A holistic approach to harnessing a company's processes to achieve 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 juggle conflicting priorities.

Learn business process mapping-step by step.

If you want to build up your process-mapping skills, the best way is by doing the mapping. Business Process Mapping Workbook: Improving Customer Satisfaction clearly guides you throughall the various steps involved in successfully performing a business process map to get youmapping on your own. This hands-on workbook includes a completed case study that serves asthe basis for a number of exercises showing how the process mapping is actually performed.

All the details of process mapping are here, along with exercises to help you understandthe specific requirements within a process-mapping project. In addition, you'll have theopportunity to put everything together at the end of each chapter by working through acomprehensive example.

Allowing you to successfully work-start to finish-on an entire process map, this practical guideis designed to accompany Jacka and Keller's Business Process Mapping, Second Edition andincludes all the new applications discussed in the Second Edition.

Filled with essential tools for quick reference, Business Process Mapping Workbook: Improving Customer Satisfaction enables you to not only read the solutions, but to also confidently work through the exercises with practical applications to lead you to process mapping success.