“The client is king.” — a sentence which has been heard so often but the meaning of which has seldom been experienced. Many managers have recognized this ‘market loop’ within the company and have firmly embedded a customer-oriented approach as an essential element in their corporate strategy. A simple formula can describe what today’s management wants to achieve: high customer satisfaction = great business success. In practice, however, it is evident that the successful implementation of such a strategy cannot always be taken for granted. This article comprises a case study of
ÖBB Infrastruktur Betrieb AG
and describes, how Process Management can support consistent customer orientation and can thus exploit sustainable application potential within various areas of the company. The focus is on the implementation of a coherent Process Management method supported by the ARIS product line.