Process innovation: reengineering work through information technology
Process innovation: reengineering work through information technology
Design patterns: elements of reusable object-oriented software
Design patterns: elements of reusable object-oriented software
Workflow Modeling: Tools for Process Improvement and Application Development
Workflow Modeling: Tools for Process Improvement and Application Development
Distributed and Parallel Databases
Evaluation of Generic Process Design Patterns: An Experimental Study
Business Process Management, Models, Techniques, and Empirical Studies
Performance Analysis Using Coloured Petri Nets
MASCOTS '02 Proceedings of the 10th IEEE International Symposium on Modeling, Analysis, and Simulation of Computer and Telecommunications Systems
Gatekeepers and Referrals in Services
Management Science
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Call center simulations: call center simulation modeling: methods, challenges, and opportunities
Proceedings of the 35th conference on Winter simulation: driving innovation
Proceedings of the 35th conference on Winter simulation: driving innovation
Best practices in business process redesign: validation of a redesign framework
Computers in Industry
Design and control of workflow processes: business process management for the service industry
Design and control of workflow processes: business process management for the service industry
Workflow data patterns: identification, representation and tool support
ER'05 Proceedings of the 24th international conference on Conceptual Modeling
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An important shortcoming in the Business Process Redesign (BPR) literature is the lack of concrete guidance on how to improve an existing business process. Our earlier work has aimed at filling this gap by identifying a set of BPR best practices. This paper takes a further step by showing how a set of best practices can be used to derive a redesign framework for a specific domain, in this case for call centers. Such a framework identifies the various available design options and specifies the relevant performance characteristics. To evaluate concrete design configurations (i.e., coherent combinations of design choices) we use a formal modelling approach based on Petri nets and the simulation tool CPN-Tools. An industrial case study is used to gather relevant context data. We expect that this work helps researchers and practitioners to optimize the performance of actual call centers and to set up similar frameworks for other domains.