Integrated business excellence model for a trading company
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.
Keywords
Citation
Bauer, A. and Reiner, G. (2002), "Integrated business excellence model for a trading company", Managerial Auditing Journal, Vol. 17 No. 9, pp. 576-580. https://doi.org/10.1108/02686900210447579
Publisher
:MCB UP Ltd
Copyright © 2002, MCB UP Limited