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International Conference on Business Process Management

BPM 2006: Business Process Management pp 306–321Cite as

A Redesign Framework for Call Centers

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Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 4102))

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.

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Author information

Authors and Affiliations

  1. Department of Technology Management, Eindhoven University of Technology, P.O. Box 513, NL-5600 MB, Eindhoven, The Netherlands

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

Authors
  1. M. H. Jansen-Vullers
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  2. M. Netjes
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  3. H. A. Reijers
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  4. M. J. Stegeman
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Editor information

Editors and Affiliations

  1. Distributed Systems Group, Information Systems Institute, Vienna University of Technology, Austria

    Schahram Dustdar

  2. Department of Computer Science, University of Leicester, University Road, LE1 7RH, Leicester, UK

    José Luiz Fiadeiro

  3. Kno.e.sis Center, Dept. of Computer Science & Engineering, Wright State University, 3640 Colonel Glenn Hwy, Dayton, Ohio

    Amit P. Sheth

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© 2006 Springer-Verlag Berlin Heidelberg

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Jansen-Vullers, M.H., Netjes, M., Reijers, H.A., Stegeman, M.J. (2006). A Redesign Framework for Call Centers. In: Dustdar, S., Fiadeiro, J.L., Sheth, A.P. (eds) Business Process Management. BPM 2006. Lecture Notes in Computer Science, vol 4102. Springer, Berlin, Heidelberg. https://doi.org/10.1007/11841760_21

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  • DOI: https://doi.org/10.1007/11841760_21

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-38901-9

  • Online ISBN: 978-3-540-38903-3

  • eBook Packages: Computer ScienceComputer Science (R0)

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