Jacka, J. Mike <br/><br/>
Business process mapping : improving customer satisfaction 
by J. Mike Jacka and Paulette J. Keller 
 - New York:   John Wiley and Sons, Inc.  2002 
 - xv, 300p., ind.  24 cm x 16 cm 
<br/><br/><label>ISBN: </label>0471079774 
<br/><br/><label>Subjects--Topical Terms: </label><br/>consumer satisfaction<br/>customer relations<br/>information gathering<br/>interviewing and map generation<br/>process identification<br/>reengineering
<br/><br/><label>Dewey Class. No.: </label>658.812  / JAC