TY  - BOOK
AU  - Jacka,J.Mike
AU  - Keller,Paulette J.
TI  - Business process mapping workbook: improving customer satisfaction 
SN  - 9780470446287 (pbk.)
PY  - 2009///
CY  - Hoboken, N.J.
PB  - Wiley
KW  - Business planning
KW  - Total quality management
KW  - Flow charts
N1  - "Workbook for the second edition" -- cover
ER  -