TY - JOUR
T1 - Integrated business excellence model for a trading company
AU - Bauer, Andreas
AU - Reiner, Gerald
PY - 2002/12/1
Y1 - 2002/12/1
N2 - In this paper, we first present the conceptual framework for the customer satisfactionoriented evaluation of process improvements that is embedded in an improvement cycle. The basic feature of the evaluation model is the relationship between the overall customer satisfaction value of a company and its processspecific customer satisfaction values. The results of an empirical research project show that this model is an interesting alternative to traditional primarily financeoriented techniques for identifying potential process improvements. In the third part of the paper, some extensions of the model, based on the customer satisfactionoriented evaluation of process improvements, are discussed.
AB - In this paper, we first present the conceptual framework for the customer satisfactionoriented evaluation of process improvements that is embedded in an improvement cycle. The basic feature of the evaluation model is the relationship between the overall customer satisfaction value of a company and its processspecific customer satisfaction values. The results of an empirical research project show that this model is an interesting alternative to traditional primarily financeoriented techniques for identifying potential process improvements. In the third part of the paper, some extensions of the model, based on the customer satisfactionoriented evaluation of process improvements, are discussed.
KW - Continuous improvement
KW - Customer satisfaction
KW - Performance measurement
KW - Process management
UR - http://www.scopus.com/inward/record.url?scp=84986100089&partnerID=8YFLogxK
U2 - 10.1108/02686900210447579
DO - 10.1108/02686900210447579
M3 - Journal article
SN - 0268-6902
VL - 17
SP - 576
EP - 580
JO - Managerial Auditing Journal
JF - Managerial Auditing Journal
IS - 9
ER -