PROPOSED BUSINESS PROCESS IMPROVEMENT MODEL WITH INTEGRATED CUSTOMER EXPERIENCE MANAGEMENT
نویسندگان
چکیده
منابع مشابه
Business Process Improvement, Business Process Reengineering, and Business Process Management
• Customer satisfaction: The result of optimizing and aligning business processes to fulfi ll customers’ needs, wants, and desires. • Cost reduction: The result of optimizing operations and supplier processes. • Cycle and fulfi llment time reduction: The result of optimizing the manufacturing and logistics processes. • Quality: The result of optimizing the design, development, and production pr...
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In recent years, business process management (BPM) has emerged as a major process management approach to acquire the agility and flexibility of the business processes. As being failed to effectively evaluate, monitor, and control the business processes, paradigms of BPM have evolved continuously with changes in information technology (IT), and vice versa. BPM should be implemented based on a sy...
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Continual improvement is central to all organizational frameworks such as the IT Infrastructure Library (ITIL). Typically, data are collected through the lifecycle of a business process and analyzed asynchronously to identify long-term improvements. This position paper illustrates a limitation of this approach of continual improvement. When a support process is spawned to address a customer iss...
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In financial service industry, service improvement should be considered from process viewpoint and customer viewpoint because the value creation is ultimately linked with internal business processes on the back office and customers are involved as a co-producer of value. In this perspective, customer complaints through call centers are adequate to support the analysis for service improvement in...
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ژورنال
عنوان ژورنال: The South African Journal of Industrial Engineering
سال: 2011
ISSN: 1012-277X
DOI: 10.7166/21-1-65