Jacka, J. Mike <br/><br/>
Business Process Mapping : improving customer satisfaction / 
J. Mike Jacka, Paulette J. Keller 
 - New York :  John Wiley & Sons,  2002 
 - 300p. 
<br/><br/><label>ISBN: </label>0471079774 /  2,345.00 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction<br/>Cusumer relations<br/>Reengineering (Management)
<br/><br/><label>LC Class. No.: </label>HF5415.335  / J121 B8 2002