Der Mehrwert von Prozessmanagement auf die Kundenzufriedenheit in einem Lebensmittelunternehmen

Abstract

This bachelor thesis examines the impact of effective process management on customer satisfaction in a food company and how this can positively influence the overall business success. The study is based on the increasing importance of process-oriented structures in an industry shaped by high quality requirements, volatile supply chains, and growing competitive pressure. To answer the research questions, five expert interviews were conducted with managers from different areas of the food industry. The qualitative content analysis method according to Mayring was used to evaluate the data systematically. The identified key topics include planning processes, internal communication, digital support tools, and the management of critical product categories. The findings show that process management has a significant influence on customer satisfaction. Precisely demand planning, stable workflows, clearly defined responsibilities, and functioning communication structures were mentioned as central success factors. In contrast, planning errors, inefficient interfaces, or a lack of transparency affects the delivery capability and the overall customer experience negable. Furthermore, the results indicate that optimized processes not only improve customer satisfaction but also offer economic benefits. Higher product availability, reduced error rates and faster reaction times contribute to stronger customer loyalty and indirectly support increased sales. The interviewees emphasized that process management should be viewed not only as an internal coordination tool but also as a strategic element for enhancing competitiveness. The thesis indicates practical recommendations, including the improved integration of digital systems, the promotion of cross-functional communication, and the targeted management of critical product groups. In addition, it outlines opportunities for future research—such as the use of artificial intelligence in planning and the implementation of process-oriented structures in medium-sized enterprises. In summary, this study shows that specific process management makes a measurable contribution to improving customer satisfaction and securing long-term business success in the food industry.

Date of Award	2025
Original language	German (Austria)
Supervisor	Maximilian Gruber (Supervisor)