Integrated business excellence model for a trading company

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.