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https://doi.org/10.21256/zhaw-3288Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor.author | Vojvodic, Mag. Milomir | - |
| dc.contributor.author | Hitz, Christian | - |
| dc.date.accessioned | 2019-05-03T09:07:18Z | - |
| dc.date.available | 2019-05-03T09:07:18Z | - |
| dc.date.issued | 2019 | - |
| dc.identifier.issn | 2357-1330 | de_CH |
| dc.identifier.uri | https://digitalcollection.zhaw.ch/handle/11475/16999 | - |
| dc.description.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. | de_CH |
| dc.language.iso | en | de_CH |
| dc.publisher | Future Academy | de_CH |
| dc.rights | https://creativecommons.org/licenses/by-nc-nd/4.0/ | de_CH |
| dc.subject | Business process management | de_CH |
| dc.subject | Customer centricity | de_CH |
| dc.subject | Strategic management | de_CH |
| dc.subject.ddc | 658.5: Produktionssteuerung | de_CH |
| dc.title | Business process management tools as a measure of customer-centric maturity | de_CH |
| dc.type | Konferenz: Paper | de_CH |
| dcterms.type | Text | de_CH |
| zhaw.departement | School of Management and Law | de_CH |
| zhaw.organisationalunit | Institut für Wirtschaftsinformatik (IWI) | de_CH |
| dc.identifier.doi | 10.21256/zhaw-3288 | - |
| dc.identifier.doi | 10.15405/epsbs.2019.01.02.34 | de_CH |
| zhaw.conference.details | 14th International Strategic Management Conference (ISMC 2018), Prague, Czechia, 12-14 July 2018 | de_CH |
| zhaw.funding.eu | No | de_CH |
| zhaw.issue | 54 | de_CH |
| zhaw.originated.zhaw | Yes | de_CH |
| zhaw.pages.end | 405 | de_CH |
| zhaw.pages.start | 394 | de_CH |
| zhaw.publication.status | publishedVersion | de_CH |
| zhaw.volume | 2018 | de_CH |
| zhaw.publication.review | Peer review (Publikation) | de_CH |
| zhaw.title.proceedings | The European proceedings of social & behavioural sciences | de_CH |
| Appears in collections: | Publikationen School of Management and Law | |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| Business process management tools_2018_SC2.1.pdf | 1.08 MB | Adobe PDF |  View/Open |
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Vojvodic, Mag. M., & Hitz, C. (2019). Business process management tools as a measure of customer-centric maturity [Conference paper]. The European Proceedings of Social & Behavioural Sciences, 2018(54), 394–405. https://doi.org/10.21256/zhaw-3288
Vojvodic, Mag.M. and Hitz, C. (2019) ‘Business process management tools as a measure of customer-centric maturity’, in The European proceedings of social & behavioural sciences. Future Academy, pp. 394–405. Available at: https://doi.org/10.21256/zhaw-3288.
Mag. M. Vojvodic and C. Hitz, “Business process management tools as a measure of customer-centric maturity,” in The European proceedings of social & behavioural sciences, 2019, vol. 2018, no. 54, pp. 394–405. doi: 10.21256/zhaw-3288.
VOJVODIC, Mag. Milomir und Christian HITZ, 2019. Business process management tools as a measure of customer-centric maturity. In: The European proceedings of social & behavioural sciences. Conference paper. Future Academy. 2019. S. 394–405
Vojvodic, Mag. Milomir, and Christian Hitz. 2019. “Business Process Management Tools as a Measure of Customer-Centric Maturity.” Conference paper. In The European Proceedings of Social & Behavioural Sciences, 2018:394–405. Future Academy. https://doi.org/10.21256/zhaw-3288.
Vojvodic, Mag. Milomir, and Christian Hitz. “Business Process Management Tools as a Measure of Customer-Centric Maturity.” The European Proceedings of Social & Behavioural Sciences, vol. 2018, no. 54, Future Academy, 2019, pp. 394–405, https://doi.org/10.21256/zhaw-3288.
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