In this paper, we first present the conceptual framework for the customer satisfaction‐oriented evaluation of process improvements that is embedded in an improvement cycle. The basic feature of the evaluation model is the relationship between the overall customer satisfaction value of a...

A lot of innovation happening nowadays is not so much in the products as in the processes. The importance of integrated, globally optimised supply chains is well understood. Executives have discovered the impact on business performance that can be achieved by effectively managing their supply...