04 Feb Business Process Mapping: Improving Customer Satisfaction, 2nd Edition

Year of Publication: 2009
Member Price: RM 385
Non Member Price: RM 465

Starting with a concept that is the cornerstone of moviemaking—storyboarding—the Second Edition walks you through the steps used in process mapping, including:

  • Working with the client to ensure that everyone has a full understanding of the processes involved.
  • Learning the underlying concepts behind the process such as objectives, risks, and key controls.
  • Building the actual maps that are the cornerstone of this approach.
  • Using various approaches to help determine how to make the process better.


This practical book discusses the complete cycle of business process mapping and links business objectives, risks, and measures of success to the processes being mapped. In addition, the Second Edition now includes questionnaires, process analysis worksheets, hierarchy/owner maps, and specific techniques to be used in developing effective process maps.

Ultimately, process mapping is a dynamic analytical technique meant to make your business run better. Drawing on their unique experience and expertise in the area of business process mapping, authors Mike Jacka and Paulette Keller reveal their simple yet powerful approach to process mapping as an effective analysis tool—whether you are working within the department, within the company, or externally. Its holistic approach transforms flowcharting into a powerful, customer-focused tool for business improvement.