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首页> 外文期刊>International journal of agile systems and management >Managing reverse exchange in the service supply chain using role activity diagram: a case study of credit card complaint management
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Managing reverse exchange in the service supply chain using role activity diagram: a case study of credit card complaint management

机译：使用角色活动图管理服务供应链中的反向交换：信用卡投诉管理的案例研究

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摘要

Service industry is associated with the flow of information and finance. In the past, a significant amount of work has been done to address the different issues of direct exchange between service providers and customers. However, research on reverse exchange of service supply chain is still in a primitive stage. As there is no exchange of material goods between customers and service providers, quality of service plays a vital role in defining their business. Hence, the reverse exchange between service providers and customer plays a huge role in making the service supply chain more sustainable. Banking industry is one of the main segments of the service industry. This paper is focused on the credit card complaint handling process of a bank in Bangladesh. There were many bottlenecks in the workflow of their complaint handling system. The whole process has been modelled using role activity diagram (RAD) and is demonstrated in the case study.
机译：服务业与信息流和金融流动有关。过去，已经完成了大量工作来解决服务提供商和客户之间直接交流的不同问题。但是，对服务供应链反向交换的研究仍处于原始阶段。由于客户和服务提供商之间没有重新交换材料，服务质量在定义业务方面发挥着重要作用。因此，服务提供商和客户之间的反向交流在使服务供应链更可持续的方面发挥着巨大作用。银行业是服务业的主要部分之一。本文专注于孟加拉国银行的信用卡投诉处理过程。投诉处理系统的工作流程中有许多瓶颈。整个过程使用角色活动图（RAD）进行了建模，并在案例研究中进行了说明。

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