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Business Process Mapping: Improving Customer Satisfaction - Jacka, J Mike, and Keller, Paulette J
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Business Process Mapping: Improving Customer Satisfaction 2009, Wiley, Hoboken, NJ

ISBN-13: 9780470444580

2nd edition

Hardcover

Business Process Mapping: Improving Customer Satisfaction 2002, John Wiley & Sons, New York, NY

ISBN-13: 9780471079774

Revised edition

Hardcover