Screen LibraryBusiness process mapping : improving customer satisfaction /
Now fully revised and updated -- a powerful, customer-focused tool for business improvement. Now in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that process to be more effective, and ensures that tru...
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| Main Authors: | |
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| Corporate Authors: | |
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| Published: |
Wiley,
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| Publisher Address: | Hoboken, N.J. : |
| Publication Dates: | 2009. |
| Literature type: | eBook |
| Language: | English |
| Edition: | Second edition. |
| Subjects: | |
| Online Access: |
http://onlinelibrary.wiley.com/book/10.1002/9781119198390 |
| Summary: |
Now fully revised and updated -- a powerful, customer-focused tool for business improvement. Now in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that process to be more effective, and ensures that true value is being provided to customers. From management to internal auditor to external consultant, the new edition includes more detailed work and examples related to ERM practices, particularly focusing on how objectives, risks, and key performance indicators are fundamental to understanding and |
| Item Description: | Includes index. |
| Carrier Form: | 1 online resource (xiii, 322 pages) : illustrations |
| ISBN: |
9781119198390 1119198399 9780470496039 0470496037 |
| Index Number: | HF5415 |
| CLC: | F713.55 |
| Contents: | What is this thing called process mapping? -- Process identification -- Information gathering -- Interviewing and map generation -- Map generation : an example -- Analysis -- Map analysis : an example -- Pitfalls and traps -- Customer mapping -- RACI matrices -- Enterprise risk management and process mapping -- Where do we go from here? |