Universiti Teknikal Malaysia Melaka
The globalization of businesses and the germination of customer satisfaction importance induced a profound transfer from transitional to relational marketing, together with the introduction of relationship marketing concept. To surmount this transition, business process improvement is acknowledged as one of the prevailing methods to conduct changes in organizations. Concerning the achievement of process superiority and the superlative services to customers, practitioners are advised to benefit the customer-oriented BPI methodologies. While they have their roots in private sectors and manufacturing organizations, recently they are widely used in public sectors as well.