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

Résultats de recherche: Chapitre dans un livre, un rapport, des actes de conférences › Contribution à une conférence › Revue par des pairs

Résumé

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.

langue originale	Indéfini/inconnu
titre	Proceedings of ISC 2003, Industrial Simulation Conference
rédacteurs en chef	J.C. Guerri, A. Pajares, C. Palau
Lieu de publication	Valencia
Editeur	EUROSIS
Pages	24-27
Nombre de pages	4
état	Publié - 2003

Contient cette citation

@inproceedings{82a6b2df0d6a4fae892ae6735a2668c1,

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",

language = "Ongedefinieerd/onbekend",

pages = "24--27",

editor = "J.C. Guerri and A. Pajares and C. Palau",

booktitle = "Proceedings of ISC 2003, Industrial Simulation Conference",

publisher = "EUROSIS",

}

Tape Performance Measures Implemented in an Incident Management Model. / Van Loock, Raf; Van Utterbeeck, Filip; Pastijn, Hugo.
Proceedings of ISC 2003, Industrial Simulation Conference. Ed. / J.C. Guerri; A. Pajares; C. Palau. Valencia: EUROSIS, 2003. p. 24-27.

Résultats de recherche: Chapitre dans un livre, un rapport, des actes de conférences › Contribution à une conférence › Revue par des pairs

TY - GEN

T1 - Tape Performance Measures Implemented in an Incident Management Model

AU - Van Loock, Raf

AU - Van Utterbeeck, Filip

AU - Pastijn, Hugo

PY - 2003

Y1 - 2003

N2 - 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.

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 -