Business Process Mapping (Improving Customer Satisfaction)

ISBN: 9780470444580
List Price $73.00 Up to % OFF

FREE Ground Shipping in US

Expect Delivery in 4-10 weekdays

Brand New Books

Lock in your price today! Prices tomorrow are NOT GUARANTEED.
Total for copies: Save
$73.00
List Price
Your Price Per Book
Discount

Found a lower price on another site? Request a Price Match

Minimum Order: 25 copies per title

true
Select QTYQuantity:
Quantity
Price
Discount

Minimum Order $100 / 25 copies per title, no exceptions

Not ready to place your order?

Prices change daily. Order now!

Need A Quote?  Request a quote

$73.00
SKU:
9780470444580
Availability:
1400
Minimum Purchase:
25 units
Bulk Pricing:
Buy in bulk and save

Minimum Order: 25 copies per title

true
Important Note About This Book
This title is Printed on Demand and is not stocked for immediate shipping.Please allow 10-15 business days for this title to print.

Product Details

Author:
J. Mike Jacka, Paulette J. Keller
Format:
Hardcover
Pages:
336
Publisher:
Wiley (July 7, 2009)
Language:
English
Audience:
General/trade
ISBN-13:
9780470444580
Weight:
18.4oz
Case Pack:
16
File:
Wiley-wileyUS_2_1_20250715-20250715.xml
As low as:
$50.37
Folder:
Wiley
Shipping Origin:
Wiley-1
List Price:
$73.00
Publisher Identifier:
P-WIL
Discount Code:
D
Dimensions:
6" x 8.9" x 1.2"
Print on Demand (longer leads times apply):
Country of Origin:
United States
Pub Discount:
50
Imprint:
Wiley

Ordering Details

  • Product Availability: Typically, all books are in stock and ready to ship. If a title becomes unavailable unexpectedly, you will be contacted with 24 business hours.
  • Standard Shipping: FREE Shipping via ground transportation within the continental United States.
  • Estimated Delivery: Most orders deliver within 4-10 business days from order date (excluding weekends and holidays). Orders shipping to Alaska or Hawaii should allow a minimum of 3 weeks for delivery.
  • Rush Shipping: Deliver in 5 business days from order date (excluding weekends and holidays).
  • Important Note: Books ship from various warehouses and may receive multiple cartons to fill the complete order. Do not assume your order is shipping from Portland, OR.
  • Payment Terms: Visa, MC, Amex, PayPal, Purchase Orders and P-Cards can be used to purchase online. Check and wire-transfer payments are available offline through Customer Service



Overview

Business Process Mapping
IMPROVING Customer Satisfaction

SECOND EDITION

Whether you are looking for a way to create efficiencies, analyze the work that is being done, or provide better customer service or innovation, you are ultimately looking for a tool to better understand processes. A full and complete introduction to organizational processes, growth, and business transformation, Business Process Mapping: Improving Customer Satisfaction, Second Edition is that tool.

Now providing more detailed work and examples related to customer mapping and enterprise risk management (ERM), the Second Edition focuses particularly on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes. Its case studies and a wide range of new tools, including RACI matrices, "spaghetti" maps, and the use of control flowcharts, enhance and enrich the basic work done to get you successfully mapping using a more robust approach to process analysis.

Starting with a concept that is the cornerstone of moviemaking—storyboarding—the Second Edition walks you through the steps used in process mapping, including:

  • Working with the client to ensure that everyone has a full understanding of the processes involved
  • Learning the underlying concepts behind the process such as objectives, risks, and key controls
  • Building the actual maps that are the cornerstone of this approach
  • Using various approaches to help determine how to make the process better

This practical book discusses the complete cycle of business process mapping and links business objectives, risks, and measures of success to the processes being mapped. In addition, the Second Edition now includes questionnaires, process analysis worksheets, hierarchy/owner maps, and specific techniques to be used in developing effective process maps.

Ultimately, process mapping is a dynamic analytical technique meant to make your business run better. Drawing on their unique experience and expertise in the area of business process mapping, authors Mike Jacka and Paulette Keller reveal their simple yet powerful approach to process mapping as an effective analysis tool—whether you are working within the department, within the company, or externally. Its holistic approach transforms flowcharting into a powerful, customer-focused tool for business improvement.

While major retailers like Amazon may carry Business Process Mapping (Improving Customer Satisfaction), we specialize in bulk book sales and offer personalized service from our friendly, book-smart team based in Portland, Oregon. We’re proud to offer a Price Match Guarantee and a streamlined ordering experience from people who truly care.

We’re trusted by over 75,000 customers, many of whom return time and again. Want proof? Just check out our 25,000+ customer reviews—real feedback from people who love how we do business.

Prefer to talk to a real person? Our Book Specialists are here Monday–Friday, 8 a.m. to 5 p.m. PST and ready to help with your bulk order of Business Process Mapping (Improving Customer Satisfaction).


Customer Reviews