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Service Quality Improvement through Business Process Management based on Data Mining

This paper introduces voice of call center customers (VOC) as a data source for business process management (BPM) to help decision makers better understand customer needs and make consistent decisions regarding customer support.

"To improve the quality of service, internal business processes should be managed like the intermediate products are controlled for quality of final products in the manufacturing industry. The Business Process Management (BPM) aims to improve processes and requires both analysis and evaluation of practices. In this paper, we introduce the voice of call center customers (VOC) as a data source for BPM in the service industry. We adopt a VOC management framework that acquires data about business processes performance and quality of services. We develop a Web-based system for analyzing the VOC of a life insurance company, which helps decision makers understand customer needs better and helps them make consistent decisions regarding customer support. It uses conventional statistical and data mining techniques to identify customer voice patterns. We gather actual customer complaints from the service operation of the target company. Using this data, the system pinpoints problematic areas where complaints happened, the relationship among problems, and the root cause of problems."


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Service Quality Improvement through Business Process Management based on Data Mining

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Service Quality Improvement through Business Process Management based on Data Mining

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