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