A Virtual Electronic Call Center Solution for Mass Customization

  • Authors:
  • Klaus Turowski

  • Affiliations:
  • -

  • Venue:
  • HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 8 - Volume 8
  • Year:
  • 1999

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Abstract

Since mass customization becomes more and more important as a marketing strategy, companies have to pro-duce highly specialized and individualized products. To satisfy these customer demands manufacturers, sup-pliers, and retailers build networks and connect their application systems. For this e-commerce techniques are a considerable asset to speed up the inter-company coordination process. In this paper an approach is dis-cussed that supports distributed, but logically integrated business processes, wherein complex and hard to standardize data occur, by applying e-commerce techniques. By doing so, the inter-company data exchange, planning, and coordination of the production process in case of mass customization are improved.