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S'està carregant… Business Process Mapping: Improving Customer Satisfaction (2002)de J. Mike Jacka, Paulette J. Keller
   Cap No hi ha cap discussió a Converses sobre aquesta obra.  figre | Jan 14, 2007 |  Sense ressenyes | afegeix-hi una ressenya
Praise for Business Process Mapping IMPROVING Customer Satisfaction SECOND EDITION "A must-read for anyone performing business process mapping! This treasure shares step-by-step approaches and critical success factors, based on years of practical, customer-focused experience. A real winner!" --Timothy R. Holmes, CPA, former General Auditor, American Red Cross "Paulette and Mike make extensive use of anecdotes and real-life examples to bring alive the topic of business process mapping. From the outset, this book will engage you and draw you into the world of business process mapping. Who would have thought that reading about business process mapping could make you smile? Well, Mike and Paulette can make it happen! Within each chapter, the authors provide detailed examples and exhibits used to document a process. Each chapter also includes a 'Recap' and 'Key Analysis Points' which enable the reader to distill the highlights of the chapter." --Barbara J. Muller, CPA, CFE, Senior Lecturer, School of Accountancy, W. P. Carey School of Business, Arizona State University "Keller and Jacka cut through the drudgery of process mapping with a path-breaking approach that enables the reader to better understand processes, how they work and how they work together toward successful achievement of business objectives. With great style and flair, this book will provide you with a different way of thinking and new tools to assist you in process analysis and improvement. This book is a must-read for auditors, risk managers, quality improvement management, and business process engineers." --Dean Bahrman, VP and Internal Audit Director (Retired), Global Financial Services Companies "Mike Jacka and Paulette Keller show their expertise with the application of business process mapping in increasing customer service and satisfaction in this updated and expanded edition of this popular book. With clear, practical examples and applications, this book shows the writing talents of both authors, and it will be used over and over by those from all lines of industries and professions. Kudos for a job well done!" --Joan Pastor, PhD, Founding Partner, Licensed Industrial-Organizational Psychologist, JPA International, Inc., Beverly Hills, California No s'han trobat descripcions de biblioteca. |
Autor de LibraryThingJ. Mike Jacka és un autor/a de LibraryThing, un autor/a que afegeix la seva biblioteca personal a LibraryThing. Debats actualsCapCobertes populars
 Google Books — S'està carregant…GèneresClassificació Decimal de Dewey (DDC)658.812Technology Management and auxiliary services Management Of MarketingLCC (Clas. Bibl. Congrés EUA)ValoracióMitjana: (3)
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Actually, most people I’ve talked to find it useful. It comes from work Paulette Keller and I did while trying to find better ways to analyze processes toward finding efficiencies, etc. What I think works is the mixture of real world stories with some practical examples the reader can work through. Blah-blah-blah.
Not that anyone asked, but here’s how it started. Paulette and I had done some work and put out an article on the subject in Internal Auditor magazine. Shortly thereafter, we got a number of requests for additional material on the subject. We quickly found there was none and got the idea for a book. Having absolutely no idea what we were doing, we happened to meet a publisher with Wiley and Sons at a trade fair who gave us his card. With nothing more than the article, an outline, and a few e-mails of people wanting more, we submitted a proposal. They accepted and followed with a contract. Being smarter than we look, we got an attorney. In discussions with the attorney we learned just how amazing our approach was – no one gets a book deal that way. At any rate, the attorney looked at the contract and explained, “There are three types of contracts from publishers: ‘A’ contracts for the well-established authors, ‘B’ contracts for those with some experience, and ‘C’ contracts for newer authors. What you seem to have…” and she held for a beat, just to increase the dramatic tension, “…is a ‘D’ contract.” However, she took over and got us a good deal. What was interesting about the delays this caused is that we really had to write the book in about 3 months. (“Why weren’t you working anyway?” you might ask. Procrastination and the use of deadlines is an interesting problem for many of us.) So the book is out and apparently continues to do well. Damning with faint praise, after the book had been out a year the publisher told us it was doing very well for an internal audit book. Which also speaks to a problem they seem to be having – it is a business book, a way for everyone to analyze their processes, not just an internal audit book.
One other quick note. We just got a copy of the book translated into Chinese. That has to be about the coolest thing I’ve ever seen. (