TY  - BOOK
AU  - Mike Jacka, J.
TI  - Business process mapping: improving customer satisfaction
SN  - 978-0-470-44458-0
AV  - HF/5415.3/J33/2009 
CY  - New Jersey
KW  - Consumer satisfaction
KW  - Reingeniería
KW  - Relaciones con los clientes
N1  - 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?
ER  -