Please use this identifier to cite or link to this item: https://doi.org/10.21256/zhaw-3288
Title: Business process management tools as a measure of customer-centric maturity
Authors : Vojvodic, Mag. Milomir
Hitz, Christian
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), Prague, Czechia, July 12-14, 2018
Publisher / Ed. Institution : Future Academy
Issue Date: 2019
License (according to publishing contract) : CC BY-NC-ND 4.0: Attribution - Non commercial - No derivatives 4.0 International
Type of review: Peer review (publication)
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.
Departement: School of Management and Law
Organisational Unit: Institute of Business Information Technology (IWI)
Publication type: Conference paper
DOI : 10.21256/zhaw-3288
10.15405/epsbs.2019.01.02.34
ISSN: 2357-1330
URI: https://digitalcollection.zhaw.ch/handle/11475/16999
Appears in Collections:Publikationen School of Management and Law

Files in This Item:
File Description SizeFormat 
Business process management tools_2018_SC2.1.pdf1.08 MBAdobe PDFThumbnail
View/Open


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.