Tape Performance Measures Implemented in an Incident Management Model

Raf Van Loock; Filip Van Utterbeeck; Hugo Pastijn

Tape Performance Measures Implemented in an Incident Management Model

Raf Van Loock, Filip Van Utterbeeck, Hugo Pastijn

Publikation: Beitrag in Buch/Bericht/Konferenzband › Konferenzbeitrag › Begutachtung

Abstract

Various consultancy companies propose the use of the so- called T APE (Timeliness, Accuracy, Productivity, Efficiency) performance measures to assist business process re-engineering. We study their implementation and their relevance in comparison with traditional performance measures. We illustrate this by means of an incident management model for a call centre.

Originalsprache	undefiniert/unbekannt
Titel	Proceedings of ISC 2003, Industrial Simulation Conference
Redakteure/-innen	J.C. Guerri, A. Pajares, C. Palau
Erscheinungsort	Valencia
Herausgeber (Verlag)	EUROSIS
Seiten	24-27
Seitenumfang	4
Publikationsstatus	Veröffentlicht - 2003

Dieses zitieren

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title = "Tape Performance Measures Implemented in an Incident Management Model",

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