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003			KUKTEM
005			20251117150223.0
008			090911t2009 njua f 001 0 eng d
020			_a9780470444580 (cloth)
020			_a0470444584 (cloth)
039		9	_a201107132351 _bVLOAD _c201010111258 _dfauzi _c200909111459 _dnadia _y200909111457 _znadia
040			_aUMP
090			_aHF5415.335 .J33 2009
100	1		_aJacka, J. Mike
245	1	0	_aBusiness process mapping : _bimproving customer satisfaction / _cJ. Mike Jacka, Paulette J. Keller
250			_a2nd ed.
260			_aHoboken, N.J. : _bWiley, _cc2009
300			_axiii, 322 p. : _bill. ; _c24 cm.
504			_aIncludes bibliographical references and index
505	0		_aWhat 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?
650		0	_aConsumer satisfaction
650		0	_aCustomer relations
650		0	_aReengineering (Management)
700	1		_aKeller, Paulette J.
999			_aVIRTUA40 _c53935 _d53941
999			_aVTLSSORT0080*0200*0201*0400*0900*1000*2450*2500*2600*3000*5040*5050*6500*6501*6502*7000*9991