Jacka, J. Mike <br/><br/>
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. 
<br/><br/>Includes bibliographical references and index 
<br/><br/>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? 
<br/><br/><label>ISBN: </label>9780470444580 (cloth) 0470444584 (cloth) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction<br/>Customer relations<br/>Reengineering (Management)