Business Process MappingWorkbook

IMPROVING CUSTOMERSATISFACTION

J. Mike JackaPaulette J. Keller

WILEYJohn Wiley 8c Sons, Inc.

Contents

Preface

Chapter 1

Chapter 2

Process Mapping: An IntroductionProcess IdentificationInformation GatheringInterviewing and Map GenerationAnalyzing the DataCustomer MappingSpaghetti Maps and RACI MatricesJayKayCo Case Study

Drilling Down into the ProcessProcess Defined

Exercise 2.7 Identifying Inputs,Transformations, and Outputs

Processes, Units, Tasks, and Actions

Exercise 2.2 Identifying Units within a Process

Identifying Inputs and Outputs to Units

Exercise 2.3 Unit Inputs and Outputs

Defining Task and Action Levels

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

VII

1

2345679

19

20

21

22

23

24

24

25

25

iii

iv Contents

Comprehensive Example 27

Exercise 2.5 Drilling Down a HumanResources Example 27

Solutions 32

Chapter 3 Process Identification 49Finding the Story 51

Exercise 3.7 Identifying the Process Trigger 51Exercise 3.2 Determining Which Actions

Are Trigger Points 52Exercise 3.3 Identifying All Customer Trigger Points 53

Identifying Company Processes 54

Exercise 3.4 Naming the Processes 54Exercise 3.5 Naming All Potential Triggers 55

Business Process Timeline Worksheets 56

Exercise 3.6 Supporting Processes 56Exercise 3.7 Additional Supporting Processes 58

Comprehensive Example 59

Exercise 3.8 Defining the Hiring Process 59

Solutions , 63

Chapter 4 Information Gathering 75Describe the Process 77

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

Identify the Process and Unit Owners 79

Exercise 4.3 Matching Owners to Processes 79

Interviewing the Process and Unit Owners 80

Exercise 4.4 Identifying Good Objectives 80Exercise 4.5 Writing Objectives 81Exercise 4.6 Identifying Risks 82Exercise 4.7 Determining Risks to Objectives 82Exercise 4.8 Identifying Key Controls 83Exercise 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 103Interviewing 104Map Generation 106

Exercise 5.7 Process Mapping Basics 108Exercise 5.2 Decision Trees 111Exercise 5.3 Verb/Noun Format 111Exercise 5.4 A Simple Process Map 115Exercise 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 139A Comprehensive Example 140

Exercise 6.1 Mapping the Hiring Process 140

Solutions 155

Chapter 7 Analysis of the Process Maps 167Review the Process Profile Worksheet 168

Review the Process Map 169

Exercise 7.1 Analyzing Approvals 169Exercise 7.2 Analyzing Process Map Loops 170Exercise 7.3 Analyzing Delays, Rework,

andHandoffs 171Exercise 7.4 Analyzing the Forms 172Exercise 7.5 Analyzing Unfinished Activities 173Exercise 7.6 Analyzing the Hiring Process 174

Solutions 177

Chapter 8 Customer Mapping 187Steps of Customer Mapping 189

Defining the Job 190

Exercise 8.1 Defining the Job 190

Identifying Key Tasks and Actions 191

VI Contents

Exercise 8.2 Identifying Key Tasks 191

Actions, Inputs, and Outputs 192

Exercise 8.3 Actions, Inputs, and Outputs 192

Measures of Success 194

Exercise 8.4 Determining Measures of Success 194

Ranking Measures and Determining Success 196

Customer Profile Worksheet 197

Exercise 8.5 Completing the Customer ProfileWorksheet 197

Creating the Customer Map 199

Exercise 8.6 Building a Customer Map 201Exercise 8.7 A Comprehensive Customer

Mapping Project 201

Solutions 207

Chapter 9 Spaghetti Maps and RACI Matrices 223Spaghetti 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 229Exercise 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