Business Process Management in Service-Oriented Companies
This paper presents the business model of a call center company including human resource management features. Starting from several approaches of business model definitions, we adopted a model for a service-oriented company. Based on the system objective, function, component modules and key indicators of Telmar software we analyzed a call centre company, using aggregated data from this software and determined human resource dynamics for past three years and key management indicators in two campaigns.
Year of publication: |
2010
|
---|---|
Authors: | KLEINHEMPEL, Simona ; NITCHI, Stefan Ioan ; RUSU, Lucia |
Published in: |
Informatica Economica. - Academia de Studii Economice din Bucureşti, ISSN 1453-1305. - Vol. 14.2010, 3, p. 189-198
|
Publisher: |
Academia de Studii Economice din Bucureşti |
Subject: | Business Process Monitoring | Key Management Indicators | Efficiency Of Human Resource Management |
Saved in:
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