000			00804nam a2200253Ia 4500
008			210429s9999||||xx |||||||||||||| ||und||
020			_a0471079774
041			_aeng
082			_a658.812 _bJAC
100			_aJacka, J. Mike
245		0	_aBusiness process mapping : improving customer satisfaction _cby J. Mike Jacka and Paulette J. Keller
260			_aNew York: _bJohn Wiley and Sons, Inc. _c2002
300			_axv, 300p., ind. _c24 cm x 16 cm
365			_aINR _b2567.4
650			_aconsumer satisfaction
650			_acustomer relations
650			_ainformation gathering
650			_ainterviewing and map generation
650			_aprocess identification
650			_areengineering
700			_aKeller, Paulette J.
942			_2Dewey Decimal Classification _cBK
999			_c1913 _d1913