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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 M...more
--Timothy R. Holmes, CPA former General Auditor, American Red Cross
"Paulette and M...more
ebook, 336 pages
Published
May 18th 2009
by John Wiley & Sons
(first published December 21st 2001)
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READ NOV 2010
Good overview of a customer-centric approach to business process mapping.
Best quotes, "Our customers define our business by the experience they have when they touch the organization" (p. 53) and "The goal of process mapping is a holistic view of the function under review" (p. 265) from the customer's perspective.
Good overview of a customer-centric approach to business process mapping.
Best quotes, "Our customers define our business by the experience they have when they touch the organization" (p. 53) and "The goal of process mapping is a holistic view of the function under review" (p. 265) from the customer's perspective.
Mar 29, 2013
Lori Grant
rated it
5 of 5 stars
·
review of another edition
Shelves:
management-execution
A must-read book on execution for knowledge workers, managers, executives, and entrepreneurs.
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