عنوان انگلیسی مقاله:
Customer-centric prioritization of process improvement projects
ترجمه فارسی عنوان مقاله:
اولویت بندی مشتری محوری پروژه های بهبود فرآیند
Sciencedirect - Elsevier - Decision Support Systems, 133 (2020) 113286: doi:10:1016/j:dss:2020:113286
Today, customers can conveniently compare products and decide how to interact with companies. With cus- tomer centricity becoming an important success factor, companies must drive customer satisfaction not only through excellent products but also through customer-centric processes. As many companies face an abundance of action possibilities, fast-changing customer needs, and scarce resources, guidance regarding the customer- centric prioritization of process improvement projects is in high need. As existing approaches predominantly focus on process efficiency, we propose a decision model that accounts for the effects of process improvement on customer centricity in line with justificatory knowledge on value-based process decision-making, project port- folio selection, and the measurement of customer satisfaction. When building the decision model, we adopted the design science paradigm and used multi-criteria decision analysis as well as normative analytical modeling as research methods. We evaluated the model by discussing it with practitioners, by building a software prototype, and by applying it at a German insurance company. Overall, our research extends the prescriptive knowledge on process prioritization and customer process management.
Keywords: Business process management | Business process improvement | Process decision-making | Customer centricity | Project portfolio selection | Kano model