1.2. Thesis Methodology

As already mentioned, this work consists of two parts. One theoretical element, which focuses on definitions and explanations of processes dealing with customer management and another practice orientated part, which is treating the customer satisfaction survey in detail.

Chapter 2 deals with all the descriptions of general key words, which are usually used when customer orientation is being discussed. In addition two possibilities for the measurement and analysis of customer satisfaction are presented, the Kano-model and the Net Promoter Score. In chapter 3 the method of how to conduct a survey is described in theory before moving on to the practical part of the thesis where in chapter 4 the company Fresenius Kabi is presented in the special situation as being a provider for i. v. generics. The next chapter focuses on the Fresenius Kabi customer satisfaction survey, which will be followed by an analysis and a report on the findings in chapter 6.

A summary describing the outcome and benefits of the survey and giving an outlook on recommendations for improvement in the future concludes this thesis.