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

By:

Jacka, J. Mike

Contributor(s):

Keller, Paulette J

Material type: Text

TextPublication details: Hoboken, N.J. : Wiley, c2009Edition: 2nd edDescription: xiii, 322 p. : ill. ; 24 cmISBN:

9780470444580 (cloth)
0470444584 (cloth)

Subject(s):

Contents:

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?

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Holdings ( 1 )
Title notes ( 2 )

Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
Open Shelf	UMPLIB GAMBANG	HF5415.335 .J33 2009 (Browse shelf(Opens below))	1	Available		0000050125

Includes bibliographical references and index