Von der richtigen Beschwerdeannahme zur Prozessoptimierung

Von:

Melanie Müller

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Beschreibung

Bachelorarbeit aus dem Jahr 2011 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 2, Fachhochschule Vorarlberg GmbH , Sprache: Deutsch, Abstract: The present bachelor thesis is called: "From the correct handling of complaints toprocess optimisation". The bachelor thesis is about an insurance company whichlaunches a complaint management system to optimize their processes. Complaintsare very valuable for companies. The complaint management shows in which casesthe customers are unsatisfied with the insurance company. The assessment ofcauses is the next step. If the reasons for the dissatisfaction are analyzed, thecompany is able to start the elimination of the reasons with different methods. One ofthese methods is the complete process optimisation. Processes are very importantfor companies. They can save money and a lot of time if they introduce effectiveprocesses. Another reason is that the employees need an instruction for their work.The bachelor thesis points out the reasons for the dissatisfaction of the customersfrom the company and shows the way how to solve these problems through processoptimisation.