001 avmolOPAC2008-307
100 $aJacka, J. Mike
245 $aBusiness process mapping $bimproving customer satisfaction $cJ. Mike Jacka, Paulette J. Keller
260 $aNew York $bJoh Wiley & Sons $c2002
650 $aReinżynieria
700 $aKeller, Paulette J.
920 $a0-471-07977-4