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010   $a9786612121784
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100   $a20090211d2009      uy             0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 10$aBusiness process mapping$b[electronic resource] $eimproving customer satisfaction /$fJ. Mike Jacka, Paulette J. Keller
205   $a2nd ed.
210   $aHoboken, NJ $cWiley$dc2009
215   $a1 online resource (338 p.)
300   $aIncludes index.
311   $a0-470-44458-4 
327   $aBusiness 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?
327   $aIndex
330   $aPraise 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 
606   $aConsumer satisfaction
606   $aCustomer relations
606   $aReengineering (Management)
615  0$aConsumer satisfaction.
615  0$aCustomer relations.
615  0$aReengineering (Management)
676   $a658.401
676   $a658.8/12
676   $a658.812
700   $aJacka$b J. Mike$01605046
701   $aKeller$b Paulette J$01672777
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910830085503321
996   $aBusiness process mapping$94036339
997   $aUNINA