TY  - BOOK
AU  - Jacka,Mike J
AU  - Keller,Paulette J
TI  - Business process mapping : improving customer sati
SN  - 0471079774
AV  - HF 5415.335 J32B 2002
PY  - 2002///
CY  - New York
PB  - John Wiley & Sons,Inc
KW  - CONSUMER SATISFACTION
KW  - CUSTOMER RELATIONS
KW  - REENGINEERING (MANAGEMENT)
N1  - Includes bibliographical references and index
ER  -