Author: Bauer Andreas Reiner Gerald
Publisher: Emerald Group Publishing Ltd
ISSN: 0268-6902
Source: Managerial Auditing Journal, Vol.17, Iss.9, 2002-12, pp. : 576-580
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Abstract
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.
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