Business process re‐engineering at the Co‐operative Bank improving personal customer service

1995 ◽  
Vol 7 (1) ◽  
pp. 42-45 ◽  
Author(s):  
Wyn Dignan
Keyword(s):  
Customer Service ◽  
Business Process

Impact of Business Process Re-Engineering (BPR) Implementation on Customer Satisfaction in E-Commerce Companies

2018 ◽  
Vol 16 (4) ◽  
pp. 41-52
Author(s):  
Gutama Kusse Getele ◽  
Arrive Tsitaire Jean
Keyword(s):  
Customer Satisfaction ◽  
Random Sample ◽  
Customer Service ◽  
Business Process ◽  
Primary Data ◽  
Survey Questionnaire ◽  
Time Saving ◽  
Before And After

The objective of this article is to analyse the implementation of BPR in e-commerce platforms by measuring the level of customer satisfaction. The issues tested involve: how customers perceive the BPR objectives in e-commerce platforms; time used for diverse transactions before and after BPR; awareness and usage of BPR services provided by e-commerce platforms; satisfaction about the e-commerce platform services after BPR; BPR impact on customers, employees and e-commerce platform performance; advantages of BPR in e-commerce platforms and; difficulties faced by the customers after BPR in the e-commerce platform. Primary data was used through a survey questionnaire on a random sample of 402 student customers of Taobao and JD.com. The results found that time saving is significantly positive on implementation of BPR; following customers perceived a better quality of customer service. The sample student customers perceived that the BPR has a greater impact on customers than on employees, as well as on the performance of a platform.

BUSINESS PROCESS RE-ENGINEERING PRACTICES AND PERFORMANCE OF TELECOMMUNICATION SECTOR IN KENYA

2021 ◽  
pp. 162-173
Author(s):  
Edith Mohat ◽  
Justus Munyoki ◽  
John Cheluget
Keyword(s):  
Customer Service ◽  
Business Process ◽  
Business Process Reengineering ◽  
Inspection Time ◽  
Process Reengineering ◽  
Management Support ◽  
Telecommunication Sector ◽  
Cross Sectional ◽  
Effective Manner ◽  
Telecommunication Companies

ABSTRACT This study sought to establish Business Process Reengineering (BPR) strategies used by telecommunication companies in Kenya to enhance their service delivery to gain competitive advantage, and to explore the influence of BPR strategies in the telecommunication companies in Kenya. The study was anchored on the following theories, Resource-Based, the Open Systems and Stakeholder. The study used a descriptive cross sectional research design targeting thirty five telecommunication firms in Kenya. Data was collected through structured questionnaires. Data analysis was done by use of descriptive and inferential statistics. The study established that most of Telecommunication companies have used various BPR strategies such as Teleconferencing technologies, computerized performance measurement and reporting system, shared Information Technology infrastructure and computerized procurement system. Findings show that after BPR implementation the telecommunications firms were able to increase efficiency of customer service, quality of products and workforce, elimination of non-value adding process, reduction in inspection time, moving time and waiting/queuing time. The study recommends that Telecommunication companies should fully automate their operations besides replacing obsolete technology equipment with modern ones. BPR efforts should be implemented in the most effective manner through sound management and leadership; this is because top management commitment, support, championship, sponsorship, and effective management of risks are the most noticeable managerial practices that seem to directly influence the success of BPR execution. The study recommends that most companies should be cautious when re-engineering in order to avoid downsizing without figuring out how to reduce the workload. Key words: Business Process Reengineering, Telecommunication companies, management support, employee commitment, ITinfrastructure.

scholarly journals ON APPROACH FOR THE IMPLEMENTATION OF DATA MINING TO BUSINESS PROCESS OPTIMISATION IN COMMERCIAL COMPANIES

2013 ◽  
Vol 19 (2) ◽  
pp. 237-256 ◽  
Author(s):  
Aleksander Pick ◽  
Olegas Vasilecas ◽  
Diana Kalibatienė ◽  
Rok Rupnik
Keyword(s):  
Data Mining ◽  
Customer Service ◽  
Business Process ◽  
Human Error ◽  
Business Processes ◽  
Process Optimisation ◽  
Suggested Approach ◽  
Business Process Intelligence ◽  
Manual Adjustment

Nowadays, organisations aim to automate their business processes to improve operational efficiency, reduce costs, improve the quality of customer service and reduce the probability of human error. Business process intelligence aims to apply data warehousing, data analysis and data mining techniques to process execution data, thus enabling the analysis, interpretation, and optimisation of business processes. Data mining approaches are especially effective in helping us to extract insights into customer behaviour, habits, potential needs and desires, credit associated risks, fraudulent transactions and etc. However, the integration of data mining into business processes still requires a lot of coordination and manual adjustment. This paper aims at reducing this effort by reusing successful data mining solutions. We propose an approach for implementation of data mining into a business process. The confirmation of the suggested approach is based on the results achieved in eight commercial companies, covering different industries, such as telecommunications, banking and retail.

The E-Commerce Investment and Enterprise Performance Based on Customer Relationship Management

2022 ◽  
Vol 30 (3) ◽  
pp. 0-0
Keyword(s):  
Customer Service ◽  
Business Process ◽  
Customer Relationship ◽  
Enterprise Performance ◽  
Business Managers ◽  
Process Collaboration ◽  
Service Activity ◽  
Internet Information ◽  
Service Oriented ◽  
Online Business

In the current dynamic and complex competitive environment, the implementation of enterprise e-commerce plays an important role in the development of external business process activities. Through the Internet, information sharing and business process collaboration between enterprises and customers can be realized. This kind of e-service activity based on e-commerce process is particularly important for customers. However, many business managers have some doubts about the implementation of customer service-oriented online business activities, because customer service-oriented online business activities need a lot of IT investment, and the performance of this e-business activities is not easy to measure.

scholarly journals The E-Commerce Investment and Enterprise Performance Based on Customer Relationship Management

2022 ◽  
Vol 30 (3) ◽  
pp. 1-15
Author(s):  
Yili Sun ◽  
Ping Wang
Keyword(s):  
Customer Service ◽  
Business Process ◽  
Customer Relationship ◽  
Enterprise Performance ◽  
Business Managers ◽  
Process Collaboration ◽  
Service Activity ◽  
Internet Information ◽  
Service Oriented ◽  
Online Business

In the current dynamic and complex competitive environment, the implementation of enterprise e-commerce plays an important role in the development of external business process activities. Through the Internet, information sharing and business process collaboration between enterprises and customers can be realized. This kind of e-service activity based on e-commerce process is particularly important for customers. However, many business managers have some doubts about the implementation of customer service-oriented online business activities, because customer service-oriented online business activities need a lot of IT investment, and the performance of this e-business activities is not easy to measure.

scholarly journals ANALISIS DAN RANCANGAN MANAJEMEN PROSES BISNIS UNTUK LAYANAN PELANGGAN DI PT. PGAS TELEKOMUNIKASI NUSANTARA

2021 ◽  
Vol 5 (1) ◽  
pp. 48
Author(s):  
Kemas Hasyim Azhari ◽  
Thomas Budiman ◽  
Rachmawaty Haroen ◽  
Verdi Yasin
Keyword(s):  
Customer Service ◽  
Business Process ◽  
Business Strategy ◽  
Business Process Management ◽  
Process Management ◽  
Flow Analysis ◽  
Gradual Improvement ◽  
Pareto Analysis ◽  
Improvement Programs

Business Process Management for corporate customer service is a comprehensive series of activities to define the types of products and services that will be the main needs of customers, so that the quality of service results can be planned and measured. Business process design is a framework for a core process that develops from a short-term and long-term business strategy, so that the business strategy will determine the pillars of the business that will be carried out. Serving the needs of customers and interested parties will be the main focus of a business process that will be carried out within the organization. The application of business process management is a method for identifying and evaluating a company's business and for finding out the current condition of the company in developing improvement programs that can be done through a descriptive process. The output and application of business process management are in the form of increasing the efficiency and productivity of the company in terms of cost and time as well as improving the quality of products and services produced, as well as mitigating business risks that may occur. Data collection methods, analysis methods, development methods, design design methods and testing methods are research methods that are used systematically so that it includes several activities for gradual improvement of the work process from previous conditions and increasing system reliability to obtain facts or principles from knowledge with how to issue register and perform root cause analysis with several impact assessments by quantitative analysis, heuristic design, simulation, flow analysis, pareto analysis and pick chart, queue, up to a systematic redesign to the process.

scholarly journals PERANCANGAN APLIKASI PELAYANAN CLEANING SERVICE BERBASIS WEB

2019 ◽  
Vol 7 (3) ◽  
pp. 239
Author(s):  
Ariyadi Armi ◽  
Yeka Hendriyani
Keyword(s):  
Customer Service ◽  
Programming Language ◽  
Business Process ◽  
Service Management ◽  
Business Processes ◽  
Database Management System ◽  
Main Process ◽  
Mvc Model ◽  
Service Business ◽  
Customer Service Management

Problems that occur in a service can be seen in a business process carried out. Customer service, management of orders, promotions, and other services, whether it is a main process or a supporting process. In service business this service still uses social media. In business reporting, running is still done manually. To provide good results on this service, the system requires web-based e-commerce to help all who will run the service business process. With the existence of e-commerce services can facilitate existing promotions. This e-commerce system service uses the MVC model (Model, View, Controller). The programming language used is the programming language PHP (PHP Hypertext Preprocessor) and uses the Laravel framework and MySQL as a Database Management System (DBMS) and Sublime Text 3 as supporting editors. Business processes that exist in this service can cover a wider area in order to convey information to consumers and facilitate customer access in ordering services.Keywords :Laravel Framework, MySQL, E-Commerce.

scholarly journals Online Expedition Services System for Customer at XYZ Ltd.

2020 ◽  
Vol 8 (1) ◽  
pp. 9-20
Author(s):  
Nasa Zata Dina ◽  
Wilda Imama Sabilla ◽  
Irvandy Handoyo
Keyword(s):  
Information System ◽  
Customer Service ◽  
Business Process ◽  
Interface Design ◽  
Business Processes ◽  
System Development ◽  
Report Generation ◽  
Customer Order ◽  
Service Information ◽  
System Maintenance

XYZ Ltd. is an expedition company that uses container ships and container trucks as transportation modes. There are three business process transactions that are carried out by the company, i.e. customer registration, ordering expedition services, and payment expedition services. Currently, all business process transactions are carried out manually, so process automation is needed in order for the business processes to run more effectively and efficiently. For this purpose, an Online Expedition Services Customer Service Information System was proposed to be built. This system consists of three main processes, namely the customer registration process, the customer order process, and the payment process and report generation. XYZ Ltd. Customer Service Information System was built following the waterfall development model. The stages of system development consist of five stages, namely planning, requirements analysis, database, and interface design, implementation of program code writing and testing and system maintenance. In implementing and testing the system, whole system requirements have been checked; the three main business processes in the proposed online system were running precisely, effectively and efficiently.

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