Business process mapping
Subtitle: improving customer satisfaction
By: J. Mike Jacka, Paulette J. Keller.
Contributors: Keller, Paulette J.
Edition: 2nd ed.
Publisher: Wiley
Published: 2009
Place of publication: Hoboken, N.J
Language: eng
Number of pages: 322
ISBN-13: 9780470444580
Subjects: Consumer satisfaction; Customer relations; Reengineering (Management)
Notes: Includes index.
Table of contents: title: What is this thing called process mapping?; title: Process identification; title: Information gathering; title: Interviewing and map generation; title: Analysis; title: Map analysis : an example; title: Pitfalls and traps; title: Customer mapping; title: RACI matrices; title: Enterprise risk management and process mapping; title: Where do we go from here?.