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Business process mapping: improving customer satisfaction

By: Mike Jacka, JMaterial type: TextTextOriginal language: Spanish Publisher: New Jersey ; John Wiley & Sons ; 2009Edition: 2a edDescription: 322 p; ilISBN: 978-0-470-44458-0Subject(s): Consumer satisfaction | Reingeniería | Relaciones con los clientesLOC classification: HF/5415.3/J33/2009
Contents:
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?.
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HF/5415.3/J33/2009 (Browse shelf) Available 00003065

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?.

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