Documente Academic
Documente Profesional
Documente Cultură
Workbook
IMPROVING CUSTOMER
SATISFACTION
J. Mike Jacka
Paulette J. Keller
WILEY
John Wiley 8c Sons, Inc.
Contents
Preface VII
iii
iv Contents
Comprehensive Example 27
Exercise 2.5 Drilling Down a Human
Resources Example 27
Solutions 32
Comprehensive Example 59
Exercise 3.8 Defining the Hiring Process 59
Solutions , 63
Comprehensive Example 87
Exercise 4.10 Completing the Process Profile
Worksheet 87
Solutions 90
Solutions 122
Solutions 177
Chapter 8 Customer Mapping 187
Steps of Customer Mapping 189
Defining the Job 190
Exercise 8.1 Defining the Job 190
Identifying Key Tasks a n d Actions 191
VI Contents
Solutions 242
Epilogue 255