MARC Record from Library of Congress

LEADER: 01369cam a2200337 a 4500
001 2009005647
003 DLC
005 20100115085250.0
008 090211s2009 njua 001 0 eng
010 $a 2009005647
015 $aGBA939133$2bnb
016 7 $a015116636$2Uk
020 $a9780470444580 (cloth)
020 $a0470444584 (cloth)
035 $a(OCoLC)ocn305419502
040 $aDLC$cDLC$dYDX$dYDXCP$dUKM$dCDX$dBWX$dDLC
050 00 $aHF5415.335$b.J33 2009
082 00 $a658.8/12$222
082 00 $a658.401$222
100 1 $aJacka, J. Mike.
245 10 $aBusiness process mapping :$bimproving customer satisfaction /$cJ. Mike Jacka, Paulette J. Keller.
250 $a2nd ed.
260 $aHoboken, N.J. :$bWiley,$cc2009.
300 $axiii, 322 p. :$bill. ;$c24 cm.
500 $aIncludes index.
505 0 $aWhat 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?
504 $aIncludes bibliographical references and index.
650 0 $aConsumer satisfaction.
650 0 $aCustomer relations.
650 0 $aReengineering (Management)
700 1 $aKeller, Paulette J.