The demand for improving business processes has a very wide range of literature and even very popular not only in academic life, but also among business experts. The topic is particularly actual even today as there is a lot of debate and confusion regarding to the boundaries and scope of...

The amelioration of dysfunctional processes can be approached by several points of view. On the one hand customers’ perceptions are analysed in our researches and on the other hand we perform the research from the view of the analyses of flowing documents, resources, information, data –...