{"id":743,"date":"2012-10-26T15:11:14","date_gmt":"2012-10-26T13:11:14","guid":{"rendered":"http:\/\/www.processorientation.com\/?p=743"},"modified":"2013-01-26T16:14:15","modified_gmt":"2013-01-26T14:14:15","slug":"process-ownership-and-continuous-process-improvement-effects-on-financial-performance-and-customer-satisfaction","status":"publish","type":"post","link":"http:\/\/www.processorientation.com\/?p=743","title":{"rendered":"Process Ownership and Continuous Process Improvement: Effects on Financial Performance and Customer Satisfaction"},"content":{"rendered":"

This article introduces the study \u201cThe Joint Impact of Process Ownership and Continuous Process Improvement on Financial Performance and Customer Satisfaction\u201d by D. Weitlaner, M. Kohlbacher and A. Kamagaew, which will be presented at the IEEE International Conference on Industrial Engineering and Engineering Management in Hong Kong<\/a> in December 2012. The study is nominated for the best paper award.<\/p>\n

The process owner role and continuous process improvement are two key components of business process orientation. The article investigates whether the implementation of these two concepts can improve the firms\u2019 financial performance and customer satisfaction. The study is based on data from 840 Austrian manufacturing and service companies. The empirical evidence indicates that organizations that implement both concepts \u2013 process ownership and continuous process improvement \u2013 reap the fruits of process management in terms of higher financial performance and customer satisfaction.<\/p>\n

The paper will be available via IEEE Xplore<\/a> after the conference. The poster of the study can be found here<\/a>.<\/p>\n