Quality function deployment as applied to a health care system
CIE '96 Proceedings of the 19th international conference on Computers and industrial engineering
A new approach to quality function deployment planning with financial consideration
Computers and Operations Research
Synchronous quality function deployment (QFD) over world wide web
Computers and Industrial Engineering - 26th International conference on computers and industrial engineering
A framework of an intelligent quality function deployment (IQFD) for discrete assembly environment
Computers and Industrial Engineering - Special issue: Selected papers from the 25th international conference on computers & industrial engineering in New Orleans, Louisiana
Advances in business process management
Data & Knowledge Engineering - Special issue: Advances in business process management
Data Mining: Concepts and Techniques
Data Mining: Concepts and Techniques
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To improve the quality of service, internal business processes should be managed like the intermediate products are controlled for quality of final products in the manufacturing industry. The Business Process Management (BPM) aims to improve processes and requires both analysis and evaluation of practices. In this paper, we introduce the voice of call center customers (VOC) as a data source for BPM in the service industry. We adopt a VOC management framework that acquires data about business processes performance and quality of services. We develop a Web-based system for analyzing the VOC of a life insurance company, which helps decision makers understand customer needs better and helps them make consistent decisions regarding customer support. It uses conventional statistical and data mining techniques to identify customer voice patterns. We gather actual customer complaints from the service operation of the target company. Using this data, the system pinpoints problematic areas where complaints happened, the relationship among problems, and the root cause of problems.