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Linking Customer Satisfaction Attributes with Process Metrics in Service Industries

Summary: Organizations are under increasing pressure to satisfy customers, while continuously improving processes. Process improvement methodologies emphasize the importance of selecting performance measures that are related to customers. There is, however, the need for a methodology to progress backward from identifying customer needs to identifying key performance measures within a process. This article describes such a methodology. It progresses in a logical sequence from identifying and operationalizing customer needs to identifying process metrics that are linked to customer needs. Application of the methodology in a service industry is detailed.

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  • Topics: Process Management
  • Keywords: Process improvement,Service quality
  • Author: DeYong, Camille F.; Case, Kenneth E.
  • Journal: Quality Management Journal