Business process mapping : improving customer satisfaction / / J. Mike Jacka, Paulette J. Keller

• Autore: Jacka J. Mike
• Pubblicazione: Hoboken, NJ, : Wiley, c2009
• Edizione: 2nd ed.
• Descrizione fisica: 1 online resource (338 p.)
• Disciplina: 658.401; 658.8/12; 658.812
• Soggetto topico: Consumer satisfaction; Customer relations; Reengineering (Management)
• Altri autori: KellerPaulette J
• Note generali: Includes index.
• Nota di contenuto: 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
• Sommario/riassunto: 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
• Titolo autorizzato: Business process mapping
• ISBN: 0-470-49605-3; 1-119-19839-9; 1-282-12178-2; 9786612121784; 0-470-49603-7
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910877285503321
• Lo trovi qui: Univ. Federico II