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The joint impact of process ownership and continuous process improvement on financial performance and customer satisfaction

 
: Weitlaner, D.; Kohlbacher, M.; Kamagaew, Andreas

:

Institute of Electrical and Electronics Engineers -IEEE-; IEEE Technology Management Council, Singapore Chapter; Institute of Electrical and Electronics Engineers -IEEE-, Singapore Section:
2012 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM 2012). Proceedings : Hong Kong, China, 10 - 13 December 2012
2012
ISBN: 978-1-4673-2945-3
ISBN: 978-1-4673-2946-0
pp.2380-2384
International Conference on Industrial Engineering and Engineering Management (IEEM) <2012, Hong Kong>
English
Conference Paper
Fraunhofer IML ()
continuous process improvement; customer satisfaction; financial performance; organizational process; process-orientation; process ownership

Abstract
There is a remarkable lack of empirical studies investigating the importance of process ownership and continuous process improvement, two dimensions of business process orientation. This study addresses this issue and examines the joint effect of these two concepts on organizational performance. Based on a literature review possible questionnaire items for process ownership, continuous process improvement, financial performance, and customer satisfaction are identified. Data from 840 Austrian manufacturing and service companies are gathered and analyzed. The present empirical results show that firms applying continuous process improvement methods and having process owners in place gain the highest financial performance in relation to the industry average and the highest customer satisfaction compared to competitors.

: http://publica.fraunhofer.de/documents/N-364325.html