A systemic approach to a problem identified in the operation of the call centre of a company that provides public services concerning water and sewage treatment.
Access the Unified communications technician occupational brief to see the minimum requirement that an apprentice needs to demonstrate for this standard.
Effective remediation of identification problems & errors using rcaOnlineCompliance Panel
Root cause analysis is process of conducting analysis to identify physical, human, and contributing factors of an undesirable event. Learn more at this webinar.
An ALL TIME INFORMATION machine or system is an electronic device that plays a prerecorded message and also displays the graphics using raspberry pi which includes Map, doctor’s schedule, all details of Hospital which a visitor want to know. The microcontroller typically controls a number of peripherals, components of the ATI machine such as an LCD or LED display, an indicator light for recording and a DTMF receiver and an audio controller. “ATI” machine must be capble of being activated consisting of:
• A switch deciding the mode of operation either automatic or normal mode.
• Microcontoller to deliver control signal as per the mode of operation
Presentation explains technology used to generate examination question paper and secure delivery to exam centers. Examination question paper generation has been critical task for universities, institutes, examination authorities. There is lot of administrative and logistical activities to define question paper and deliver it at exam center in secure way.
Technology helps so that entities like controller of examination, subject matter experts, moderators can work in collaborative environment and perform this activity in seamless manner.It can reduce chances of leakage of question paper
includes the followingBusiness Case InvestigationIdenti.docxannettsparrow
includes the following:
Business Case Investigation
Identify 4 employees to interview to support business analysis. For each employee, state the topic(s) used for questioning. The interview topics and responses will be used to influence future design.
A possible use case diagram for making an appointment and verifying parts availability
Identify the users of the system and requests into and out of the system.
Implementation resources needed for the project
Identify people and hardware. Human resources may include internal or external resources.
I am delighted to announce that Emily Johns will be starting at Appliance Warehouse today! Emily will be undertaking the role of Service Manager and will be the force behind creating our new service department.
Emily comes to us with 25 years of experience in the service repair industry. Emily began her career as a service technician and quickly moved through the ranks to the first female service manager in ABC Appliance Service Company's history. After 17 years, she went to work for Acme Appliance Repair. Over the last 8 years, the revenue for Acme increased by 200% after being stagnant for the preceding 5 years
Our new service manager starts work today! This is great news! As our business starts to expand, we must move our software project along.
need to talk to some of our employees to better understand the functionality and requirements for the proposed system. This is important because they are the key stakeholders of the system. list of employees who will want to interview. learn the process for scheduling an appliance repair appointment and how the parts are obtained for those repair visits. Also, it is important to understand what reports that managers are hoping to extract from the new system. I find it is helpful to write down questions prior to your meetings as to not forget the topics that you want to cover.
My suggestion is at least 10 questions per person prior to the meeting. Make sure to use open-ended questions (at least 7 questions) to get the employees talking. Also use closed response and range of response questions. I find that each type of question can provide valuable information and are quite useful in requirements gathering.
Please send the questions to me for at least two of the interviews.
We have previously used both the Joint Application Development technique and the Rapid Application Development technique. However, many colleagues of mine swear by the agile technique. Each of these methodologies offer up some great advantages. Since we need to get this project done as quickly as possible, which of these techniques should be used? I want to ensure that we've created software that will handle all of our users' requirements and that it is a robust system
I almost forgot to mention to also send a questionnaire out to the users of the proposed system.Should it be sent out to all employees or as a stratified or systematic sample?
18 hours ago
department in or.
Access the Unified communications technician occupational brief to see the minimum requirement that an apprentice needs to demonstrate for this standard.
Effective remediation of identification problems & errors using rcaOnlineCompliance Panel
Root cause analysis is process of conducting analysis to identify physical, human, and contributing factors of an undesirable event. Learn more at this webinar.
An ALL TIME INFORMATION machine or system is an electronic device that plays a prerecorded message and also displays the graphics using raspberry pi which includes Map, doctor’s schedule, all details of Hospital which a visitor want to know. The microcontroller typically controls a number of peripherals, components of the ATI machine such as an LCD or LED display, an indicator light for recording and a DTMF receiver and an audio controller. “ATI” machine must be capble of being activated consisting of:
• A switch deciding the mode of operation either automatic or normal mode.
• Microcontoller to deliver control signal as per the mode of operation
Presentation explains technology used to generate examination question paper and secure delivery to exam centers. Examination question paper generation has been critical task for universities, institutes, examination authorities. There is lot of administrative and logistical activities to define question paper and deliver it at exam center in secure way.
Technology helps so that entities like controller of examination, subject matter experts, moderators can work in collaborative environment and perform this activity in seamless manner.It can reduce chances of leakage of question paper
includes the followingBusiness Case InvestigationIdenti.docxannettsparrow
includes the following:
Business Case Investigation
Identify 4 employees to interview to support business analysis. For each employee, state the topic(s) used for questioning. The interview topics and responses will be used to influence future design.
A possible use case diagram for making an appointment and verifying parts availability
Identify the users of the system and requests into and out of the system.
Implementation resources needed for the project
Identify people and hardware. Human resources may include internal or external resources.
I am delighted to announce that Emily Johns will be starting at Appliance Warehouse today! Emily will be undertaking the role of Service Manager and will be the force behind creating our new service department.
Emily comes to us with 25 years of experience in the service repair industry. Emily began her career as a service technician and quickly moved through the ranks to the first female service manager in ABC Appliance Service Company's history. After 17 years, she went to work for Acme Appliance Repair. Over the last 8 years, the revenue for Acme increased by 200% after being stagnant for the preceding 5 years
Our new service manager starts work today! This is great news! As our business starts to expand, we must move our software project along.
need to talk to some of our employees to better understand the functionality and requirements for the proposed system. This is important because they are the key stakeholders of the system. list of employees who will want to interview. learn the process for scheduling an appliance repair appointment and how the parts are obtained for those repair visits. Also, it is important to understand what reports that managers are hoping to extract from the new system. I find it is helpful to write down questions prior to your meetings as to not forget the topics that you want to cover.
My suggestion is at least 10 questions per person prior to the meeting. Make sure to use open-ended questions (at least 7 questions) to get the employees talking. Also use closed response and range of response questions. I find that each type of question can provide valuable information and are quite useful in requirements gathering.
Please send the questions to me for at least two of the interviews.
We have previously used both the Joint Application Development technique and the Rapid Application Development technique. However, many colleagues of mine swear by the agile technique. Each of these methodologies offer up some great advantages. Since we need to get this project done as quickly as possible, which of these techniques should be used? I want to ensure that we've created software that will handle all of our users' requirements and that it is a robust system
I almost forgot to mention to also send a questionnaire out to the users of the proposed system.Should it be sent out to all employees or as a stratified or systematic sample?
18 hours ago
department in or.
Find out the best way to assess the effectiveness of a global best practice complaints and inquiry management process - from one of the top global experts on the subject!
Chaplin School of Hospitality and Tourism ManagementInternship Lea.docxcravennichole326
Chaplin School of Hospitality and Tourism ManagementInternship Lean 6σ Process Improvement Project
Improving the Speed, Accuracy, Reliability, Cost Effectiveness and Flow of the (Y) process.
A picture of you in front of your company here.
Executive Summary
Executive Summary
Please describe your project in this box. If it does not fit in the box, it is too long, and you must shorten it. Shoot for the 5W’s and the H, but be brief. (Who, what, when, where, why, how)
Please describe your project in this box. If it does not fit in the box, it is too long, and you must shorten it. Shoot for the 5W’s and the H, but be brief. (Who, what, when, where, why, how)
Table of Contents
i
Executive Summaryi
Message from the Professoriii
Why we are using this method in the advanced internship classiii
About Lean 6σiii
Criteria for the Projectiii
Define1
1.1Project Charter and Financial Estimate1
1.2 Current State Process Map2
Measure3
2.1 Data Collection Plan3
2.2 Collection Results4
Analyze5
3.1 Voice of the Customer5
3.2 Voice of the Business5
3.3 Voice of the Employee (WIFM)5
3.4 Waste Analysis – DOWNTIME6
4.1 Addressing gaps in VOC needs7
Improve
4.2Addressing gaps VOB needs7
4.3 Addressing VOE concerns/ Alternate WIFM7
4.4Reduction of Waste8
4.5 Summary of Recommended
Solution
s8
Control9
5.1 Modification to Procedures Manuals (Or Establishment of Internal Controls)9
Lessons Learned10
Supervisor’s Critique11
Message from the Professor
Why we are using this method in the advanced internship class
Our internship students are within a semester or two of entering the workforce as managers. FIU’s Hospitality and Tourism Management School has included a structured internship as part of the curriculum for over a decade to assist students with this transition into management. A substantial part of the course has always included a project where the students were to improve the host company’s operations in a meaningful and lasting way.About Lean 6σ
This project is a scaled down Lean 6σ ( six sigma) project designed to be completed within the term of the semester. Lean 6σ is a continuous process improvement method which has grown in use in U.S. and international corporations since the 1970’s. Employed to great success at companies like Motorola, this method aims to refine a company’s existing processes through data based analysis and evidence based decision making.
U.S.-based quality professionals who complete any Six Sigma training earn on average $12,642 more than those without it. 2011 QP Salary Survey*Criteria for the Project
· The project must be based on a real need in the company, and have the support of the student’s supervisor.
· Must be able to be completed to in 10 weeks or (40 hours)
This template is the intellectual property of Jason L. Stiles, Ph.D. All rights reserved.
2
Define
A description of the current process and proposed financial benefits
1.1 Project Charter and Financial Estimate
Project Charte ...
This assignment focused on creating a section of a course brief for a corporate client. Identifying the issue that the client is having and proposing an after-training ideal state. It focused on identifying the target audience beyond just what their positions in a company were, looking at age, education, and a typical mindset toward their jobs. It also introduced the idea of subject matter experts and how to pair with them to create content.
A systemic approach to the operations of the Education Department of large or...Panagiotis Papaioannou
The purpose of this study is to present a series of systemic methodologies that can be used to design effective training programs in medium to large scale organizations. The study had been initiated as an intervention in the Education Department of a medium-sized company but afterwards, it was generalized as a general case covering the education and training issue in any organization.
Using the Design and Control Systemic Methodology to calculate Systems Comple...Panagiotis Papaioannou
This work deals with the systems or models complexity and proposes a method to measure the complexity of a system designed using the Design and Control Systemic Methodology (DCSYM).
Applying systemic methodologies to bridge the gap between a process-oriented ...Panagiotis Papaioannou
This work is an application of the Soft Systems Methodology (SSM) to improve an information system to fully support the related process-based management system and help its internal improvement. Design and Control Systemic Methodology (DCSYM) is used as a modelling tool to facilitate conceptual models comparison within the SSM context.
Process Mining applications and a correlation with the Systemic Approach (app...Panagiotis Papaioannou
This contribution presents a Process Mining application in the Blood Bank division of a public hospital in Greece and aims to explore the relation between Process Mining and the Systemic Approach.
Software ecosystems and IT ecosystems are modern terms used to describe complex networks of IT applications. The idea comes from the perspective that IT systems are made by people, serve people in the context of socio-technical systems and, finally, affect the lives of more people. All that stuff live and evolve together, each having its own properties and dynamics. All together form a kind of ecosystem that exposes its own emergent behaviour. It is a perfect field to apply systemic approaches in order to create a holistic approach, to reveal the underlying dynamic structure, to cope with complexity and to extract order out of the mess. The final objective is to bridge the gap between business and IT helping the organization to serve its purpose.
What Domain-Driven Design (DDD) is, how to set about doing it, why it could be used in nearly every enterprise software project and why the costs of doing it are coming down. What systemic approach is and how it helps to tackle complexity and implementing DDD.
Electronic registry for the management of childhood obesity in GreecePanagiotis Papaioannou
Obesity in childhood and adolescence represents a major health problem in our century. In Greece, more than 30%-35% of children and adolescents are either overweight or obese.
Using information and communication technologies, we developed a "National Registry for the Prevention and Management of Overweight and Obesity in Childhood and Adolescence" for guidance and training of Pediatricians and General Practitioners. The application supports interoperability with other national infrastructures and multi-layered security spanning preventive, detective and administrative controls. The Patient Summary Dataset includes information on medical history, family history, medications, immunizations, clinical examination and laboratory findings and appointment booking service.
AUTHORS:
Penio Kassari, Panagiotis Papaioannou, Antonis Billiris, Haralampos Karanikas, Stergiani Eleftheriou, Eleftherios Thireos, Yannis Manios, George P Chrousos, Evangelia Charmandari
Domain Driven Design and Soft Systems Methodology for Information Systems in ...Panagiotis Papaioannou
Domain-Driven Design (DDD) is a software development approach intended for complex projects where complexity refers to the requirements as well as the interactions between designers, developers and users of the product. It was introduced by Eric Evans (2004) in his book of the same title.
Soft Systems Methodology (SSM) is an approach to the management of change that has been developed primarily by Peter Checkland and his colleagues as an action research program.
Since both DDD and SSM are based on models, a modelling approach is needed. Design and Control Systemic Methodology (DCSYM) offers a means to create models in a systemic context and to use them as a basis for the collaboration between the interested parties.
DOMAIN-DRIVEN DESIGN AND SOFT SYSTEMS METHODOLOGY AS A FRAMEWORK TO AVOID SOF...Panagiotis Papaioannou
A crisis is considered to be an issue concerning complex systems like societies, organizations or even families. It can be defined as the situation in which the system functions poorly, the causes of the dysfunction are not immediately identified and immediate decisions need to be made.
The type and duration of a crisis may require different kinds of decision making. In a long-term crisis, when system changes may be required, the active participation of the affected people may be more important than the power and dynamics of the leadership. Software crises, in their contemporary form as organizational malfunctions, can still affect the viability of any organization.
In this paper, we highlight the systemic aspects of a crisis, the complexity behind that and the role of systemic methodologies to explore its root causes and to design effective interventions. Our focus is on modelling as a means to simplify the complexity of the regarded phenomena and to build a knowledge consensus among stakeholders. Domain-Driven Design comes from software as an approach to deal with complex projects. It is based on models exploration in a creative collaboration between domain practitioners and solution providers. SSM is an established methodology for dealing with wicked situations. It incorporates the use of models and, along with Domain-Driven Design and other systemic methodologies can be employed to develop a common perception of the situation and a common language between interested parties in a crisis situation.
Conceptual modelling for Digital Transformation. Software maps, software as a complex system, value mapping, modelling with DCSYM, mapping on a business model, processes as a software map background.
Business Process Management (BPM) refers to disciplines, methodologies, and tools for managing the operations within an organization aiming at ensuring the consistency of the final products and finding opportunities for improving quality and efficiency.
Coming to Business Intelligence (BI), its purpose is to exploit and interpret data to enable more effective decision-making at either strategic, tactical, or operational levels. However, the objective is not just the data since the change will come by changing the processes.
Business Process Management as an enabling factor for Digital TransformationPanagiotis Papaioannou
Digital transformation is about shifting an organization to new ways of doing business using modern and emerging digital technologies to improve internal operations or the interaction with the customers or partners. However, it is the internal processes that produce the organization's output, either tangible or intangible. When people try to improve a part of the business cycle, they have already taken the first step towards Business Process Management.
Business Process Management as the basis for Digital TransformationPanagiotis Papaioannou
Digital transformation is about shifting an organization to new ways of doing business using modern and emerging digital technologies to improve internal operations or the interaction with the customers or partners.
However, it is the internal processes that support the organization's competences and cause the observed organizational behaviour. Business Process Management (BPM) is about supervising how works are performed within an organization to ensure the consistency of outputs and to explore improvement opportunities.
Working on processes will not only highlight opportunities and priorities for Digital Transformation but will also support IT projects by facilitating the implementation of the organizational change.
Systemic Modeling and Relations Thinking for Risk Assessment and IT Resources...Panagiotis Papaioannou
Systems of any kind expose behaviors that are not directly related to the individual attributes or behaviors of their constituting elements. These are known as emergent behaviors and their existence is a challenge for the manager who oversees an organization or when an intervention is attempted. In this study we argue that interactions or relations provide the main contribution to the existence of the emergent properties and studying these relations can be the starting point for examining or assessing emergent properties or behaviors. Two typical examples of emergent behaviors in an organization which operates as a sociotechnical system are: (a) risk and opportunities and (b) the effectiveness of the information systems. The most systemic organizational paradigms are management systems following an ISO management standard, like ISO 9001:2015. Thus, our approach is aimed at systems of this type.
Applied Process Mining in a Blood Bank and correlation with the Systemic Appr...Panagiotis Papaioannou
Process Mining is a set of methods, tools and techniques that allows business process analysis based on event logs produced by the information systems. Process Mining can be used for three main purposes: (1) To discover the process model from the event log (2) To check process conformance with an existing process model and (3) To improve an existing process model based on actual process information found in the event log. Process Mining (PM) can be applied in a variety of domains.
This specific application comes from the healthcare area and, more specifically, from the blood bank division of a hospital. In this division the blood is collected from donors, separated into blood products, stored, and prepared for transfusion to patients. The PM “Case” is the Blood Unit and its route from donation to transfusion. Activities in blood unit lifecycle include: Donation, Laboratory Testing, Splitting into products, Compatibility testing, Sending, Returning, Transfusion, Destruction etc. The events data correspond to blood units donated in a period of 3 months.
In Process Mining literature it is widely accepted that a holistic approach is needed to derive the right conclusions from event data. Holistic approach refers to Systemic Approach or to Systems Theory methodologies and tools. In this study we argue that there is a strong relation between Process Mining and Systemic Approach.
Much more important can be the contribution of PM to the Systemic Analysis. PM can help to discover systems and their structure and to provide a reference point for comparing mental models with the reality which is the final objective of any systemic methodology.
Presentation given at "Software for Domain Experts", Athens, Nov 2016. It is about Software for Domain Experts, Domain Driven Design and Systemic Approach. Its purpose is to show how we can follow the Domain Driven Design approach along with the Systemic Approach in order to produce high quality Software for Domain Experts.
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Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
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Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
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Reengineering of the Process of a Call Center Using Systemic Methodologies, HSSS 2011
1. Reengineering of the Process of a Call Center
Using Systemic Methodologies
Panagiotis Papaioannou
EYDAP
p.papaioannou@gmail.com
HSSS 7th National & International Conference, 4-7 May 2011, Athens, Greece
The objective of this study is to provide a systemic approach to a problem identified
in the operation of the call center of a company which provides public services
concerning water and sewage treatment.
The company runs a traditional “call room” in order to receive and respond to the
incoming calls. Clients or citizens in general call to ask about their accounts, to
complain, or, most importantly, to declare damages or leakages. The staff of the
call room is also responsible for recording the calls related to damages or leakages
and forwarding them to the appropriate technical department in order to be
appropriately treated. Due to the increasing volume of the incoming calls and the
lack of available staff, the company organized cooperation with a subcontractor
which is a service bureau specialized in call center operations. The working model is
simple: calls that are not answered after a defined period of time are redirected to
the subcontractor which employs staff dedicated to that kind of calls.
The current situation accentuates the problem which is the subject of this study.
The staff of the company is not trained to serve people but due to years of working
experience they are accustomed to forwarding technical issues to the proper
department and even to communicate with their colleagues on a personal basis. On
the contrary, the staff of the subcontractor is very good at serving people but they
often fail to collect the proper technical information from the caller and forward the
issue to the proper technical department. As a result, the clients calling the
company do not experience an adequate and consistent level of service while the
technical departments complain about the wrong or incomplete information they
receive.
In this study a set of systemic tools is used to identify the current situation and to
propose a new working model by means of process reengineering. The boundaries
of the whole system coincide with the boundaries of the problem spreading from
the calling customer to the staff of the technical departments. The subsystems
identified include the customers, the two types of staff and the technical
departments. The relations between them and the information path are also
identified and the whole situation is designed using the DCSYM methodology.
The Total Systems Intervention (TSI) methodology is employed in order to define
the characteristics of the whole system, to examine possible solutions and to
propose the final reengineered working model. The proposed model takes into
account the strengths and weaknesses of each type of staff. The tasks and the
route of the information are reorganized in order to achieve a better result
regarding both the customers and the technical departments.
According to the proposed model, the subcontractor’s staff who are more properly
trained to deal with clients are in charge of handling the caller while the company’s
staff are responsible for the processing of the technical issues. The proposed
improvement is also designed using the DCSYM methodology and a simulation
model is presented using the VENSIM simulation software.
KEYWORDS: SYSTEMICS, PROCESS REENGINEERING, DCSYM, TSI
2. INTERNAL STAFF
(Companie’s Representatives)
1
Customers
2
TECH. DEPT.
TECH. DEPT.
TECH. DEPT.
TECH. DEPT.
EXTERNAL STAFF
Subcontractor’s Respresentatives
2
1
1 2
C
C C
C
C
D
D
D
D
D
Customer Service System
Existing Situation: 2 kinds of representatives: Communication + Operation
3. Customers
2
INTERNAL STAFF
(Companie’s Representatives)
1
TECH. DEPT.
TECH. DEPT.
TECH. DEPT.
TECH. DEPT.
EXTERNAL STAFF
Subcontractor’s Respresentatives
2
1 1
C
C C C
C
D
Customer Service System
C
Proposed Improvement: Task Separation (Communication – Operation)
1 2