Mike Jacka, J.
Business process mapping: improving customer satisfaction - 2a ed. - New Jersey John Wiley & Sons 2009 - 322 p. il.
Contiene: 1. What is thing called process mapping.- 2. Process identification.- 3. Information gathering.- 4. Interviewing and map generation.- 5. Map generation: an example.- 6. Analysis.- 7. Map analysis: an example.- 8. Pitfalls and traps.- 9. Customer mapping.- 10. RACI matrices.- 11. Enterprise risk management and process mapping.- 12.Where do we go from here?.
978-0-470-44458-0
Consumer satisfaction
Reingeniería Relaciones con los clientes
HF/5415.3/J33/2009
Business process mapping: improving customer satisfaction - 2a ed. - New Jersey John Wiley & Sons 2009 - 322 p. il.
Contiene: 1. What is thing called process mapping.- 2. Process identification.- 3. Information gathering.- 4. Interviewing and map generation.- 5. Map generation: an example.- 6. Analysis.- 7. Map analysis: an example.- 8. Pitfalls and traps.- 9. Customer mapping.- 10. RACI matrices.- 11. Enterprise risk management and process mapping.- 12.Where do we go from here?.
978-0-470-44458-0
Consumer satisfaction
Reingeniería Relaciones con los clientes
HF/5415.3/J33/2009