Business Process Mapping

TABLE OF CONTENTS
Preface xi
Introduction 1 Pinocchio and the World of Business
Chapter 1 What Is This Thing Called Process Mapping?
Chapter 2 Process Identification
Chapter 3 Information Gathering
Chapter 4 Interviewing and Map Generation
Chapter 5 Map Generation: An Example
Chapter 6 Analysis 147
Chapter 7 Map Analysis: An Example
Chapter 8 Pitfalls and Traps
Chapter 9 Customer Mapping
Chapter 10 RACI Matrices
Chapter 11 Enterprise Risk Management and Process
Chapter 12 Where Do We Go from Here?
Index