TY  - BOOK
AU  - Jacka,J.Mike
AU  - Keller,Paulette
TI  - Business Process Mapping : improving customer satisfaction
SN  - 0471079774 /
AV  - HF5415.335 J121 B8 2002
PY  - 2002///
CY  - New York
PB  - John Wiley & Sons
KW  - Consumer satisfaction
KW  - Cusumer relations
KW  - Reengineering (Management)
UR  - http://10.13.12.226/cgi-bin/image_eng/Cover_page/0471079774.gif
UR  - http://10.13.12.226/cgi-bin/image_eng/content/0471079774.pdf
ER  -