@inproceedings{a85c9c7f59df438185121d84e256753f,
title = "A value engineering based method of configuring ICT-based customer service centers",
abstract = "Product quality and service quality are complementary components of customer value. To meet customers' dynamic requirements, many enterprises have invested in service-centre platforms based on information and communications technology to enable direct interaction with their customers. To create value for customers, customer service centers should be constructed according to well-defined service models and optimized service processes that benefit from up-to-date information technology. In this paper, we propose a value engineering based method to support the configuration of customer-service centers and improve call-centre service quality. The proposed method integrates failure modes and effect analysis, the theory of inventive problem solving, the lean-management approach, and the Six Sigma approach. A case study in a global manufacturing company is conducted to determine the feasibility and effectiveness of the proposed method. The results confirm that the model improves call-centre service quality.",
keywords = "Customer-service center, Six Sigma, TRIZ, Value engineering",
author = "Lee, {Larry Jung Hsing} and Leu, {Jun Der} and Huang, {Yi Wei}",
note = "Publisher Copyright: {\textcopyright} 2015 IEEE.; 2015 2nd International Conference on Information Science and Control Engineering, ICISCE 2015 ; Conference date: 24-04-2015 Through 26-04-2015",
year = "2015",
month = jun,
day = "9",
doi = "10.1109/ICISCE.2015.28",
language = "???core.languages.en_GB???",
series = "Proceedings - 2015 2nd International Conference on Information Science and Control Engineering, ICISCE 2015",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
pages = "86--91",
editor = "Shaozi Li and Ying Dai and Yun Cheng",
booktitle = "Proceedings - 2015 2nd International Conference on Information Science and Control Engineering, ICISCE 2015",
}