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

Onderzoeksoutput: Hoofdstuk in Boek/Rapport/Congresprocedure › Conferentiebijdrage › peer review

Samenvatting

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.

Originele taal-2	Ongedefinieerd/onbekend
Titel	Proceedings of ISC 2003, Industrial Simulation Conference
Redacteuren	J.C. Guerri, A. Pajares, C. Palau
Plaats van productie	Valencia
Uitgeverij	EUROSIS
Pagina's	24-27
Aantal pagina's	4
Status	Gepubliceerd - 2003

Trefwoorden

business process re-engineering
discrete event simulation
performance measures

Citeer dit

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

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