Metrics-based process mapping : identifying and eliminating waste in office and service processes / Karen Martin and Mike Osterling.

Author: Martin, Karen, active 2004.

Imprint:Boca Raton, FL : CRC Press, c[2013].

Descriptionxi, 104 p. : color ill. ; 26 cm. + 1 CR-ROM (4 3/4 in.)

Note:"Second edition" --introduction.

Note:What is a process? -- What is metric-based process mapping (MBPM)? -- Mapping preparation -- Mapping essentials: understanding the current state -- Mapping essentials: designing and implementing the future state -- Process documentation: an Excel-based solution -- Process management.

Bibliography Note:Includes bibliographical references and index.

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