Uusitalo, Kari; Hakala, Henri; Kautonen, Teemu - In: The international journal of business science & applied … 3 (2008) 1, pp. 1-13
Process-based thinking commonly focuses on enhancing the efficiency of processes, while it is often criticized for not paying enough attention to the customer. This paper argues that customer complaint information can be used as a basis for customer-focused process improvement. Thus, it is not...
