TY  - BOOK
AU  - Jacka,J.Mike
AU  - Keller,Paulette J.
TI  - Business process mapping: improving customer satisfaction 
SN  - 9780470444580 (cloth)
PY  - 2009///
CY  - Hoboken, N.J.
PB  - Wiley
KW  - Consumer satisfaction
KW  - Customer relations
KW  - Reengineering (Management)
N1  - 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?
ER  -