Jacka, J. Mike <br/><br/>
Business process mapping :  improving customer satisfaction / 
J. Mike Jacka, Paulette J. Keller 
 - New York :  Wiley,  2002 
 - xv, 300 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>0471079774 (cloth : alk. paper)  RM200.80 
<br/><br/><label>LCCN: </label>2001-045650 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction<br/>Customer relations<br/>Reengineering (Management)