| Description |
1 online resource (xiii, 322 pages) : illustrations |
| Contents |
What is this thing called process mapping? -- Process identification -- Information gathering -- Interviewing and map generation -- Map generation : an example -- Analysis -- Map analysis : an example -- Pitfalls and traps -- Customer mapping -- RACI matrices -- Enterprise risk management and process mapping -- Where do we go from here? |
| Summary |
Now fully revised and updated -- a powerful, customer-focused tool for business improvement. Now in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that process to be more effective, and ensures that true value is being provided to customers. From management to internal auditor to external consultant, the new edition includes more detailed work and examples related to ERM practices, particularly focusing on how objectives, risks, and key performance indicators are fundamental to understanding and an |
| Notes |
Includes index |
| Bibliography |
Includes bibliographical references and index |
| Notes |
English |
|
Print version record |
| Subject |
Consumer satisfaction.
|
|
Customer relations.
|
|
Reengineering (Management)
|
|
Consumer Behavior
|
|
BUSINESS & ECONOMICS -- Customer Relations.
|
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Consumer satisfaction
|
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Customer relations
|
|
Reengineering (Management)
|
| Form |
Electronic book
|
| Author |
Keller, Paulette J.
|
| ISBN |
9781119198390 |
|
1119198399 |
|
9780470496039 |
|
0470496037 |
|
0470496053 |
|
9780470496053 |
|
1282121782 |
|
9781282121782 |
|
9786612121784 |
|
6612121785 |
|
