Integrated business excellence model for a trading company

Andreas Bauer, Gerald Reiner

Publikation: Wissenschaftliche FachzeitschriftOriginalbeitrag in FachzeitschriftBegutachtung


In this paper, we first present the conceptual framework for the customer satisfactionoriented 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 processspecific customer satisfaction values. The results of an empirical research project show that this model is an interesting alternative to traditional primarily financeoriented techniques for identifying potential process improvements. In the third part of the paper, some extensions of the model, based on the customer satisfactionoriented evaluation of process improvements, are discussed.

Seiten (von - bis)576-580
FachzeitschriftManagerial Auditing Journal
PublikationsstatusVeröffentlicht - 1 Dez. 2002

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