Business Process Mapping: Improving Customer Satisfaction
J. Mike Jacka, Paulette J. KellerISBN: 0471079774; 9780471079774;
Praise for Business Process Mapping "A delight! The holistic approach transforms flowcharting into a powerful, customer- focused tool for business improvement. The running analog to a movie storyboard enlivens what could be a dry subject and, more important, it teaches the attitude and thought process of a skilled user. A must-read for the entire audit staff." ?? James Roth, AuditTrends "The authors cleverly use movie making and other examples to which the reader can readily relate to bring to life the important business subject of Process Mapping. The reader has fun and can better understand the concepts, techniques, uses, and holistic qualities of Process Mapping. This book represents a breakthrough in the approach to a must-know business area. In its zestful presentation, Business Process Mapping: Improving Customer Satisfaction assures us that we?re not in the Kansas-of-another-dull-business-book anymore!" ?? Michael R....