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Business process modelling, simulation and reengineering: call centres

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Purpose ‐ The purpose of this paper is to develop a flexible framework through which business processes can be modelled, simulated and reengineered in a cost-effective way. Design/methodology/approach ‐ This paper is mainly based on a review of the literature and the methodology is discussed in the context of a typical call centre business. Findings ‐ Reengineering business processes involve changes in people, processes and technology over time. In this paper, a flexible business process modelling, simulation and reengineering (BPMSR) approach is presented. Modelling starts with precisely defining model objectives and boundaries, and carrying extensive data analysis. Simulation modelling allows testing and analysis of different scenarios to understand their impact on a broader "system" and evaluate feedback before moving forward with reengineering implementation plans. The need for a flexible and adaptive methodology is stressed to augment efficiency and effectiveness of reengineering cycle. Originality/value ‐ Flexibility and adaptability in the reengineering cycle are effective to identify early modelling incompatibility and simulation defects. It adds intelligence to BPMSR and accommodates for any technical or process changes that may subsequently arise. This approach is reliable for future process improvement or reengineering endeavours due to its flexible configuration, which can be adapted to both radical or incremental change.
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Keywords: Business process; Call centres; Modelling; Reengineering; Simulation

Document Type: Research Article

Publication date: November 7, 2008

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