Call Center

Research Paper # 107228

Business > Applied Operations
Computer and Technology > Software

Call Center

A review of modelling simulation and re-engineering of business processes.

2,795 words () | 19 sources | APA | 2006 Mauritius

Paper Summary:

The paper states that re-engineering business processes involve changes in people, and technology. In this paper, a flexible business process modelling, simulation and re-engineering (BPMSR) approach is presented. Modelling starts with precisely defining model objectives and boundaries, and carrying extensive data analysis. The paper discusses simulation modelling, which allows testing and analysis of different scenarios to understand their impact on a broader 'system' and evaluate feedback before moving forward with re-engineering implementation plans. The paper concludes that the need for a flexible and adaptive methodology is stressed to augment efficiency and effectiveness of reengineering cycle. The application of BPMSR is discussed in the context of a typical call center.

Outline:
Methodologies for BPMSR
Process Modelling and Simulation
Re-engineering lifecycle
Call Center Example
Conclusion

From the Paper:

"Business processes consist of a series of logically connected entities that use organisation's resources. Davenport and Short [1990] [3] define a process as "a structured, measured set of activities designed to produce a specified output for a particular customer or market". In a majority of definitions, the common elements relate to the process itself (usually described as transformation of input, work flow, or a set of activities), process input and process output, usually related to creating value for a customer, or achieving a specific goal [13].
Flexible simulation has an important role in modelling and analysing the activities in introducing BPR since it enables quantitative estimations on influence of the redesigned process on system performances [14]. The simulation of business processes represents one of the most widely used applications of operational research. It allows understanding the fundamentals of business systems, identifying opportunities for change, and evaluating the impact of proposed changes on key performance indicators. The design of business simulation models is proposed as a suitable tool for BPR projects."

Sample of Sources Used:

Davenport, T.H. and Perez-Guardado M.A. 1999. Process Ecology: A New Metaphor for Reengineering-Oriented Change. In Business Process Engineering: Advancing The State Of The Art, Kluwer Academic Publishers: Norwell, Mass. pp. 25-44.
Armistead, Colin and Philip Rowland. 1996. Managing Business Processes: BPR and Beyond. New York: John Wiley and Sons.
Davenport T.H. and Short, J.E. 1990. The New Industrial Engineering: Information Technology and Business Process Redesign, Sloan Management Review, pp. 11-27.
Grover, V. and Kettinger W.J. Eds. 1995. Business Process Change: Concepts, Methodologies and Technologies. Harrisburg, Idea Group.
Hammer, Champy M.J. 1993. Reengineering the Corporation: A Manifesto for Business Revolution. New York NY USA, Harper Business.