A redesign framework for call centers

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

Onderzoeksoutput: Hoofdstuk in Boek/Rapport/CongresprocedureConferentiebijdrageAcademicpeer review

3 Citaten (Scopus)


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.
Originele taal-2Engels
TitelProceedings of the fourth international Conference on Business Process Management (BPM 2006)
RedacteurenS. Dustar, J.L. Fiadero, A. Seth
Plaats van productieBerlin
StatusGepubliceerd - 2006
Evenement4th International Conference on Business Process Management (BPM 2006), September 5-7, 2006, Vienna, Austria - Vienna, Oostenrijk
Duur: 5 sep 20067 sep 2006

Publicatie series

NaamLecture Notes in Computer Science
ISSN van geprinte versie0302-9743


Congres4th International Conference on Business Process Management (BPM 2006), September 5-7, 2006, Vienna, Austria
Verkorte titelBPM 2006
AnderInternational Conference on Business Process Management ; 4 (Vienna) : 2006.09.05-07


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