02911nam 2200637Ia 450 991014641470332120170814181507.00-470-49605-31-119-19839-91-282-12178-297866121217840-470-49603-7(CKB)1000000000747644(EBL)433759(OCoLC)430828462(SSID)ssj0000116293(PQKBManifestationID)12034703(PQKBTitleCode)TC0000116293(PQKBWorkID)10036181(PQKB)11388341(MiAaPQ)EBC433759(EXLCZ)99100000000074764420090211d2009 uy 0engur|n|---|||||txtccrBusiness process mapping[electronic resource] improving customer satisfaction /J. Mike Jacka, Paulette J. Keller2nd ed.Hoboken, NJ Wileyc20091 online resource (338 p.)Includes index.0-470-44458-4 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?IndexPraise 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 Consumer satisfactionCustomer relationsReengineering (Management)Electronic books.Consumer satisfaction.Customer relations.Reengineering (Management)658.401658.8/12658.812Jacka J. Mike882916Keller Paulette J920407MiAaPQMiAaPQMiAaPQBOOK9910146414703321Business process mapping2064426UNINA