The systemic perspective of service processes: underlying theory, architecture and approach,
Batista, Luciano; Smart, Andi; Maull, Roger S.
Date: 2008
Journal
Production Planning and Control
Publisher
Routledge/Taylor & Francis
Publisher DOI
Related links
Abstract
As competition in the service industry grows, delivering high-quality service to meet
customers’ needs and expectations becomes paramount. In order to achieve a thorough
understanding of customers, companies are increasingly adopting Customer Relationship
Management (CRM) initiatives. However, CRM does not have the process reach
...
As competition in the service industry grows, delivering high-quality service to meet
customers’ needs and expectations becomes paramount. In order to achieve a thorough
understanding of customers, companies are increasingly adopting Customer Relationship
Management (CRM) initiatives. However, CRM does not have the process reach
necessary to cope with complex and cross-functional processes. This problem is better
handled by Business Process Management (BPM) initiatives, which, by their turn, struggle
to built-in customer intelligence in their systems. Based upon systems theory, we discuss
the roles of CRM and BPM in an integrated approach to deliver customer fulfilment. As
the evolution of service-oriented approaches requires us to consider both customer
interactions and experiences as key elements of service processes, we present a broader
perception of service processes involving these two perspectives. Also, we discuss the
architecture of a customer-facing system comprising customer processes that are aimed at
better dealing with customer interactions.
Management
Faculty of Environment, Science and Economy
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