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Praise For Business Process Mapping: Improving CustomerSatisfaction, Second Edition

"A must-read for anyone performing business process mapping!This treasure shares step-by-stepapproaches and critical successfactors, based on years of practical, customer-focused experience.Areal winner!"
Timothy R. Holmes, CPA former General Auditor,American Red Cross

"Paulette and Mike make extensive use of anecdotes and real-lifeexamples to bring alive the topic ofbusiness process mapping. Fromthe outset, this book will engage you and draw you into the worldofbusiness process mapping. Who would have thought that reading aboutbusiness process mapping could make you smile? Well, Mike andPaulette can make it happen! Within each chapter, theauthorsprovide detailed examples and exhibits used to document a process.Each chapter also includes a 'Recap' and 'Key Analysis Points'which enable the reader to distill the highlights of thechapter."
Barbara J. Muller, CPA, CFE, Senior Lecturer, Schoolof Accountancy W. P. Carey School of Business, Arizona StateUniversity

"Keller and Jacka cut through the drudgery of process mappingwith a path-breaking approach thatenables the reader to betterunderstand processes, how they work and how they work togethertoward successful achievement of business objectives. With greatstyle and flair, this book will provide youwith a different way ofthinking and new tools to assist you in process analysis andimprovement. This book is a must-read for auditors, risk managers,quality improvement management, and businessprocessengineers."
Dean Bahrman, VP and Internal Audit Director(Retired) Global Financial Services Companies

"Mike Jacka and Paulette Keller show their expertise with theapplication of business process mappingin increasing customerservice and satisfaction in this updated and expanded edition ofthis popular book. With clear, practical examples and applications,this book shows the writing talents of bothauthors, and it will beused over and over by those from all lines of industries andprofessions. Kudos for a job well done!"
Joan Pastor, PhD, Founding Partner, LicensedIndustrial-Organizational Psychologist JPA International, Inc.,Beverly Hills, California

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