TY  - BOOK
AU  - Jacka,J.Mike
AU  - Keller,Paulette J.
TI  - Business process mapping: improving customer satisfaction 
SN  - 0471079774
AV  - HF5415.335 J324B
PY  - 2002///
CY  - New York, N.Y.
PB  - Wiley
KW  - CONSUMER SATISFACTION
KW  - CUSTOMER RELATIONS
KW  - REENGINEERING (MANAGEMENT)
N1  - Includes bibliographical references and index
ER  -