Quality function deployment as applied to a health care system
CIE '96 Proceedings of the 19th international conference on Computers and industrial engineering
Knowledge management and data mining for marketing
Decision Support Systems - Knowledge management support of decision making
Discovery-Driven Exploration of OLAP Data Cubes
EDBT '98 Proceedings of the 6th International Conference on Extending Database Technology: Advances in Database Technology
Advances in business process management
Data & Knowledge Engineering - Special issue: Advances in business process management
Resource behavior measure and application in business process management
Expert Systems with Applications: An International Journal
A conceptual model for proactive-interactive customer complaint management systems
International Journal of Business Information Systems
A methodology to map customer complaints and measure customer satisfaction and loyalty
Service Oriented Computing and Applications
| Hi-index | 12.05 |
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 financial service industry. In this study, we propose a web-based decision support system for business process management employing customer complaints, namely Voice of the Customer (VOC), and its handling data for service improvement. It involves VOC conversion for data enrichment and includes analysis of summarization, exception and comparison. The proposed system is evaluated on a major credit card company in South Korea.