Now fully revised and updated-a powerful, customer-focused tool for business improvement Now in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that process to be more effective, and ensures that true value is being provided to customers. From management to internal auditor to external consultant, the new edition includes more detailed work and examples related to ERM practices, particularly focusing on how objectives, risks, and key performance indicators are fundamental to understanding and…mehr
Now fully revised and updated-a powerful, customer-focused tool for business improvement
Now in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that process to be more effective, and ensures that true value is being provided to customers. From management to internal auditor to external consultant, the new edition includes more detailed work and examples related to ERM practices, particularly focusing on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. As well, new tools are included toward enhancing and enriching the basic work done with process mapping.
J. Mike Jacka, CPA, CIA, CFE, CPCU (Phoenix, AZ), is Senior Manager over Special Projects at Farmers Insurance Internal Audit. Paulette J. Keller (Phoenix, AZ) is the Audit Director of Audit Technology and Support at Farmers Insurance Internal Audit.Hinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.
J. MIKE JACKA, CPA, CIA, CFE, CPCU, has over twenty-five years' experience in internal audit. In his current role as Senior Audit Manager over Special Projects at Farmers Audit Insurance, he identifies and develops processes, programs, and procedures that help provide greater value to internal audit's customers. He has written numerous articles for professional publications and is a popular speaker on many subjects related to internal auditing. PAULETTE J. KELLER, CPA, CIA, MBA, has worked in the insurance industry for over twenty-five years. Most of that time has been in internal audit, but she has also worked with Claims, Quality Control, and Life Company Special Projects. Currently, she is the Director of Audit Data Analytics with Farmers Insurance where she has responsibility for coordinating the retrieval and analysis of company data to be used in all audit analysis, including the embedding of data analytics throughout the audit work. She is a sought-after speaker and instructor in such areas as operational auditing, value-added approaches, and data analytics.
Inhaltsangabe
Preface xi Introduction 1 Pinocchio and the World of Business 1 Chapter 1 What Is This Thing Called Process Mapping? 5 Who Cares about Processes, Anyway? 5 "Tell Me a Story": Analyzing the Process 6 Benefits 7 The Process of Process Mapping 12 Process Defined 16 Drilling Down the Movie 17 Business Processes as Movies 21 A Real Business Example 25 Recap 30 Key Analysis Points 31 Chapter 2 Process Identification 33 What Do You See? 33 Finding the Story 36 Trigger Events 37 Naming the Major Processes 41 Process Timelines 43 Customer Experience Analysis 46 Recap 49 Key Analysis Points 51 Chapter 3 Information Gathering 53 What You Need to Know and Where You Go to Learn It 53 Preliminary Information 54 Process Identification 55 Process Description Overview 56 Identifying the Process Owners 57 Meeting with the Process Owners 59 What to Discuss 62 Process Profile Worksheet 71 Meeting with the Unit Owners 77 Workflow Surveys 78 Data Gathering 80 Recap 83 Key Analysis Points 85 Chapter 4 Interviewing and Map Generation 87 Creating the Storyboard (Finally) 87 Ground Rules 88 Sticky-Note Revolution 92 Basic Rules 94 Conducting the Interviews 99 Creating a Final Map 101 Example 102 Recap 111 Key Analysis Points 112 Chapter 5 Map Generation: An Example 115 Try It-You'll Like It 115 Unit Level 116 Task Level 117 Action Level 122 Recap 144 Key Analysis Points 144 Chapter 6 Analysis 147 Into the Editing Room 147 Triggers and False Triggers 148 Inputs and Outputs 150 Process Ownership 153 Business Objective 155 Business Risks 155 Key Controls 157 Measures of Success 158 Analyzing the Actual Maps 159 Cycle Times 169 Finalizing the Project 170 Recap and Key Analysis Points 172 Chapter 7 Map Analysis: An Example 175 This Is Only an Attempt 175 Process Profile Worksheet 175 Analyzing the Maps 185 The Bigger Picture 203 Recap and Key Analysis Points 204 Chapter 8 Pitfalls and Traps 205 Challenges 205 Mapping for Mapping's Sake 205 Lost in the Details 207 Penmanship Counts 209 Round and Round, Up and Down 210 Failure to Finalize 211 Letting the Customer Define the Process 213 Leading the Witness 214 Verifying the Facts 216 Do Not Forget the Customers 217 Recap 218 Key Analysis Points 220 Chapter 9 Customer Mapping 223 Identify Jobs the Customer Wants to Get Done 223 Customer Mapping versus Process Mapping 225 The Steps of Customer Mapping 225 The Customer Profile Worksheet 231 Customer Mapping Example 233 WeTrainU Customer Mapping Example 240 Spaghetti Maps 247 Recap 251 Key Analysis Points 252 Chapter 10 RACI Matrices 255 Process versus Authority 255 How Do I Know There's a Problem? 256 What Is a RACI Matrix? 257 Analyzing the RACI Matrix 259 Expense Payment Process Example 261 RACI Matrix to Process Map 265 Process Map to RACI Matrix 270 Recap 273 Key Analysis Points 274 Chapter 11 Enterprise Risk Management and Process Mapping 277 Efficiency versus Effectiveness 277 Enterprise Risk Management: A Primer 278 And Now for Process Mapping 281 The Internal Environment 287 Objective Setting 291 Event Identification 295 Risk Assessment 299 Risk Response 302 Control Activities 304 Information and Communication 306 Monitoring 307 Recap 309 Chapter 12 Where Do We Go from Here? 311 Additional Applications 311 Control Self-Assessment 312 Re-Engineering 313 Training 314 That's Not All, Folks! 316 Index 319
Preface xi Introduction 1 Pinocchio and the World of Business 1 Chapter 1 What Is This Thing Called Process Mapping? 5 Who Cares about Processes, Anyway? 5 "Tell Me a Story": Analyzing the Process 6 Benefits 7 The Process of Process Mapping 12 Process Defined 16 Drilling Down the Movie 17 Business Processes as Movies 21 A Real Business Example 25 Recap 30 Key Analysis Points 31 Chapter 2 Process Identification 33 What Do You See? 33 Finding the Story 36 Trigger Events 37 Naming the Major Processes 41 Process Timelines 43 Customer Experience Analysis 46 Recap 49 Key Analysis Points 51 Chapter 3 Information Gathering 53 What You Need to Know and Where You Go to Learn It 53 Preliminary Information 54 Process Identification 55 Process Description Overview 56 Identifying the Process Owners 57 Meeting with the Process Owners 59 What to Discuss 62 Process Profile Worksheet 71 Meeting with the Unit Owners 77 Workflow Surveys 78 Data Gathering 80 Recap 83 Key Analysis Points 85 Chapter 4 Interviewing and Map Generation 87 Creating the Storyboard (Finally) 87 Ground Rules 88 Sticky-Note Revolution 92 Basic Rules 94 Conducting the Interviews 99 Creating a Final Map 101 Example 102 Recap 111 Key Analysis Points 112 Chapter 5 Map Generation: An Example 115 Try It-You'll Like It 115 Unit Level 116 Task Level 117 Action Level 122 Recap 144 Key Analysis Points 144 Chapter 6 Analysis 147 Into the Editing Room 147 Triggers and False Triggers 148 Inputs and Outputs 150 Process Ownership 153 Business Objective 155 Business Risks 155 Key Controls 157 Measures of Success 158 Analyzing the Actual Maps 159 Cycle Times 169 Finalizing the Project 170 Recap and Key Analysis Points 172 Chapter 7 Map Analysis: An Example 175 This Is Only an Attempt 175 Process Profile Worksheet 175 Analyzing the Maps 185 The Bigger Picture 203 Recap and Key Analysis Points 204 Chapter 8 Pitfalls and Traps 205 Challenges 205 Mapping for Mapping's Sake 205 Lost in the Details 207 Penmanship Counts 209 Round and Round, Up and Down 210 Failure to Finalize 211 Letting the Customer Define the Process 213 Leading the Witness 214 Verifying the Facts 216 Do Not Forget the Customers 217 Recap 218 Key Analysis Points 220 Chapter 9 Customer Mapping 223 Identify Jobs the Customer Wants to Get Done 223 Customer Mapping versus Process Mapping 225 The Steps of Customer Mapping 225 The Customer Profile Worksheet 231 Customer Mapping Example 233 WeTrainU Customer Mapping Example 240 Spaghetti Maps 247 Recap 251 Key Analysis Points 252 Chapter 10 RACI Matrices 255 Process versus Authority 255 How Do I Know There's a Problem? 256 What Is a RACI Matrix? 257 Analyzing the RACI Matrix 259 Expense Payment Process Example 261 RACI Matrix to Process Map 265 Process Map to RACI Matrix 270 Recap 273 Key Analysis Points 274 Chapter 11 Enterprise Risk Management and Process Mapping 277 Efficiency versus Effectiveness 277 Enterprise Risk Management: A Primer 278 And Now for Process Mapping 281 The Internal Environment 287 Objective Setting 291 Event Identification 295 Risk Assessment 299 Risk Response 302 Control Activities 304 Information and Communication 306 Monitoring 307 Recap 309 Chapter 12 Where Do We Go from Here? 311 Additional Applications 311 Control Self-Assessment 312 Re-Engineering 313 Training 314 That's Not All, Folks! 316 Index 319
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