Jacka J Mike <br/><br/>
Business process mapping : improving customer satisfaction 
Jacka J Mike; Keller Paulette J 
 - NY  NY, John Wiley  2002 
 - xv,300 
<br/><br/><label>ISBN: </label>0-471-07977-4 
<br/><br/><label>Source: </label>Textbook