This practical book discusses the complete cycle of business process mapping and links business objectives, risks, and measures of success to the processes being mapped. In addition, the Second Edition now includes questionnaires, process analysisworksheets, hierarchy/owner maps, and specific techniques to be used in developing effectiveprocess maps.
Business Process Mapping - Improving Customer Satisfaction
Mike Jacka, Paulette Keller
Wiley
2009
322 páginas
10h 44m
ISBN-13: 9780470444580
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