{"id":289,"date":"2010-04-19T23:15:12","date_gmt":"2010-04-19T21:15:12","guid":{"rendered":"http:\/\/www.processorientation.com\/?p=289"},"modified":"2012-11-17T17:25:55","modified_gmt":"2012-11-17T15:25:55","slug":"the-effects-of-process-orientation-on-customer-satisfaction-product-quality-and-time-based-performance","status":"publish","type":"post","link":"http:\/\/www.processorientation.com\/?p=289","title":{"rendered":"The Effects of Process Orientation on Customer Satisfaction, Product Quality and Time-Based Performance"},"content":{"rendered":"<p>This article is a brief summary of the paper \u201cThe Effects of Process Orientation on Customer Satisfaction, Product Quality and Time-Based Performance\u201d by Kohlbacher M., presented at the 29th Annual International Conference of the Strategic Management Society in Washington D.C., October 2009 (<a href=\"http:\/\/dc.strategicmanagement.net\">http:\/\/dc.strategicmanagement.net<\/a>). The work focuses on the question whether there is a positive relationship between process orientation and customer satisfaction, product quality, time to market, delivery time and delivery reliability. The paper also investigates whether these relationships depend on firm size or on manufacturing process type (batch\/line vs. project\/jobbing producers). The study uses a sample of more than 120 Austrian manufacturing companies. The findings indicate that process orientation has a significant positive effect on customer satisfaction, product quality, time to market, delivery time and delivery reliability. Another finding is that firm size does not moderate these relationships. Therefore, process orientation should not be branded as an organizational approach only for large firms as the positive relationship between process orientation and firm performance also holds for medium-sized firms. Neither does the manufacturing process type moderate these relationships, i.e. process orientation leads to better performance not only for batch\/line producers, but also for project\/jobbing manufacturers. The paper is available <a href=\"http:\/\/www.processorientation.com\/wp-content\/uploads\/PaperSMS_final.pdf\" title=\"SMS 2009\">here<\/a>.<\/p>\n<!-- AddThis Advanced Settings generic via filter on the_content --><!-- AddThis Share Buttons generic via filter on the_content -->","protected":false},"excerpt":{"rendered":"<p>This article is a brief summary of the paper \u201cThe Effects of Process Orientation on Customer Satisfaction, Product Quality and Time-Based Performance\u201d by Kohlbacher M., presented at the 29th Annual International Conference of the Strategic Management Society in Washington D.C., October 2009 (http:\/\/dc.strategicmanagement.net). The work focuses on the question whether there is a positive relationship &#8230;<\/p>\n<p><a href=\"http:\/\/www.processorientation.com\/?p=289\" class=\"more-link\">Continue reading &lsquo;The Effects of Process Orientation on Customer Satisfaction, Product Quality and Time-Based Performance&rsquo; &raquo;<\/a><!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_mi_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_themeisle_gutenberg_block_has_review":false},"categories":[1],"tags":[34,30,37,36],"_links":{"self":[{"href":"http:\/\/www.processorientation.com\/index.php?rest_route=\/wp\/v2\/posts\/289"}],"collection":[{"href":"http:\/\/www.processorientation.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.processorientation.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.processorientation.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/www.processorientation.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=289"}],"version-history":[{"count":5,"href":"http:\/\/www.processorientation.com\/index.php?rest_route=\/wp\/v2\/posts\/289\/revisions"}],"predecessor-version":[{"id":751,"href":"http:\/\/www.processorientation.com\/index.php?rest_route=\/wp\/v2\/posts\/289\/revisions\/751"}],"wp:attachment":[{"href":"http:\/\/www.processorientation.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=289"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.processorientation.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=289"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.processorientation.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=289"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}