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Business Process Management in Service-Oriented Companies

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  • Simona KLEINHEMPEL

    ()

  • Stefan Ioan NITCHI

    ()

  • Lucia RUSU

    ()

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    Abstract

    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.

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    File URL: http://revistaie.ase.ro/content/55/2007%20-%20Kleinhempel,%20Nitchi,%20Rusu.pdf
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    Bibliographic Info

    Article provided by Academy of Economic Studies - Bucharest, Romania in its journal Informatica Economica.

    Volume (Year): 14 (2010)
    Issue (Month): 3 ()
    Pages: 189-198

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    Handle: RePEc:aes:infoec:v:14:y:2010:i:3:p:189-198

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    Related research

    Keywords: Business Process Monitoring; Key Management Indicators; Efficiency Of Human Resource Management;

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    1. Nagesh N. Murthy & Goutam N. Challagalla & Leslie H. Vincent & Tasadduq A. Shervani, 2008. "The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation," Management Science, INFORMS, vol. 54(2), pages 384-399, February.
    2. Morris, Michael & Schindehutte, Minet & Allen, Jeffrey, 2005. "The entrepreneur's business model: toward a unified perspective," Journal of Business Research, Elsevier, vol. 58(6), pages 726-735, June.
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