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Business Process Mapping Workbook: Improving Customer Satisfaction

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MANAGING Customer Deductions.: An article from: Strategic Finance

This digital document is an article from Strategic Finance, published by Institute of Management Accountants on November 1, 2001. The length of the article is 1601 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: MANAGING Customer Deductions.
Author: Richard N. Lander
Publication: Strategic Finance (Refereed)
Date: November 1, 2001
Publisher: Institute of Management Accountants
Volume: 83 Issue: 5 Page: 38

Distributed by Thomson Gale

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Business Process Mapping: Improving Customer Satisfaction

Praise For Business Process Mapping: Improving Customer Satisfaction, Second Edition

"A must-read for anyone performing business process mapping! This treasure shares step-by-stepapproaches 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 ofbusiness process mapping. From the outset, this book will engage you and draw you into the worldof 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, theauthors 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 thatenables 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 youwith 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 businessprocess engineers."
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"Mike Jacka and Paulette Keller show their expertise with the application of business process mappingin 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 bothauthors, 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

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Symphony services and BMC Software customer showcase for innovation in engineering of product at the confluence of 2011

PALO ALTO, CA – (Marketwire – 7 March 2011) - against the backdrop of an increasingly urgent need among independent software vendors to maximize quality and innovation encouragement of product through its R & D organizationsSymphony services, today unveiled an ambitious program of the Conference in 2011 of Confluence, which will be held on March 11, 2011 in Silicon Valley. Symphony will be well represented at the Conference through presentations by an Executive of the company, as well as an important leader of R & D of BMC Software, both of which will be to educate the audience on solutions to overcome today is most pressing challenges of software development.

Alan Harlan, President of the Symphony of Software management solutions, it will be general information about the practices of contemporary development that software companies are now adopting to increase investments in new product development, accelerate the rate of product launch and improve the quality of the products and the experience of the end user. Alan Presentación is timely, taking into account all stages of the life cycle of product development - especially the management of quality, the important thing is to maximize the effectiveness of the R & D.

Senior analyst of Gartner firm recently concluded that although only 50 percent of the defects of software were withdrawn before the software in production, administration of the enterprise configuration and the costs of responding to incidents will be reduced by 75 percent eachleading to a savings of $5-$ 7 million for software vendors. By sharing their own recommendations of best practices, along with case studies from real customers, Alan clarify how the evolution of the processes of quality of products, such as today's highly automated software lifecycle management solutions, you can resolve the innovation many, cost and time to market challenges CTOs who are now eager to overcome.

Symphony and BMC Software, innovation in the Software life cycle management
Tarun Sharma, Vice President of R & D of BMC Software, has become a large part of the company products and management product on Symphony line operations. The Symphony Software lifecycle management services have played a key role in expanding revenues of several of the existing products of BMC significantly improving margins and profitability. As a key participant in the panel entitled "conduct of cost optimization and realization of increasing value in the development of distributed products", Tarun will share recommendations for deploying successful high value engineering resources to the most recent product innovations - without compromising the reliability and quality of existing products. Strategic, contemporary approach to Tarun software life-cycle management has helped to BMC to maintain its reputation as a strong brand and global market leadership position, and attendees will learn how their success can be repeated.

"Our significant presence in Confluence allows us to show our unique insight and award-winning service offerings designed to meet the most demanding challenges of R & D faced our international customers," said Harlan. "Presentations showing our leadership to deliver to existing customers of success stories, we are sure that confluence attendees will gain a deep understanding of the approaches to development of cutting edge that will help them significantly advance innovation and accelerate the delivery of high quality for the market nuevosproductos".

Survey says! Confluence assistants off sound
Symphony Services also carried out a survey online for attendees of Confluence to ensure the most recent reading on main products management challenges that have hampered innovation, delayed new versions of products or compromising the quality of the product. Symphony services will announce the results of the survey in a follow-up press release be issued after confluence concludes.

Members of the media who would like to schedule an interview with the Symphony of services and their clients, either in advance or in Confluence, should contact Rob Halpin at rhalpin@v2comms.com or + 1 617-314-2808.

About Symphony services
Symphony Services is a leader in software product engineering services. Recruitment of the innovative enterprise engineering outcome certainty ™ model offers a strict metrics-oriented approach, ensure complete alignment with customer business objectives. This methodology is proven to help customers achieve a range of objectives, improve product line revenue to increase customer satisfaction, increasing product innovations and reduce the time of departure to the market.

3,500 Employees worldwide support releases more than 1,200 annually, helping customers to drive unprecedented innovation while bringing predictability to costs, schedules and quality of external engineering process. Capacity of the services of the Symphony throughout the complete product development lifecycle maximize the return on investment for customers of engineering organizations while offering leading products on the market in Telecom, health, energyautomotive, electronic consumer, financial services and Internet commerce.

Symphony Services is headquartered in Palo Alto, California, with facilities in North America, India, Europe and China. For more information, visit www.symphonysv.com.

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