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Publication type: Conference paper
Type of review: Peer review (publication)
Title: Business process management tools as a measure of customer-centric maturity
Authors: Vojvodic, Mag. Milomir
Hitz, Christian
DOI: 10.21256/zhaw-3288
Proceedings: The European proceedings of social & behavioural sciences
Volume(Issue): 2018
Issue: 54
Pages: 394
Pages to: 405
Conference details: 14th International Strategic Management Conference (ISMC 2018), Prague, Czechia, 12-14 July 2018
Issue Date: 2019
Publisher / Ed. Institution: Future Academy
ISSN: 2357-1330
Language: English
Subjects: Business process management; Customer centricity; Strategic management
Subject (DDC): 658.4: Executive Management
Abstract: In application of business process management (BPM) tools in European commercial sectors, this paper examines current maturity of customer centricity construct (CC) as an emerging dimension of competition and as a potential strategic management direction for the future of business. Processes are one of the key components of transformation in the CC roadmap. Particular departments are more customer orientated than others, and processes, customer-centric expertise, and approach can be built and utilized starting from them. Positive items within a current business process that only involve minor modification could be the basis for that. The evidence of movement on the customer-centric roadmap is found. BPM in European telecommunications, banking, utility and retail sector supports roadmap towards customer-centricity in process view, process alignment and process optimization. However, the movement is partial and not flawless, as BPM hasn’t been inquired for supporting many of customer-centric dimensions.
Fulltext version: Published version
License (according to publishing contract): CC BY-NC-ND 4.0: Attribution - Non commercial - No derivatives 4.0 International
Departement: School of Management and Law
Organisational Unit: Institute of Business Information Technology (IWI)
Appears in Collections:Publikationen School of Management and Law

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