Business process mapping workbook : improving customer satisfaction (Record no. 49303)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 04338 a2200181 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780470446287 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.53 |
| Item number | JAC |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Jacka, J. Mike |
| 245 ## - TITLE STATEMENT | |
| Title | Business process mapping workbook : improving customer satisfaction |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | New Jersey |
| Name of publisher, distributor, etc | John Wiley & Sons |
| Date of publication, distribution, etc | 2009 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | vii,255p. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | CONTENTS<br/>Preface vii<br/>Chapter 1 Process Mapping: An Introduction.<br/>Process Identification.<br/>Information Gathering.<br/>Interviewing and Map Generation.<br/>Analyzing the Data.<br/>Customer Mapping.<br/>Spaghetti Maps and RACI Matrices.<br/>JayKayCo Case Study.<br/>Chapter 2 Drilling Down into the Process.<br/>Process Defined.<br/>Exercise 2.1 Identifying Inputs, Transformations, and Outputs.<br/>Processes, Units, Tasks, and Actions.<br/>Exercise 2.2 Identifying Units within a Process.<br/>Identifying Inputs and Outputs to Units.<br/>Exercise 2.3 Unit Inputs and Outputs.<br/>Defining Task and Action Levels.<br/>Exercise 2.4 Identifying Tasks, Actions, and the Related Inputs and Outputs.<br/>Comprehensive Example.<br/>Exercise 2.5 Drilling Down a Human Resources Example.<br/>Solutions.<br/>Chapter 3 Process Identification.<br/>Finding the Story.<br/>Exercise 3.1 Identifying the Process Trigger.<br/>Exercise 3.2 Determining Which Actions Are Trigger Points.<br/>Exercise 3.3 Identifying All Customer Trigger Points.<br/>Identifying Company Processes.<br/>Exercise 3.4 Naming the Processes.<br/>Exercise 3.5 Naming All Potential Triggers.<br/>Business Process Timeline Worksheets.<br/>Exercise 3.6 Supporting Processes.<br/>Exercise 3.7 Additional Supporting Processes.<br/>Comprehensive Example.<br/>Exercise 3.8 Defining the Hiring Process.<br/>Solutions.<br/>Chapter 4 Information Gathering.<br/>Describe the Process.<br/>Exercise 4.1 Improving Process Descriptions.<br/>Exercise 4.2 Providing Process Descriptions.<br/>Identify the Process and Unit Owners.<br/>Exercise 4.3 Matching Owners to Processes.<br/>Interviewing the Process and Unit Owners.<br/>Exercise 4.4 Identifying Good Objectives.<br/>Exercise 4.5 Writing Objectives.<br/>Exercise 4.6 Identifying Risks.<br/>Exercise 4.7 Determining Risks to Objectives.<br/>Exercise 4.8 Identifying Key Controls.<br/>Exercise 4.9 Identifying Measures of Success.<br/>Process Profile Worksheet.<br/>Comprehensive Example.<br/>Exercise 4.10 Completing the Process Profile Worksheet.<br/>Solutions.<br/>Chapter 5 Interviewing and Map Generation.<br/>Interviewing.<br/>Map Generation.<br/>Exercise 5.1 Process Mapping Basics.<br/>Exercise 5.2 Decision Trees.<br/>Exercise 5.3 Verb/Noun Format.<br/>Exercise 5.4 A Simple Process Map.<br/>Exercise 5.5 Building Your First Complete Map.<br/>Comprehensive Example.<br/>Exercise 5.6 Putting It All Together.<br/>Solutions.<br/>Chapter 6 Building the Map.<br/>A Comprehensive Example.<br/>Exercise 6.1 Mapping the Hiring Process.<br/>Solutions.<br/>Chapter 7 Analysis of the Process Maps.<br/>Review the Process Profile Worksheet.<br/>Review the Process Map.<br/>Exercise 7.1 Analyzing Approvals.<br/>Exercise 7.2 Analyzing Process Map Loops.<br/>Exercise 7.3 Analyzing Delays, Rework, and Handoffs.<br/>Exercise 7.4 Analyzing the Forms.<br/>Exercise 7.5 Analyzing Unfinished Activities.<br/>Exercise 7.6 Analyzing the Hiring Process.<br/>Solutions.<br/>Chapter 8 Customer Mapping.<br/>Steps of Customer Mapping.<br/>Defining the Job.<br/>Exercise 8.1 Defining the Job.<br/>Identifying Key Tasks and Actions.<br/>Exercise 8.2 Identifying Key Tasks.<br/>Actions, Inputs, and Outputs.<br/>Exercise 8.3 Actions, Inputs, and Outputs.<br/>Measures of Success.<br/>Exercise 8.4 Determining Measures of Success.<br/>Ranking Measures and Determining Success.<br/>Customer Profile Worksheet.<br/>Exercise 8.5 Completing the Customer Profile Worksheet.<br/>Creating the Customer Map.<br/>Exercise 8.6 Building a Customer Map.<br/>Exercise 8.7 A Comprehensive Customer Mapping Project.<br/>Solutions.<br/>Chapter 9 Spaghetti Maps and RACI Matrices.<br/>Spaghetti Maps.<br/>Identifying the Key Steps.<br/>Exercise 9.1 Identifying the Key Steps.<br/>Building the Actual Map.<br/>Exercise 9.2 Building the As Is Spaghetti Map.<br/>Analyzing the Spaghetti Map.<br/>Exercise 9.3 Building the To Be Map.<br/>Exercise 9.4 Spaghetti Mapping the Hiring Process.<br/>RACI Matrices.<br/>Exercise 9.5 Determining Responsibilities.<br/>Building the RACI Matrix.<br/>Exercise 9.6 Building a RACI Matrix.<br/>Analyzing the RACI Matrix.<br/>Exercise 9.7 Analyzing the RACI Matrix.<br/>Solutions.<br/>Epilogue.<br/><br/> |
| 600 ## - SUBJECT ADDED ENTRY--PERSONAL NAME | |
| 9 (RLIN) | 60299 |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Keller, Paulette J. |
| 890 ## - Country | |
| Country | USA |
| 891 ## - Topic | |
| Topic | FM |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection code | Withdrawn status | Home library | Current library | Date acquired | Source of acquisition | Cost, normal purchase price | Total Checkouts | Full call number | Barcode | Date last seen | Date last borrowed | Cost, replacement price | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Faculty of Management | CEPT Library | CEPT Library | 02/09/2018 | Astha Book Agency | 2840.00 | 1 | 658.53 JAC | 019428 | 15/09/2018 | 09/09/2018 | 3550.00 | 08/06/2018 | Book |