Электронная книга: J. Jacka Mike «Business Process Mapping. Improving Customer Satisfaction»
|
Praise For Business Process Mapping: Improving Customer Satisfaction, Second Edition«A must-read for anyone performing business process mapping! This treasure shares step-by-stepapproaches and critical success factors, based on years of practical, customer-focused experience.A real winner!» —Timothy R. Holmes, CPA former General Auditor, American Red Cross «Paulette and Mike make extensive use of anecdotes and real-life examples to bring alive the topic ofbusiness process mapping. From the outset, this book will engage you and draw you into the worldof business process mapping. Who would have thought that reading about business process mapping could make you smile? Well,Mike and Paulette can make it happen! Within each chapter, theauthors provide detailed examples and exhibits used to document a process. Each chapter also includes a'Recap'and'Key Analysis Points'which enable the reader to distill the highlights of the chapter.» —Barbara J. Muller, CPA, CFE, Senior Lecturer, School of Accountancy W. P. Carey School of Business, Arizona State University «Keller and Jacka cut through the drudgery of process mapping with a path-breaking approach thatenables the reader to better understand processes, how they work and howthey work together toward successful achievement of business objectives. With great style and flair, this book will provide youwith a different way of thinking and new tools to assist you in process analysis and improvement. This book is a must-read for auditors, risk managers, quality improvementmanagement, and businessprocess engineers.» —Dean Bahrman, VP and Internal Audit Director (Retired) Global Financial Services Companies «Mike Jacka and Paulette Keller show their expertise with the application of business process mappingin increasing customer service and satisfaction in this updated and expanded edition of this popular book. With clear, practical examples and applications, this book shows the writing talents of bothauthors, and it will be used over and over by those from all lines of industries and professions. Kudos for a job well done!» —Joan Pastor, PhD, Founding Partner, Licensed Industrial-Organizational Psychologist JPA International, Inc., Beverly Hills, California Издательство: "John Wiley&Sons Limited (USD)"
ISBN: 9780470496039 электронная книга Купить за 4552.77 руб и скачать на Litres |
Другие книги схожей тематики:
| Автор | Книга | Описание | Год | Цена | Тип книги |
|---|
См. также в других словарях:
Six Sigma — Not to be confused with Sigma 6. The often used Six Sigma symbol Part of a series of articles on I … Wikipedia
Strategic management — is a field that deals with the major intended and emergent initiatives taken by general managers on behalf of owners, involving utilization of resources, to enhance the performance of firms in their external environments.[1] It entails specifying… … Wikipedia
ProFIT-MAP Methodology — ProFIT MAP is a business methodology for improving organizational performance and managing execution. Its objective is to help organizations achieve their cost and operational targets. It does this by identifying the relevant parameters that… … Wikipedia
Information Technology Infrastructure Library — The Information Technology Infrastructure Library (I), is a set of good practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITILv3 and ITIL 2011 edition), ITIL… … Wikipedia
ITIL Planning to implement service management — The planning to implement service management is a set in the Information Technology Infrastructure Library (ITIL) framework. This set is about the alignment of business needs and IT provision requirements. Besides, this set describes how to… … Wikipedia
Distribution mangagement system — SCADA systems have been a part of utility automation for at least 15 years and contributing to the decision making process of the control rooms. However, majority of the existing solutions are closely related to distribution network data… … Wikipedia
