Cover Image

Business process mapping workbook : improving customer satisfaction /

Bibliographic Details
Main Authors: Jacka, J. Mike (Author), Keller, Paulette J. (Author)
Format: eBook
Language:English
Published: Hoboken, N.J. : Wiley, 2009.
Subjects:
Business planning.
Total quality management.
Flow charts.
Total Quality Management
Electronic books.
Online Access:Connect to the full text of this electronic book
Table of Contents:
  • Process Mapping
  • Drilling Down into the Process
  • Process Identification
  • Information Gathering
  • Interviewing and Map Generation
  • Building the Map
  • Analysis of the Process Maps
  • Customer Mapping
  • Spaghetti Maps and RACI Matrices.