|
" Business process mapping : "
J. Mike Jacka, Paulette J. Keller
| Document Type
|
:
|
BL
|
| Record Number
|
:
|
657217
|
| Doc. No
|
:
|
dltt
|
| Main Entry
|
:
|
Jacka, J. Mike
|
| Title & Author
|
:
|
Business process mapping : : improving customer satisfaction /\ J. Mike Jacka, Paulette J. Keller
|
| Edition Statement
|
:
|
2nd ed
|
| Publication Statement
|
:
|
Hoboken, N.J. :: Wiley,, c2009
|
| Page. NO
|
:
|
xiii, 322 p. :: ill. ;; 24 cm
|
| ISBN
|
:
|
9780470444580 (cloth)
|
|
|
:
|
: 0470444584 (cloth)
|
| Notes
|
:
|
Includes index
|
| Bibliographies/Indexes
|
:
|
Includes bibliographical references and index
|
| Contents
|
:
|
What 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?
|
| Subject
|
:
|
Consumer satisfaction
|
| Subject
|
:
|
Customer relations
|
| Subject
|
:
|
Reengineering (Management)
|
| Dewey Classification
|
:
|
658.8/12
|
|
|
:
|
658.401
|
| LC Classification
|
:
|
HF5415.335.J33 2009
|
| Added Entry
|
:
|
Keller, Paulette J
|
| |