Jacka, J. Mike <br/><br/>
Business process mapping workbook :  improving customer satisfaction / 
J. Mike Jacka, Paulette J. Keller 
 - Hoboken, N.J. :  Wiley,  c2009 
 - vii, 255 p. :  ill. ;  26 cm. 
<br/><br/> "Workbook for the second edition" -- cover 
<br/><br/><label>ISBN: </label>9780470446287 (pbk.) 0470446285 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Business planning<br/>Total quality management<br/>Flow charts