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Business Process Management in Service-Oriented Companies

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

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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