TY  - BOOK
AU  - Jacka,J.Mike
AU  - Keller,Paulette J.
TI  - Business process mapping: improving customer satisfaction 
SN  - 0471079774 (cloth : alk. paper)
PY  - 2002///
CY  - New York
PB  - Wiley
KW  - Consumer satisfaction
KW  - Customer relations
KW  - Reengineering (Management)
N1  - Includes bibliographical references and index
ER  -