BIS record '2004/1/310'

BibTeX

@inproceedings{BIS:2004/1/310,
  author        = {S.P. Gayialis and
                   N.A. Panayiotou and
                   S.T. Ponis},
  title         = {A Structured Methodology and a Proposed Toolset for Reorganizing the Customer Service Process},
  year          = {2004},
  session       = {Customer Friendly Business},
  pages         = {162--174},
  crossref      = {BIS:2004/1},
  bibsource     = {BIS, http://bis.kie.ue.poznan.pl/biblio/},
  abstract      = {This paper presents an enterprise modelling methodology used in business process reengineering of organizations. The proposed methodology analyses four different views: process, organisation, information and systems. These views are interrelated between each other and provide a spherical analysis of the system under research. The Process Chart is the main tool used, providing a hierarchical decomposition of a process to sub-processes and activities (process view). The organizational actors of the activities (divisions or departments) are included in the process chart, providing the organizational view. The information exchanged between the actors is represented as input or output of the analysed activities (information view). Both the manual and the automatic activities (those supported by existing Information Systems) are identified, as well as the software modules used for their operation and the corresponding authorization roles in the system (systems view). The application of the proposed methodology is demonstrated in a case study concerning the re-engineering of the customer service process of a Greek large company. }
}

  
@proceedings{BIS:2004/1,
  editor        = {Witold Abramowicz},
  booktitle     = {BIS 2004, 7th International Conference on Business Information Systems, Poznań, Poland, 21-23 April 2004},
  title         = {BIS 2004, 7th International Conference on Business Information Systems, Poznań, Poland, 21-23 April 2004},
  publisher     = {Wydawnictwo Akademii Ekonomicznej w Poznaniu},
  isbn          = {83-7417-019-0},
  year          = {2004},
  bibsource     = {BIS, http://bis.kie.ue.poznan.pl/biblio/}
}