A Redesign Framework for Call Centers

An important shortcoming in the Business Process Redesign (BPR) literature is the lack of concrete guidance on how to improve an existing business process. Our earlier work has aimed at filling this gap by identifying a set of BPR best practices. This paper takes a further step by showing how a set of best practices can be used to derive a redesign framework for a specific domain, in this case for call centers. Such a framework identifies the various available design options and specifies the relevant performance characteristics. To evaluate concrete design configurations (i.e., coherent combinations of design choices) we use a formal modelling approach based on Petri nets and the simulation tool CPN-Tools. An industrial case study is used to gather relevant context data. We expect that this work helps researchers and practitioners to optimize the performance of actual call centers and to set up similar frameworks for other domains

Developing the Evaluation of a Pattern-Based Approach for Business Process Improvement

The evaluation of design science (DS) artifacts is a frequently discussed research issue, and many approaches have been developed for this DS activity. However, it is often stated that these approaches only provide rudimentary support for determining the appropriate evaluation methods for an individual DS project. In this paper, an evaluation method for a Business Process Improvement (BPI) pattern approach, which is currently under development, is elaborated. For that purpose, findings from reviewing relevant literature as well as general DS evaluation criteria are investigated to derive an evaluation method for the BPI pattern approach