With the increase in complexity and globalization, business environment has made R & D very important to an organization for its survival. ISO 9001: 2000 standard has influenced, to a great extent, the management of quality in an organization – big or small by introducing the concept of continual improvement and customer satisfaction in the system irrespective of its activities. This paper disc...

Customer satisfaction and relationship is complex, demanding, and yet crucial to an organization success and its competitive position in the marketplace. Due to rapid changes in emerging technologies there is a need for constant improvement and adjustment of product and services offered using e-commerce systems. Customer satisfaction is dependent on a large number of organizational as well as p...

today more than ever customer orientation as the most important competitive advantage has gained an increasing importance. this paper aims to examine the relation between perceived value, perceived quality, customer satisfaction, and re-purchase intention in tehran department stores. this is a descriptive survey study. the statistical population of the research is composed of customers of the t...

This study proposes a frontline learning process by which organizations capture new knowledge generated by frontline employees in addressing productivity-quality tradeoffs during customer interactions and transform it into updated knowledge for frontline use. Updated knowledge, in turn, is posited to influence customer satisfaction and financial outcomes (i.e., revenue, efficiency). Empirical t...

Quality management and customer satisfaction evaluation can be difficult tasks to perform when processes involve multiple production lines or provide multichannel services. As a consequence, the top management needs to check the quality from different perspectives and to evaluate the improvement strategies at several levels. To this aim, we propose to use Object-Oriented Bayesian Networks by wh...

Experiences with software technology development projects at ABB Inc. indicated a need for additional flexibility and speed during explorations of applying new technologies to future products. A case study was conducted at ABB to compare and contrast the use of an evolutionary-agile approach with a more traditional incremental approach in two different technology development projects. The study...

Since business workflows are closely related to enterprise performance, successfule execution of workflow is a critical driving force for strategic advantages of enterprise. Therefore, it is quite essential to customer satisfaction and productivity enhancement that structural errors in workflow instances must be detected and their performance must be evaluated before their enactments. For a str...