Business process mapping workbook improving customer satisfaction
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Business process mapping workbook improving customer satisfaction
Business Process Mapping WorkbookIMPROVING CUSTOMER SATISFACTIONJ. Mike Jacka Paulette J. KellerWILEYJohn Wiley & Sons, Inc.7ò Ken, for having the bra Business process mapping workbook improving customer satisfactionavery to let US he ourselvesCopyright © 2009 byJohn Wiley & Sons. Inc. All rights reserved.Published byJohn Wiley &- Sons. Inc., Hoboken. New Jersey.Published simultaneously in Canada.No part of this publication may lx- reproduced, stored in a retrieval system, or transmitted in any lorm or by any m Business process mapping workbook improving customer satisfactioneans, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1970 United StatesBusiness process mapping workbook improving customer satisfaction
Copyright Act. without either the prior written permission of the Publisher, or authorization through Jiaymcnr of the aj)])roj»riate |XT-co|»y fee to Business Process Mapping WorkbookIMPROVING CUSTOMER SATISFACTIONJ. Mike Jacka Paulette J. KellerWILEYJohn Wiley & Sons, Inc.7ò Ken, for having the bra Business process mapping workbook improving customer satisfactionRequests to the Publisher lor permission should be addressed to the Permissions Department. John Wiley & Sons. Inc.. 111 River Street. Hoboken. NJ 07030. (201) 748-6011. fax (201) 748-6008, or online at wvvw.wiley.com/go/jx i missions.Limit of I.iability/Disclaimer of Warranty: While the publisher a Business process mapping workbook improving customer satisfactionnd author have used their best efforts in preparing this book, they make no representations or warranties with resjject to the accuracy or completenesBusiness process mapping workbook improving customer satisfaction
s of the contents of this book and specifically disclaim any imjilied warranties of merchantability or fitness fora Jiarticular jmrjxise. No warranty Business Process Mapping WorkbookIMPROVING CUSTOMER SATISFACTIONJ. Mike Jacka Paulette J. KellerWILEYJohn Wiley & Sons, Inc.7ò Ken, for having the bra Business process mapping workbook improving customer satisfactionour situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable lor any loss of profit or any other commercial damages, including btu not limited to special, incidental, consequential, or other damages.For general information on our other Jir Business process mapping workbook improving customer satisfactionodurts and services or for technical sii|>jx»rt, Jilease contact our Customer Care Department within the United States at (800) 762-2971. outside theBusiness process mapping workbook improving customer satisfaction
United States at (317) 572-3993 or lax (317) 572-1002.Wiley also publishes its books in a variety of electronic formats. Some content that appears in Business Process Mapping WorkbookIMPROVING CUSTOMER SATISFACTIONJ. Mike Jacka Paulette J. KellerWILEYJohn Wiley & Sons, Inc.7ò Ken, for having the bra Business process mapping workbook improving customer satisfaction628-7Printed in the United Slates of America10 9876543 2 1ContentsPrefaceviiChapter 1Process Mapping: An Introduction1Process Identification2Information Gathering3Interviewing and Map Generation4Analyzing the Data5Customer Mapping6Spaghetti Maps and RACI Matrices7JayKayCo Case study9Chapter 2Drillin Business process mapping workbook improving customer satisfactiong Down into the Process19Process Defined20Exercise 2.1 Identifying Inputs, Transformations, and Outputs21Processes, Units, Tasks, and Actions22ExercisBusiness process mapping workbook improving customer satisfaction
e 2.2 Identifying Units within a Process23Identifying Inputs and Outputs to Units24Exercise 2.3 Unit Inputs and Outputs24Defining Task and Action LeveBusiness Process Mapping WorkbookIMPROVING CUSTOMER SATISFACTIONJ. Mike Jacka Paulette J. KellerWILEYJohn Wiley & Sons, Inc.7ò Ken, for having the braBusiness Process Mapping WorkbookIMPROVING CUSTOMER SATISFACTIONJ. Mike Jacka Paulette J. KellerWILEYJohn Wiley & Sons, Inc.7ò Ken, for having the braGọi ngay
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