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Business Process Management in Service-Oriented Companies

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  • Simona KLEINHEMPEL
  • Stefan Ioan NITCHI
  • Lucia RUSU

Abstract

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.

Suggested Citation

  • Simona KLEINHEMPEL & Stefan Ioan NITCHI & Lucia RUSU, 2010. "Business Process Management in Service-Oriented Companies," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 14(3), pages 189-198.
    • Handle: RePEc:aes:infoec:v:14:y:2010:i:3:p:189-198
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    References listed on IDEAS

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    1. Nagesh N. Murthy & Goutam N. Challagalla & Leslie H. Vincent & Tasadduq A. Shervani, 2008. "The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation," Management Science, INFORMS, vol. 54(2), pages 384-399, February.
    2. Morris, Michael & Schindehutte, Minet & Allen, Jeffrey, 2005. "The entrepreneur's business model: toward a unified perspective," Journal of Business Research, Elsevier, vol. 58(6), pages 726-735, June.
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