Business process mapping: improving customer satisfaction

Every move that a corporation makes is a mixture of input, actions, and outputs--the classic definition of process. In keeping customers, employees, and shareholders happy, corporate management must juggle conflicting priorities. These competing priorities result in conflicting processes. To help achieve true customer satisfaction, management needs tools that allow a holistic approach to analyzing these processes. This book provides that tool. The tentative contents is: (1) Defining and Redefining Process; (2) What Is this thing Called Process Mapping; (3) Process Identification; (4) Information Gathering; (5) Process Profile; (6) Interviewing and Map Generation; (7) Map Generation: An Example; (8) Analysis; (9) Map Analysis: An Example; (10) Pitfalls and Traps; (11) RACI Matrix; (12) Spaghetti Maps; (13) Where Do We Go from Here?

• ISBN: 978-0-470-44458-0
• Editorial: John Wiley & Sons
• Encuadernacion: Cartoné
• Páginas: 322
• Fecha Publicación: 15/07/2009
• Nº Volúmenes: 1
• Idioma: Inglés