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首页> 外文会议>International Conference on E-Commerce and Web Technologies(EC-Web 2005); 20050823-26; Copenhagen(DK) >The Framework of Web-Based Voice of the Customers Management for Business Process Management in Service Industry
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The Framework of Web-Based Voice of the Customers Management for Business Process Management in Service Industry

机译：服务业中基于Web的客户管理语音框架

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摘要

To manage the quality of services, internal business processes should be managed as like the intermediate products are controlled for quality of final products in the manufacturing industry. The business process management (BPM) with the aim of improving processes requires both analysis and evaluation of practices. Till now, while the transactional data such as total sales are sufficiently analyzed, Customers' responses on the business processes are not considered. In this paper, we introduce the voice of the customers (VOC) as a data source for BPM in the service industry. We suggest a VOC management framework that acquires data about business processes performance and quality of services. A consequent data model and business process model are followed.
机译：为了管理服务质量，应像管理中间产品一样对内部业务流程进行管理，以控制制造业中最终产品的质量。旨在改进流程的业务流程管理（BPM）需要对实践进行分析和评估。到现在为止，虽然已充分分析了诸如总销售额之类的交易数据，但仍未考虑客户对业务流程的响应。在本文中，我们介绍了作为服务行业BPM数据源的客户之声（VOC）。我们建议使用VOC管理框架来获取有关业务流程性能和服务质量的数据。随之而来的是数据模型和业务流程模型。

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