Business Process Management in Service-Oriented Companies
This paper presents the business model of a call center company including human resource management features. Starting from several approaches of business model definitions, we adopted a model for a service-oriented company. Based on the system objective, function, component modules and key indicato...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Inforec Association
2010-01-01
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| Series: | Informatică economică |
| Subjects: | |
| Online Access: | http://revistaie.ase.ro/content/55/2007%20-%20Kleinhempel,%20Nitchi,%20Rusu.pdf |
| _version_ | 1811250854336921600 |
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| author | Simona KLEINHEMPEL Stefan Ioan NITCHI Lucia RUSU |
| author_facet | Simona KLEINHEMPEL Stefan Ioan NITCHI Lucia RUSU |
| author_sort | Simona KLEINHEMPEL |
| collection | DOAJ |
| description | This paper presents the business model of a call center company including human resource management features. Starting from several approaches of business model definitions, we adopted a model for a service-oriented company. Based on the system objective, function, component modules and key indicators of Telmar software we analyzed a call centre company, using aggregated data from this software and determined human resource dynamics for past three years and key management indicators in two campaigns. |
| first_indexed | 2024-04-12T16:10:59Z |
| format | Article |
| id | doaj.art-58a4eb7950664f9486dde037facc44e4 |
| institution | Directory Open Access Journal |
| issn | 1453-1305 1842-8088 |
| language | English |
| last_indexed | 2024-04-12T16:10:59Z |
| publishDate | 2010-01-01 |
| publisher | Inforec Association |
| record_format | Article |
| series | Informatică economică |
| spelling | doaj.art-58a4eb7950664f9486dde037facc44e42022-12-22T03:25:54ZengInforec AssociationInformatică economică1453-13051842-80882010-01-01143189198Business Process Management in Service-Oriented CompaniesSimona KLEINHEMPELStefan Ioan NITCHILucia RUSUThis paper presents the business model of a call center company including human resource management features. Starting from several approaches of business model definitions, we adopted a model for a service-oriented company. Based on the system objective, function, component modules and key indicators of Telmar software we analyzed a call centre company, using aggregated data from this software and determined human resource dynamics for past three years and key management indicators in two campaigns.http://revistaie.ase.ro/content/55/2007%20-%20Kleinhempel,%20Nitchi,%20Rusu.pdfBusiness Process MonitoringKey Management IndicatorsEfficiency Of Human Resource Management |
| spellingShingle | Simona KLEINHEMPEL Stefan Ioan NITCHI Lucia RUSU Business Process Management in Service-Oriented Companies Informatică economică Business Process Monitoring Key Management Indicators Efficiency Of Human Resource Management |
| title | Business Process Management in Service-Oriented Companies |
| title_full | Business Process Management in Service-Oriented Companies |
| title_fullStr | Business Process Management in Service-Oriented Companies |
| title_full_unstemmed | Business Process Management in Service-Oriented Companies |
| title_short | Business Process Management in Service-Oriented Companies |
| title_sort | business process management in service oriented companies |
| topic | Business Process Monitoring Key Management Indicators Efficiency Of Human Resource Management |
| url | http://revistaie.ase.ro/content/55/2007%20-%20Kleinhempel,%20Nitchi,%20Rusu.pdf |
| work_keys_str_mv | AT simonakleinhempel businessprocessmanagementinserviceorientedcompanies AT stefanioannitchi businessprocessmanagementinserviceorientedcompanies AT luciarusu businessprocessmanagementinserviceorientedcompanies |