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Jacka, J. Mike

Business Process Mapping: Improving Customer Satisfaction

Jacka, J. Mike - Business Process Mapping: Improving Customer Satisfaction, ebook

64,50€

Ebook, PDF with Adobe DRM
ISBN: 9780470496039
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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 analyzing processes. As well, new tools are included toward enhancing and enriching the basic work done with process mapping.

J. Mike Jacka, CPA, CIA, CFE, CPCU (Phoenix, AZ), is Senior Manager over Special Projects at Farmers Insurance Internal Audit. Paulette J. Keller (Phoenix, AZ) is the Audit Director of Audit Technology and Support at Farmers Insurance Internal Audit.

Keywords: customer experience processes, customer service, Mike Jacka, Paulette Keller, process mapping

Author(s)
 
Publisher
John Wiley and Sons, Inc.
Publication year
2009
Language
en
Edition
2
Page amount
256 pages
Category
Economy
Format
Ebook
eISBN (PDF)
9780470496039

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