A redesign framework for call centers

M.H. Jansen-Vullers, M. Netjes, H.A. Reijers, M.J. Stegeman

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

3 Citations (Scopus)

Abstract

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.
Original languageEnglish
Title of host publicationProceedings of the fourth international Conference on Business Process Management (BPM 2006)
EditorsS. Dustar, J.L. Fiadero, A. Seth
Place of PublicationBerlin
PublisherSpringer
Pages306-321
DOIs
Publication statusPublished - 2006
Event4th International Conference on Business Process Management (BPM 2006), September 5-7, 2006, Vienna, Austria - Vienna, Austria
Duration: 5 Sep 20067 Sep 2006

Publication series

NameLecture Notes in Computer Science
Volume4102
ISSN (Print)0302-9743

Conference

Conference4th International Conference on Business Process Management (BPM 2006), September 5-7, 2006, Vienna, Austria
Abbreviated titleBPM 2006
CountryAustria
CityVienna
Period5/09/067/09/06
OtherInternational Conference on Business Process Management ; 4 (Vienna) : 2006.09.05-07

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