... be implemented in a truly customer-oriented way. Originality/value – This paper extends previous work by presenting one way in which BPM can follow up on its promise of increasing an organisations customer orientation. While servitisation has received a lot of attention in various disciplines, its...

...Hannu Saarijärvi; Hannu Kuusela; Kari Neilimo; Elina Närvänen Purpose – Despite the fact that customer orientation is increasingly used as a strategic guideline to ensure companies’ long-term success, it is too often left at conceptual level without any managerial or executive translation...

... Information systems Information networks Production improvement Customer orientation By continual process improvement, organizations over time begin to act proactively on customer feedback. By keeping track of customer complaints and causes of dissatisfaction, process improvement initiatives can...

...Rainer Alt; Thomas Puschmann Purpose The pharmaceutical industry is in the midst of a fundamental transformation. For example, institutional regulations that have been in place for decades are being removed and competitive pressures force pharmaceutical companies to adopt customer‐oriented...