Performance effects of the business process change in large enterprises: the case of Croatia
Performance effects of the business process change in large enterprises: the case of Croatia

Summary/Abstract: The main aim of this paper is forming the model of impact that business process change management has on organizational performance of large companies. Critical Success Factors – CSFs are closely observed in such a model. It was proved that the business process changes, observed through critical success factors, affect organizational performance that are observed through customer satisfaction and financial performance of the company. The direct relationship among the proposed variables, as well as the proposed conceptual research model, are empirically validated.

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