TY  - GEN
AU  - Jacka, J. Mike
AU  - Keller, Paulette J
TI  - Business process mapping: improving customer satisfaction
SN  - 0471079774
PY  - 2002///
CY  - New York
PB  - John Wiley
KW  - CONSUMER SATISFACTION
KW  - CUSTOMER RELATIONS
KW  - MANAGEMENT
KW  - MARKETING
KW  - REENGINEERING
KW  - SALES MANAGEMENT
ER  -