Jacka, J. Mike <br/><br/>
Business process mapping :  improving customer satisfaction / 
J. Mike Jacka, Paulette J. Keller 
 - New York, N.Y. :  Wiley,  c2002 
 - 300 p. :  ill. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>0471079774 
<br/><br/><label>Subjects--Topical Terms: </label><br/>CONSUMER SATISFACTION<br/>CUSTOMER RELATIONS<br/>REENGINEERING (MANAGEMENT)
<br/><br/><label>LC Class. No.: </label>HF5415.335  / J324B