2012
DOI: 10.5120/7243-0288
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Analyse usage of process performance models to predict customer satisfaction

Abstract: The key parameter to differentiate the vendor capability in an IT industry is the value add that the customer experiences. To achieve this, it needs to be understood, what are the key parameters that drive this and what needs to be done to improve it. Process performance models help to understand customer satisfaction, it is a quantitative research, the associated process and probable parameters help in improving customer satisfaction. This process is established using a case study. The importance of process p… Show more

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Cited by 4 publications
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“…Breyfogle III [ 7 ] discussed implementing six sigma qualitative methods. Venkatesh et al [ 8 , 9 ] highlighted the importance of process performance models to improve customer satisfaction. Client objectives should be translated into quantitative objectives.…”
Section: Introductionmentioning
confidence: 99%
“…Breyfogle III [ 7 ] discussed implementing six sigma qualitative methods. Venkatesh et al [ 8 , 9 ] highlighted the importance of process performance models to improve customer satisfaction. Client objectives should be translated into quantitative objectives.…”
Section: Introductionmentioning
confidence: 99%