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Comment on Practical Process: Picturing Process by Eustachio Nicoletti

Blog: BPTrends - Harmon on BPM

Good morning Mr. Treager,
congratulation for this you article: very clear.
Please, have you written anything about process measures but specificaly about customer satisfaction?
In my experience I’ve found financial kpi, most of time, process efficiency kpi, something, and never customer satisfaction kpi that I found inconsistent because the main (not the only) stakeholder to satisfy is the customer. What do you think?
Thank you

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