Bachelorarbeit aus dem Jahr 2011 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, 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.