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Record Nr. |
UNINA9910830085503321 |
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Autore |
Jacka J. Mike |
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Titolo |
Business process mapping [[electronic resource] ] : improving customer satisfaction / / J. Mike Jacka, Paulette J. Keller |
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Pubbl/distr/stampa |
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Hoboken, NJ, : Wiley, c2009 |
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ISBN |
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0-470-49605-3 |
1-119-19839-9 |
1-282-12178-2 |
9786612121784 |
0-470-49603-7 |
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Edizione |
[2nd ed.] |
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Descrizione fisica |
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1 online resource (338 p.) |
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Altri autori (Persone) |
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Disciplina |
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Soggetti |
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Consumer satisfaction |
Customer relations |
Reengineering (Management) |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Nota di contenuto |
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Business Process Mapping: Improving Customer Satisfaction, Second Edition; Contents; Preface; Introduction: 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; 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 Mapping; Chapter 12: Where Do We Go from Here? |
Index |
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Sommario/riassunto |
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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 |
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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 |
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