Business process mapping : improving customer satisfaction / / J. Mike Jacka, Paulette J. Keller
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| Autore: |
Jacka J. Mike
|
| Titolo: |
Business process mapping : improving customer satisfaction / / J. Mike Jacka, Paulette J. Keller
|
| 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: | 9786612121784 |
| 9780470496053 | |
| 0470496053 | |
| 9781119198390 | |
| 1119198399 | |
| 9781282121782 | |
| 1282121782 | |
| 9780470496039 | |
| 0470496037 | |
| Formato: | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione: | Inglese |
| Record Nr.: | 9911019299803321 |
| Lo trovi qui: | Univ. Federico II |
| Opac: | Controlla la disponibilità qui |