Purpose – It is very complicated to keep the business processes under control since the business processes change rapidly and thus flexibility is an important attribute which businesses should possess in order to respond to rapid changes in the business environment. The purpose of this paper...

Purpose – The purpose of this paper is to investigate the impact of dividing the companies’ customers into different priority groups to be served according to their payment history and feedback on the business performance areas: service quality (SQ), business process time (BPT), business...