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

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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.

Original language	Undefined/Unknown
Title of host publication	Proceedings of ISC 2003, Industrial Simulation Conference
Editors	J.C. Guerri, A. Pajares, C. Palau
Place of Publication	Valencia
Publisher	EUROSIS
Pages	24-27
Number of pages	4
Publication status	Published - 2003

Cite this

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

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.",

keywords = "business process re-engineering, discrete event simulation, performance measures",

author = "\{Van Loock\}, Raf and \{Van Utterbeeck\}, Filip and Hugo Pastijn",

year = "2003",

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publisher = "EUROSIS",

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AU - Van Utterbeeck, Filip

AU - Pastijn, Hugo

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AB - 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.

KW - business process re-engineering

KW - discrete event simulation

KW - performance measures

M3 - Conferentiebijdrage

SP - 24

EP - 27

BT - Proceedings of ISC 2003, Industrial Simulation Conference

A2 - Guerri, J.C.

A2 - Pajares, A.

A2 - Palau, C.

PB - EUROSIS

CY - Valencia

ER -