Mike Jacka, J. <br/><br/>
Business process mapping: improving customer satisfaction 

 - 2a ed. 
 - New Jersey  John Wiley & Sons  2009 
 - 322 p.  il. 
<br/><br/>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?. 
<br/><br/><label>ISBN: </label>978-0-470-44458-0 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction
<br/><br/><label>Subjects--Index Terms: </label>Reingenierķa Relaciones con los clientes 
<br/><br/><label>LC Class. No.: </label>HF/5415.3/J33/2009