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Kundenorientierte Prozessverbesserungen
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Kundenanforderungen und Kundenzufriedenheit sind Ausgangspunkt fr die Gestaltung der Geschftsprozesse eines Unternehmens. Das Buch zeigt auf, wie kundenorientierte Prozessverbesserungen durchgefhrt werden, um die Wettbewerbsfhigkeit zu strken. Im Mittelpunkt stehen dabei die Erhebung von Kundeninformationen, die Bestimmung von Schlsselprozessen und die Prozessbewertung. Fallstudien mit kleinen und mittleren Unternehmen demonstrieren praxisnah die Umsetzung des Konzepts.
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