Transcript שקופית 1 - Technion – Israel Institute of Technology

Index
Service Engineering: Multi-Disciplinary Process View
)75% in Banks(
Information Design
Marketing,
Operations Research
Lost Calls
(
Waiting Time
Return Time)
Organization Design:
Parallel (Flat)
Sequential (Hierarchical)
Sociology/Psychology,
Operations Research
Agents
Queue
Redial
Function
Scientific Discipline
Call Center Design
Service Completion
Multi-Disciplinary
Experts
(Consultants(
)Invisible(
(Retrial)
Computer-Telephony
Integration - CTI
MIS/CS
Busy
)Rare(
Good
Arrivals
or
(Business Frontier
Bad
Job Enrichment
Training, Incentives
HRM
of the
21th Century)
VRU/
IVR
Forecasting
Statistics,
Human
Resource
Management
(HRM)
New Services
Design (R&D)
Operations,
Marketing,
MIS
Internet
Chat
Email
Fax
Customers
Interface Design
Human Factors
Engineering
Agents
(CSRs)
Tele-Stress
Psychology
(Turnover up to
200% per Year)
(Sweat Shops
of the
21th Century)
Psychological
Process
Archive
To Avoid
Starvation Skill Based Routing
(SBR) Design
Marketing, HRM,
Operations Research,
To Avoid MIS
Customers
Segmentation CRM
Marketing
Delay
VIP Queue
Expect 3 min
Willing 8 min
Perceive 15 min
Back-Office
VIP
)Training(
Operations/
Business
Process
Archive
Database
Design
Data Mining:
MIS, Statistics,
Operations
Research,
Marketing
Service
Completion
Service Process
Design
Abandonment
Psychology,
Logistics
Statistics
Lost Calls
Positive: Repeat Business
Negative: New Complaint
(If Required 15 min,
then Waited 8 min)
(If Required 6 min,
then Waited 8 min)
Psychology,
Operations
Research,
Marketing
Index
Service Engineering: Call Center Design
Service Completion
)75% in Banks(
Direct Banking, Technical Support
Information Design
Marketing,
Operations Research
Lost Calls
(
Computer-Telephony
Integration - CTI
MIS/CS
Busy
)Rare(
Good
or
Bad
New Services
Design (R&D)
Operations,
Marketing,
MIS
Tele-Stress
Psychology
Job Enrichment
Training, Incentives
HRM
Internet
Chat
Email
Fax
Customers
Interface Design
Human Factors
Engineering
(Turnover up to
200% per Year)
(Sweat Shops
of the
21th Century)
Agents
(CSRs)
VRU/
IVR
Forecasting
Statistics,
Human
Resource
Management
(HRM)
Experts
)Invisible(
(Retrial)
Arrivals
Agents
Queue
Redial
(Business Frontier
of the
21th Century)
Waiting Time
Return Time)
Organization Design:
Parallel (Flat)
Sequential (Hierarchical)
Sociology/Psychology,
Operations Research
Delay
VIP Queue
VIP
Service Process
Design
Abandonment
Psychology,
Statistics
Lost Calls
Positive: Repeat Business
Negative: New Complaint
Operations/
Business
Process
Archive
Database
Design
Data Mining:
MIS, Statistics,
Operations
Research,
Marketing
Service
Completion
Expect 3 min
Willing 8 min
Perceive 15 min
Back-Office
)Training(
Multi-Disciplinary
Psychological
Process
Archive
To Avoid
Starvation Skill Based Routing
(SBR) Design
Marketing, HRM,
Operations Research,
To Avoid MIS
Customers
Segmentation
- CRM
Marketing
Function
Scientific Discipline
Logistics
(If Required 15 min,
then Waited 8 min)
(If Required 6 min,
then Waited 8 min)
Psychology,
Operations
Research,
Marketing
Index
Service Engineering: Multi-Disciplinary Process View
Call Center Design
Service Completion
)75% in Banks(
Information Design
Marketing,
Operations Research
Lost Calls
(
Waiting Time
Return Time)
Agents
Queue
Redial
Organization Design:
Parallel (Flat)
Sequential (Hierarchical)
Sociology/Psychology,
Operations Research
Experts
(Consultants(
)Invisible(
(Retrial)
Computer-Telephony
Integration - CTI
MIS/CS
Busy
)Rare(
Good
Arrivals
or
(Business Frontier Bad
Job Enrichment
Training, Incentives
HRM
of the
21th Century)
VRU/
IVR
Forecasting
Statistics,
Human
Resource
Management
(HRM)
New Services
Design (R&D)
Operations,
Marketing,
MIS
Internet
Chat
Email
Fax
Customers
Interface Design
Human Factors
Engineering
Agents
(CSRs)
Tele-Stress
Psychology
(Turnover up to
200% per Year)
(Sweat Shops
of the
21th Century)
To Avoid
Delay
VIP Queue
(SBR) Design
Marketing, HRM,
Operations Research,
MIS
Operations/
Business
Process
Archive
Database
Design
Data Mining:
MIS, Statistics,
Operations
Research,
Marketing
Service
Completion
Expect 3 min
Willing 8 min
Perceive 15 min
Back-Office
VIP
)Training(
Multi-Disciplinary
Psychological
Process
Archive
To Avoid
Starvation Skill Based Routing
Customers
Segmentation
- CRM
Marketing
Function
Scientific Discipline
Service Process
Design
Abandonment
Psychology,
Logistics
Statistics
Lost Calls
Positive: Repeat Business
Negative: New Complaint
(If Required 15 min,
then Waited 8 min)
(If Required 6 min,
then Waited 8 min)
Psychology,
Operations
Research,
Marketing
Index
Service Engineering: Multi-Disciplinary View
Service Completion
)75% in Banks(
Call Center Design
Information Design
Marketing,
Operations Research
Lost Calls
(
Queue
)Invisible(
Redial
(Retrial)
Good
or
Bad
New Services
Design (R&D)
Operations,
Marketing,
MIS
Tele-Stress
Psychology
Job Enrichment
Training, Incentives
HRM
Internet
Chat
Email
Fax
Customers
Interface Design
Human Factors
Engineering
(Turnover up to
200% per Year)
(Sweat Shops
of the
21th Century)
Agents
(CSRs)
To Avoid
Starvation
Customers
Segmentation
- CRM
Marketing
To Avoid
Delay
Multi-Disciplinary
Experts
(Consultants(
Agents
VRU/
IVR
Forecasting
Statistics,
Human
Resource
Management
(HRM)
Organization Design:
Parallel (Flat)
Sequential (Hierarchical)
Sociology/Psychology,
Operations Research
Computer-Telephony
Integration - CTI
MIS/CS
Busy
)Rare(
Arrivals
(Business Frontier
of the
21th Century)
Waiting Time
Return Time)
Function
Scientific Discipline
Abandonment
Service Process
Design
Psychology,
Statistics
Logistics
Lost Calls
Positive: Repeat Business
Negative: New Complaint
Service
Completion
Expect 3 min
Willing 8 min
Perceive 15 min
Back-Office
VIP Queue
Database
Design
Data Mining:
MIS, Statistics,
Operations
Research,
Marketing
Psychological
Process
Archive
Skill Based Routing
(SBR) Design
Marketing, HRM,
Operations Research,
MIS
VIP
)Training(
Operations/
Business
Process
Archive
(If Required 15 min,
then Waited 8 min)
(If Required 6 min,
then Waited 8 min)
Psychology,
Operations
Research,
Marketing
Index
Service Engineering: Process View
)75% in Banks(
Information Design
Organization Design:
Parallel (Flat)
Sequential (Hierarchical)
Sociology/Psychology,
Operations Research
Marketing,
Operations Research
Lost Calls
(
Waiting Time
Return Time)
Multi-Disciplinary
Experts
Agents
Queue
Redial
Function
Scientific Discipline
Call Center Design
Service Completion
(Consultants(
)Invisible(
(Retrial)
Computer-Telephony
Integration - CTI
MIS/CS
Busy
)Rare(
Arrivals
(Business Frontier
of the
21th Century)
Tele-Stress
Psychology
Good
or
Bad
Job Enrichment
Training, Incentives
HRM
VRU/
IVR
Agents
(CSRs)
Forecasting
Statistics,
Human
Resource
Management
(HRM)
Internet
Chat
Email
Fax
Customers Interface
Design
Human Factors
Engineering
To Avoid
Starvation
Customers
Segmentation CRM
Marketing
To Avoid
Delay
Back-Office
Abandonment
Operations,
Marketing,
MIS
Service Process
Design
Psychology,
Statistics
Lost Calls
Logistics
Positive: Repeat Business
Negative: New Complaint
Service
Completion
Expect 3 min
Willing 8 min
Perceive 15 min
VIP
)Training(
Database
Design
Data Mining:
MIS, Statistics,
Operations
Research, Marketing
Psychological
Process
Archive
Skill Based Routing (SBR)
Design
Marketing, HRM,
Operations Research,
MIS
VIP Queue
New Services
Design (R&D)
(Turnover up to
200% per Year)
(Sweat Shops
of the
21th Century)
Operations/
Business
Process
Archive
(If Required 15 min,
then Waited 8 min)
(If Required 6 min,
then Waited 8 min)
Psychology,
Operations
Research,
Marketing