Academic Journals Database
Disseminating quality controlled scientific knowledge

Business Process Management in Service-Oriented Companies

Author(s): Simona KLEINHEMPEL | Stefan Ioan NITCHI | Lucia RUSU

Journal: Informatica Economica Journal
ISSN 1453-1305

Volume: 14;
Issue: 3;
Start page: 189;
Date: 2010;
VIEW PDF   PDF DOWNLOAD PDF   Download PDF Original page

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

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.
Affiliate Program      Why do you need a reservation system?