Business Process Mapping

Preface
Acknowledgments
Introduction
Pinocchio and the World of Business
Chapter 1: What Is This Thing Called Process Mapping
Who Cares about Processes Anyway
"Tell Me a Story": Analyzing the Process
Benefits
The Process of Process Mapping
Process Identification
Data Gathering
Interviewing and Map Generation
Analyzing the Data
Presentation
Process Defined
"Drilling Down" the Movie
Business Processes as Movies
A Real Business Example
Recap
Key Analysis Points
Chapter 2: Process Identification
What Do You See
Finding the Story
Trigger Events
Naming the Major Processes
Process Time Lines
Customer Experience Analysis
Recap
Key Analysis Points
Chapter 3: Information Gathering
What You Need to Know and Where You Go to Learn It
Preliminary Information
Process Identification
Process Description Overview
Identifying the Process Owners
Meeting with the Process Owners
What to Talk About
Process Profile Work Sheet
Meeting with the Unit Owners
Work Flow Surveys
Data Gathering
Recap
Key Analysis Points
Chapter 4: Interviewing and Map Generation
Creating the Storyboard (Finally)
Ground Rules
Sticky-Note Revolution
Basic Rules
Conducting the Interviews
Creating a Final Map
Example
Recap
Key Analysis Points
Chapter 5: Map Generation: An Example
Try It--You'll Like It
Unit Level
Task Level
Action Level
Recap
Key Analysis Points
Chapter 6: Analysis
Into the Editing Room
Triggers and False Triggers
Inputs and Outputs
Process Ownership
Business Objective
Business Risks
Key Controls
Measures of Success
Analyzing the Actual Maps
Cycle Times
Finalizing the Project
Recap and Key Analysis Points
Chapter 7: Map Analysis: An Example
This Is Only an Attempt
Process Profile Work Sheet
Analyzing the Maps
The Bigger Picture
Recap and Key Analysis Points
Chapter 8: Pitfalls and Traps
Challenges
Mapping for Mapping's Sake
Lost in the Details
Penmanship Counts
Round and Round--Up and Down
Failure to Finalize
Letting

J. Mike Jacka, CPA, CIA, CFE, CPCU, has over twenty-five years' experience in internal audit. In his current role as Senior Audit Manager over Special Projects at Farmers Audit Insurance, he identifies and develops processes, programs, and procedures that help provide greater value to internal audit's customers. He has written numerous articles for professional publications and is a popular speaker on many subjects related to internal auditing.
 
Paulette J. Keller, CPA, CIA, MBA, has worked in the insurance industry for over twenty-five years. Most of that time has been in internal audit, but she has also worked with Claims, Quality Control, and Life Company Special Projects. Currently, she is the Director of Audit Data Analytics with Farmers Insurance where she has responsibility for coordinating the retrieval and analysis of company data to be used in all audit analysis, including the embedding of data analyticsthroughout the audit work. She is a sought-after speaker and instructor in such areas as operational auditing, value-added approaches, and data analytics.