A value engineering based method of configuring ICT-based customer service centers

Larry Jung Hsing Lee, Jun Der Leu, Yi Wei Huang

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

4 Scopus citations

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.

Original languageEnglish
Title of host publicationProceedings - 2015 2nd International Conference on Information Science and Control Engineering, ICISCE 2015
EditorsYun Cheng, Ying Dai, Shaozi Li
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages86-91
Number of pages6
ISBN (Electronic)9781467368506
DOIs
StatePublished - 9 Jun 2015
Event2015 2nd International Conference on Information Science and Control Engineering, ICISCE 2015 - Shanghai, China
Duration: 24 Apr 201526 Apr 2015

Publication series

NameProceedings - 2015 2nd International Conference on Information Science and Control Engineering, ICISCE 2015

Conference

Conference2015 2nd International Conference on Information Science and Control Engineering, ICISCE 2015
Country/TerritoryChina
CityShanghai
Period24/04/1526/04/15

Keywords

  • Customer-service center
  • Six Sigma
  • TRIZ
  • Value engineering

Fingerprint

Dive into the research topics of 'A value engineering based method of configuring ICT-based customer service centers'. Together they form a unique fingerprint.

Cite this