Business Process Mapping: Improving Customer Satisfaction
Whether you are looking for a way to createefficiencies, analyze the work that is being done, or provide better customer service or innovation, you are ultimately looking for a tool to better understand processes. A full and complete introduction toorganizational processes, growth, and businesstransformation,Business Process Mapping: Improving Customer Satisfaction, Second Editionis that tool.Now providing more detailed work and examples related to customer mapping and enterpriserisk management (ERM), the Second Editionfocuses particularly on how objectives, risks, andkey performance indicators are fundamental tounderstanding and analyzing processes. Its case studies and a wide range of new tools, including RACI matrices, "spaghetti" maps, and the use of control flowcharts, enhance and enrich the basic work done to get you successfully mapping using a more robust approach to process analysis.Starting with a concept that is the cornerstone of moviemaking-storyboarding-the Second Editionwalks you through the steps used in processmapping, including: