Business process mapping : improving customer satisfaction /
Jacka, J. Mike
Business process mapping : improving customer satisfaction / J. Mike Jacka, Paulette J. Keller - 2nd ed. - Hoboken, N.J. : Wiley, c2009 - xiii, 322 p. : ill. ; 24 cm.
Includes bibliographical references and index
What is this thing called process mapping? -- Process identification -- Information gathering -- Interviewing and map generation -- Map generation : an example -- Analysis -- Map analysis : an example -- Pitfalls and traps -- Customer mapping -- RACI matrices -- Enterprise risk management and process mapping -- Where do we go from here?
9780470444580 (cloth) 0470444584 (cloth)
Consumer satisfaction
Customer relations
Reengineering (Management)
Business process mapping : improving customer satisfaction / J. Mike Jacka, Paulette J. Keller - 2nd ed. - Hoboken, N.J. : Wiley, c2009 - xiii, 322 p. : ill. ; 24 cm.
Includes bibliographical references and index
What is this thing called process mapping? -- Process identification -- Information gathering -- Interviewing and map generation -- Map generation : an example -- Analysis -- Map analysis : an example -- Pitfalls and traps -- Customer mapping -- RACI matrices -- Enterprise risk management and process mapping -- Where do we go from here?
9780470444580 (cloth) 0470444584 (cloth)
Consumer satisfaction
Customer relations
Reengineering (Management)