Modeling the IRS taxpayer information system
Operations Research
Simulation Modeling and Analysis
Simulation Modeling and Analysis
A modelling and evaluation methodology for e-commerce enabled BPR
Computers in Industry - Stimulating manufacturing excellence in small and medium enterprises
Integrating simulation in organizational design studies
International Journal of Information Management: The Journal for Information Professionals
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The importance of delivering world class services to customers around the globe has emerged the call centres as a strategic asset for customer-centric companies in all industries. The need for high service level and low operational cost achievements puts pressures on the companies and calls for sound decision making and accurate operation performance measurements. As a result, organisational decision making, regarding the call centre, is more and more connected to the corporate strategy influencing critical success factors, such as the customer service level. Tools like the Balanced Scorecard and Business Process Simulation are well known to assist organisations in all levels of management decision making (operational, tactical and strategic). This study proposes a joint effort, combining business process simulation and Balanced Scorecard into a powerful management tool that is capable of developing alternative dynamic scenarios subject to different parameters such as staffing needs, alternative process workflow, priority rules and desired customer service levels.