Universität Rostock, 2019
Abstract: This paper explores the topic of digital complaint management with a focus on students of teaching at the University of Rostock and presents a process model in BPMN. First, the terms complaint and complaint management are explained. Using the example of the change to a or within teacher training, the findings from the terms are clarified, complaints are identified and the necessity of digital complaint management is founded. Finally, the developed process model for digital complaint management is described.
master thesis free access