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Customer-centric prioritization of process improvement projects

Title data

Kreuzer, Thomas ; Röglinger, Maximilian ; Rupprecht, Lea:
Customer-centric prioritization of process improvement projects.
In: Decision Support Systems. Vol. 133 (2020) .
ISSN 1873-5797
DOI: https://doi.org/10.1016/j.dss.2020.113286

Official URL: Volltext

Abstract in another language

Today, customers can conveniently compare products and decide how to interact with companies. With customer centricity becoming an important success factor, companies must drive customer satis-faction 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 re-sources, 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 justifi-catory knowledge on value-based process decision-making, project portfolio selection, and the meas-urement 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 re-search 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.

Further data

Item Type: Article in a journal
Refereed: Yes
Keywords: Business process management; Business process improvement; Process decision-making; Customer centricity; Project portfolio selection; Kano model
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Information Systems and Value-Based Business Process Management
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Information Systems and Value-Based Business Process Management > Chair Information Systems and Value-Based Business Process Management - Univ.-Prof. Dr. Maximilian Röglinger
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > Fraunhofer Project Group Business and Information Systems Engineering
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Result of work at the UBT: Yes
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 08 Jun 2020 09:05
Last Modified: 08 Jun 2020 09:05
URI: https://eref.uni-bayreuth.de/id/eprint/55473