Business Process Mapping: Improving Customer Satisfaction

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A holistic approach to harnessing a company's processes to achieve true customer satisfaction Every move that a corporation makes is a mixture of input, action, and output-in short, a process. To keep customers, employees, and shareholders happy, corporate management must juggle conflicting priorities. These competing priorities result in conflicting processes. To help achieve true customer satisfaction, manage-ment needs tools that allow for a holistic approach to analyzing these processes. This book provides that tool. ...

Business Process Mapping: Improving Customer Satisfaction 2009, John Wiley & Sons, Hoboken, NJ

ISBN-13: 9780470444580

2nd edition

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Business Process Mapping: Improving Customer Satisfaction 2002, John Wiley & Sons, New York, NY

ISBN-13: 9780471079774

Revised edition

Hardcover

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