Business Process Mapping: Improving Customer Satisfaction, by J. Mike, Keller, Paulette J. Jacka

By J. Mike, Keller, Paulette J. Jacka

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Extra resources for Business Process Mapping: Improving Customer Satisfaction, 2nd Edition

Sample text

This time, while still at the scene of the accident you call that number. The person on the phone says the company will have a claims representative to you in 10 minutes. He will have a rental vehicle delivered, find a repair facility for your vehicle, have your vehicle transported, and assist you in obtaining prompt and immediate treatment if you are injured. The claims representative arrives in five minutes and first asks about your injuries. He gives you a list of physicians you can see at no cost to you.

A process name may already exist and be obvious for the event. If so, you are in luck. If not, you must put on your creativity hat and come up 42 Business Process Mapping with a descriptive name for the overall process. Keep in mind that there may be several units making up the process, but you are trying to first identify the overall major business processes. 1). The title of the form should be the area of the business being reviewed. The first column is a list of all the trigger events corresponding to the scenes encountered by the customer.

Sometimes it can be tough, but it is good to get into the habit as soon as possible. Finally, there is procedure that underlies every action. ” Other procedures may not be as explicit. ). This is the act of drilling down, finding the processes within the processes. The degree of drill down is at the discretion of the reviewer. Likewise, the reviewer determines how broadly the overall process should be defined. But, whatever that level, an understanding of the layers of the process is a prerequisite of understanding the full process.

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