Integrated business excellence model for a trading company

Andreas Bauer, Gerald Reiner

Publication: Scientific journalJournal articlepeer-review


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.

Original languageEnglish
Pages (from-to)576-580
Number of pages5
JournalManagerial Auditing Journal
Issue number9
Publication statusPublished - 1 Dec 2002


  • Continuous improvement
  • Customer satisfaction
  • Performance measurement
  • Process management

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