Business Process Mapping: Improving Customer Satisfaction Tapa dura - 2009 - 2nd Edición
de J. Mike Jacka; Paulette J. Keller
Descripción de contraportada
Business Process Mapping IMPROVING Customer Satisfaction SECOND EDITION
Whether you are looking for a way to create efficiencies, analyze the work that is being done, or provide better customer service or innovation, you are ultimately looking for a tool to better understand processes. A full and complete introduction to organizational processes, growth, and business transformation, Business Process Mapping: Improving Customer Satisfaction, Second Edition is that tool.
Now providing more detailed work and examples related to customer mapping and enterprise risk management (ERM), the Second Edition focuses particularly on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. Its case studies and a wide range of new tools, including RACI matrices, "spaghetti" maps, and the use of control flowcharts, enhance and enrich the basic work done to get you successfully mapping using a more robust approach to process analysis.Starting with a concept that is the cornerstone of moviemaking--storyboarding--the Second Edition walks you through the steps used in process mapping, including:
- Working with the client to ensure that everyone has a full understanding of the processes involved
- Learning the underlying concepts behind the process such as objectives, risks, and key controls
- Building the actual maps that are the cornerstone of this approach
- Using various approaches to help determine how to make the process better
This practical book discusses the complete cycle of business process mapping and links business objectives, risks, and measures of success to the processes being mapped. In addition, the Second Edition now includes questionnaires, process analysis worksheets, hierarchy/owner maps, and specific techniques to be used in developing effective process maps.
Ultimately, process mapping is a dynamic analytical technique meant to make your business run better. Drawing on their unique experience and expertise in the area of business process mapping, authors Mike Jacka and Paulette Keller reveal their simple yet powerful approach to process mapping as an effective analysis tool--whether you are working within the department, within the company, or externally. Its holistic approach transforms flowcharting into a powerful, customer-focused tool for business improvement.Descripción de la solapa
Business Process Mapping IMPROVING Customer Satisfaction SECOND EDITION
Whether you are looking for a way to create efficiencies, analyze the work that is being done, or provide better customer service or innovation, you are ultimately looking for a tool to better understand processes. A full and complete introduction to organizational processes, growth, and business transformation, Business Process Mapping: Improving Customer Satisfaction, Second Edition is that tool.
Now providing more detailed work and examples related to customer mapping and enterprise risk management (ERM), the Second Edition focuses particularly on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. Its case studies and a wide range of new tools, including RACI matrices, "spaghetti" maps, and the use of control flowcharts, enhance and enrich the basic work done to get you successfully mapping using a more robust approach to process analysis.Starting with a concept that is the cornerstone of moviemaking--storyboarding--the Second Edition walks you through the steps used in process mapping, including:
- Working with the client to ensure that everyone has a full understanding of the processes involved
- Learning the underlying concepts behind the process such as objectives, risks, and key controls
- Building the actual maps that are the cornerstone of this approach
- Using various approaches to help determine how to make the process better
This practical book discusses the complete cycle of business process mapping and links business objectives, risks, and measures of success to the processes being mapped. In addition, the Second Edition now includes questionnaires, process analysis worksheets, hierarchy/owner maps, and specific techniques to be used in developing effective process maps.
Ultimately, process mapping is a dynamic analytical technique meant to make your business run better. Drawing on their unique experience and expertise in the area of business process mapping, authors Mike Jacka and Paulette Keller reveal their simple yet powerful approach to process mapping as an effective analysis tool--whether you are working within the department, within the company, or externally. Its holistic approach transforms flowcharting into a powerful, customer-focused tool for business improvement.Detalles
- Título Business Process Mapping: Improving Customer Satisfaction
- Autor J. Mike Jacka; Paulette J. Keller
- Encuadernación Tapa dura
- Número de edición 2nd
- Edición 2
- Páginas 336
- Volúmenes 1
- Idioma ENG
- Editorial Wiley
- Fecha de publicación 2009-07-01
- ISBN 9780470444580 / 0470444584
- Peso 1.15 libras (0.52 kg)
- Dimensiones 9 x 6.4 x 1.2 pulgadas (22.86 x 16.26 x 3.05 cm)
- Library of Congress subjects Customer relations, Consumer satisfaction
- Número de catálogo de la Librería del Congreso de EEUU 2009005647
- Dewey Decimal Code 658.812
Más ejemplares
Business Process Mapping : Improving Customer Satisfaction
de Jacka, J. Mike, Keller, Paulette J
- Usado
- Estado
- Used - Very Good
- ISBN 10 / ISBN 13
- 9780470444580 / 0470444584
- Cantidad disponible
- 3
- Librería
-
Mishawaka, Indiana, United States
- Precio
-
EUR 11.75Envío gratuito a USA
Mostrar detalles
Business Process Mapping : Improving Customer Satisfaction
de Jacka, J. Mike, Keller, Paulette J
- Usado
- Estado
- Used - Very Good
- ISBN 10 / ISBN 13
- 9780470444580 / 0470444584
- Cantidad disponible
- 1
- Librería
-
Reno, Nevada, United States
- Precio
-
EUR 11.75Envío gratuito a USA
Mostrar detalles
Business Process Mapping : Improving Customer Satisfaction
de J. Mike Jacka; Paulette J. Keller
- Usado
- very good
- Tapa dura
- Estado
- Usado - Very Good
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780470444580 / 0470444584
- Cantidad disponible
- 1
- Librería
-
Seattle, Washington, United States
- Precio
-
EUR 11.75Envío gratuito a USA
Mostrar detalles
Business Process Mapping: Improving Customer Satisfaction
de Jacka, J. Mike
- Usado
- Tapa dura
- Estado
- Used: Good
- Edición
- 2
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780470444580 / 0470444584
- Cantidad disponible
- 1
- Librería
-
HOUSTON, Texas, United States
- Precio
-
EUR 16.06Envío gratuito a USA
Mostrar detalles
Business Process Mapping: Improving Customer Satisfaction (2nd Edn)
de Jacka, JM and Keller, PJ
- Usado
- Tapa dura
- Estado
- Usado
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780470444580 / 0470444584
- Cantidad disponible
- 1
- Librería
-
Lincoln, Lincolnshire, Aberdeen, United Kingdom
- Precio
-
EUR 29.40EUR 15.10 enviando a USA
Mostrar detalles
Business Process Mapping: Improving Customer Satisfaction
de J. Mike Jacka
- Nuevo
- Tapa dura
- Estado
- New
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780470444580 / 0470444584
- Cantidad disponible
- 10
- Librería
-
Southport, Merseyside, United Kingdom
- Precio
-
EUR 52.28EUR 11.79 enviando a USA
Mostrar detalles
Business Process Mapping: Improving Customer Satisfaction
Jacka, J. Mike
Lo sentimos, este ejemplar en concreto ya no está disponible.
Business Process Mapping: Improving Customer Satisfaction
de Wiley
- Nuevo
- Estado
- New
- ISBN 10 / ISBN 13
- 9780470444580 / 0470444584
- Cantidad disponible
- 40
- Librería
-
Benton Harbor, Michigan, United States
- Precio
-
EUR 45.87EUR 3.77 enviando a USA
Mostrar detalles
Business Process Mapping: Improving Customer Satisfaction
de J. Mike Jacka
- Nuevo
- Tapa dura
- Estado
- New
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780470444580 / 0470444584
- Cantidad disponible
- 10
- Librería
-
Southport, Merseyside, United Kingdom
- Precio
-
EUR 58.71EUR 11.79 enviando a USA
Mostrar detalles
Business Process Mapping � Improving Customer Satisfaction 2e
de Jacka, J. Mike/ Keller, Paulette J.
- Nuevo
- Tapa dura
- Estado
- New
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780470444580 / 0470444584
- Cantidad disponible
- 1
- Librería
-
Exeter, Devon, United Kingdom
- Precio
-
EUR 64.79EUR 11.85 enviando a USA