The Relationshib Between Customer Satisfaction & Process Excellence

The Relationship between form Excellence & client comfort

In partial fulfill of Master of International Business Administration(MIBA)

executive program: Dr.Ashraf Sheta Submitted by: Moatz Mohammed Hamed
ESLSCA 35-FD

Spring 2012

Abstract
We know that in our new innovation the competition is very tough & very hard; there are some options for the customers to choose among them. There are many companies which work hard to satisfy their customers & gain new ones. anyhow that the technology revolution every day makes the competition more than difficult, so otherwise we have a strong carcass to align the company with the market, we will be out of the competition.

The intumesce-nigh of organization become a customer-focused organization to compete well in the market. The customer becomes the driver for organization strategy. In tack to satisfy the customer & moreover delight the customer, the organization should chip in a strong system that assures the continuous improvement & customer focused. For this reason the organization transfer their systems to be process focused. The bpm (Business mathematical operation Management) is the new comer for the market to drive the companies in more ecstasy for their customers. This paper highlights the relation between the bpm & customer satisfaction & how the well management for the processes reaches to customer satisfaction through delivering value to the customer.

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List of public figureures
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1: Process Stages………………………………………………………….....…….4 Fig 2.2: Elements of business process management……………………………...……..10 Fig 2.3: The Process Strategy in strategic & task level……………………………...…..11 Fig 3.1: Structure of Traditional & customer-Oriented Organization…………….….….18 Fig 3.2: Customer Satisfaction Theory…………………………………………………..23 Fig 3.3: Kanos Model …………………………………………………………......…....25 Fig 3.4: European Customer Satisfaction Index…………………………………..….....25 Fig 4.1: Process Stages………………………………………………………………......26 Fig.4.2:...If you want to bulge out a full essay, order it on our website: Orderessay



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