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Books > Business & Money > Management & Leadership > Management > B002AWX64I
  1. Business Process Mapping: Improving Customer Satisfaction
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  2. Business Process Mapping: Improving Customer Satisfaction

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    Customer Ratings (7 reviews)
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Most Helpful Customer Reviews

This book provides all of the necessary tools to start mapping processes from either a customer-centric or project-centric perspective. The applications used help build confidence in mapping projects and the information is more applicable to real-world scenarios than most other process improvement analysis textbooks. This was much more reader-friendly as well in my opinion than other textbooks for this field of study.
needed for school
I'm an educator in a midwest insurance company so I related easily to the author's examples which are based on Farmer's Insurance. It is easy to recognize the author's auditing background because their methods are precise and complete. I will use their written experience to conduct classes of my own. I have two observations from the book: 1. Entity types are identified as Process, Unit, Task, and Action. These correspond to Process, Subprocess, Activity, and Step which are somewhat better known; 2. The examples and case study of insurance applications will appeal to those in an identical or similar industry.
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