摘要：The purpose of this paper is to present the results of an international process benchmarking and to compile models of best practice business processes. The results of our international process benchmarking study allowed us to develop a framework, comprising three models, for better meeting customers’ needs. The first model presents how to understand and meet customers’ needs generally. The second model comprises those operations, work practices and business processes, which are essential in meeting customers’ needs. The third model (organisation designing model) helps the company to check, whether or not the operations, work practises and business processes of the second model can be found in and applied to the company.
关键词：process benchmarking;customers’ needs;business processes;organisation designing model
