01361nam a2200289 a 4500 vtls000043943 KUKTEM 20251117150223.0 090911t2009 njua f 001 0 eng d 9780470444580 (cloth) 0470444584 (cloth) 201107132351 VLOAD 201010111258 fauzi 200909111459 nadia 200909111457 nadia UMP HF5415.335 .J33 2009 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? Consumer satisfaction Customer relations Reengineering (Management) Keller, Paulette J. 0 0 0 0 10000 10000 2019-09-04 224.73 0 HF5415.335 .J33 2009 0000050125 2019-09-04 00:00:00 1 224.73 2019-09-04 OPEN VIRTUA40 53935 53941 VTLSSORT0080*0200*0201*0400*0900*1000*2450*2500*2600*3000*5040*5050*6500*6501*6502*7000*9991