Jacka, J. Mike. <br/><br/>
Business process mapping :  improving customer satisfaction / 
J. Mike Jacka and Paulette J. Keller. 
 - xv, [1], 300 p. :  ill. ;  24  cm. 
<br/><br/><label>ISBN: </label>9780471079774 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Management information systems.<br/>Customer relation.