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- W1531976865 abstract "Product quality and service quality are complementary components of customer value. To meet customers' dynamic requirements, many enterprises have invested in service-centre platforms based on information and communications technology to enable direct interaction with their customers. To create value for customers, customer service centers should be constructed according to well-defined service models and optimized service processes that benefit from up-to-date information technology. In this paper, we propose a value engineering based method to support the configuration of customer-service centers and improve call-centre service quality. The proposed method integrates failure modes and effect analysis, the theory of inventive problem solving, the lean-management approach, and the Six Sigma approach. A case study in a global manufacturing company is conducted to determine the feasibility and effectiveness of the proposed method. The results confirm that the model improves call-centre service quality." @default.
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- W1531976865 date "2015-04-01" @default.
- W1531976865 modified "2023-09-25" @default.
- W1531976865 title "A Value Engineering Based Method of Configuring ICT-Based Customer Service Centers" @default.
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- W1531976865 doi "https://doi.org/10.1109/icisce.2015.28" @default.
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