[austechwriter] Re: Resources for BAs


Christine,
Business Process Mapping: Improving Customer Satisfaction is a good intro
to the subject. It has a CRM focus but provides templates such as process
profile worksheets and work flow surveys that suit any business
environment. Good advice on interview techniques, process identification
and information gathering. But at around $100 it doesn't come cheap.
Authors: Jacka and Keller.
Publisher: John Wiley

All the best
Kay





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