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Keywords: Internal customer
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Journal Articles
Internal customer satisfaction improvement with QFD technique
Available to Purchase
Journal:
Business Process Management Journal
Business Process Management Journal (2016) 22 (5): 957–968.
Published: 05 September 2016
...Madhav Sinha; Hatice Camgöz-Akdağ; H. Pınar İmer; K. Nazlı Ergin Purpose – The purpose of this paper is to employ quality function deployment (QFD) method for translating internal customer needs and expectations into appropriate service specifications to perform existing process assessments...
Journal Articles
Area activity analysis (AAA): a key 1990s tool put on the back burner
Available to Purchase
Journal:
Business Process Management Journal
Business Process Management Journal (2012) 18 (4): 644–654.
Published: 20 July 2012
... work team are analyzed to establish efficiency and effectiveness requirements. Findings Major improvement in employee morale and internal customer satisfaction. Research limitations/implications Comprehensive complete implementation limited to only a few organizations. Conceptual approach...
