Melanie Müller 
Von der richtigen Beschwerdeannahme zur Prozessoptimierung 

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