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(Business) Process Orientation

The approach of (business) process orientation emphasizes process as opposed to hierarchies with special focus on outcomes, particularly customer satisfaction (McCormack and Johnson, 2001). Process orientation means focusing on business processes ranging from customer to customer instead of placing emphasis on functional structures (Reijers, 2006). A process-oriented organization applies the concept of business process management (BPM). The term process orientation is linked to various topics, e.g. organization, strategic management or quality management.

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