Bachelorarbeit aus dem Jahr 2011 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 2, Fachhochschule Vorarlberg GmbH, 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.