into the Editing Room.
Triggers and False Triggers.
Inputs and Outputs.
Process Ownership.
Business Objective.
Business Risks.
Key Controls.
Measures of Success.
Analyzing the Actual Maps.
Cycle Times.
Finalizing the Project.
Recap and Key Analysis Points.
Notes.
Chapter 8: Map Analysis: An Example.
This Is Only an Attempt.
Process Profile Work Sheet.
Analyzing the Maps.
The Bigger Picture.
Recap and Key Analysis Points.
Chapter 9: Pitfalls and Traps.
Challenges.
Mapping for Mapping's Sake.
Lost in the Details.
Round and Round-Up and Down.
Failure to Finalize.
Letting the Customer Define the Process.
Leading the Witness.
Verifying the Facts.
Do Not Forget the Customers.
Recap.
. Key Analysis Points.
Chapter 10: Where Do We Go from Here?
Additional Applications.
Risk Assessment.
Training.
That's Not All Folks.
Note.
Index.
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.
Introduction: Pinocchio and the World of Business.
Chapter 1: Defining and Redefining Process.
Who Cares About Processes Anyway?
"Tell Me a Story"-Analyzing the Process.
Benefits.
Process Defined.
"Drilling Down" the Movie.
Business Processes as Movies.
A Real Business Example.
Recap.
Key Analysis Points.
Note.
Chapter 2: What Is This Thing Called Process Mapping?
But Wait, There's More.
Triggers.
Time Analysis.
Error Rate.
Focusing the Lens.
The Process of Process Mapping.
Process Identification.
Data Gathering.
Interviewing and Map Generation.
Analyzing the Data.
Presentation.
Recap.
Key Analysis Points.
Chapter 3: Process Identification.
What Do You See?
Finding the Story.
Trigger Events.
Naming the Major Processes.
Process Time Lines.
Customer Experience Analysis.
Recap.
Key Analysis Points.
Notes.
Chapter 4: Information Gathering.
What You Need to Know and Where You Go to Learn It.
Preliminary Information.
Process Identification.
Process Description Overview.
Identifying the Process Owners.
Meeting with the Process Owners.
What to Talk About.
Process Profile Work Sheet.
Meeting with the Unit Owners.
Work Flow Surveys.
Data Gathering.
Recap.
Key Analysis Points.
Chapter 5: Interviewing and Map Generation.
Creating the Storyboard (Finally).
Ground Rules.
Sticky-Note Revolution.
Basic Rules.
Conducting the Interviews.
Creating a Final Map.
Example.
Recap.
Key Analysis Points.
Chapter 6: Map Generation: An Example.
Try It -You'll Like It.
Unit Level.
Task Level.
Action Level.
Recap.
Key Analysis Points.
Chapter 7: Analysis.
Into the Editing Room.
Triggers and False Triggers.
Inputs and Outputs.
Process Ownership.
Business Objective.
Business Risks.
Key Controls.
Measures of Success.
Analyzing the Actual Maps.
Cycle Times.
Finalizing the Project.
Recap and Key Analysis Points.
Notes.
Chapter 8: Map Analysis: An Example.
This Is Only an Attempt.
Process Profile Work Sheet.
Analyzing the Maps.
The Bigger Picture.
Recap and Key Analysis Points.
Chapter 9: Pitfalls and Traps.
Challenges.
Mapping for Mapping's Sake.
Lost in the Details.
Round and Round-Up and Down.
Failure to Finalize.
Letting the Customer Define the Process.
Leading the Witness.
Verifying the Facts.
Do Not Forget the Customers.
Recap.
. Key Analysis Points.
Chapter 10: Where Do We Go from Here?
Additional Applications.
Risk Assessment.
Training.
That's Not All Folks.
Note.
Index.