Overview
A holistic approach to harnessing a company's processes toachieve true customer satisfaction
Every move that a corporation makes is a mixture of input,action, and output-in short, a process. To keep customers,employees, and shareholders happy, corporate management must juggleconflicting priorities. These competing priorities result inconflicting processes. To help achieve true customer satisfaction,manage-ment needs tools that allow for a holistic approach toanalyzing these processes. This book provides that tool. It showscorporations how to analyze and enhance their critical processes inorder to deliver the highest level of service to their internal andexternal customers. Providing a clear understanding of what processmapping can do for a company as well as practical applications foreach step in process mapping, this useful guide outlines a provenmethod for assuring better processes and building a morecustomer-focused company.
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