TY  - BOOK
AU  - Jacka, J. Mike; Keller, Paulette J.
AU  - Jacka,J.Mike; Keller,Paulette J.
TI  - Business process mapping: improving customer satifaction
SN  - 0471079774
PY  - 2002///
CY  - New York
PB  - John Wiley & Sons
KW  - mapping
KW  - satifaction
ER  -