TY  - BOOK
AU  - Jacka, J. Mike
AU  - Keller, Paulette J.
TI  - Business process mapping : improving customer satisfaction
SN  - 0471079774
U1  - 658.812 
PY  - 2002///
CY  - New York: 
PB  - John Wiley and Sons, Inc.
KW  - consumer satisfaction
KW  - customer relations
KW  - information gathering
KW  - interviewing and map generation
KW  - process identification
KW  - reengineering
ER  -