<p>The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly. The primary objective for an efficient customer support is to provide quick answers and solutions to achieve customer satisfaction.</p><p>This master thesis aims to examine how the support and case management process can be improved for smaller software companies with customer support. The thesis deals with four issues: how should the support process be designed in smaller software companies, which important aspects must be considered in the support-handling process, how can a case management system contribute to a better customer support and what is the customer role in the management process.</p><p>Case company for this thesis has been Medius in Linköping, which is a provider of process-related IT support. Interviews have been conducted with both employees at Medius and customers to Medius.</p><p>The thesis has resulted in a framework and a recommendation for how efficient customer support should be handled in a small software company. To obtain an efficient customer support it is important that the client knows how the customer support should be contacted and what information is required. It should be possible for the customer to contact the customer support through multiple communication channels. The customer support has to work efficiently internally. It is important to prioritize, escalate and document tasks. Between the customer support and the customer, it is beneficial to have a satisfactory communication with regular feedback. Ultimately, it is also important to regularly measure and evaluate the customer support service in order to maintain efficient customer support.</p><p>A case management system that supports the business is required for the customer support. The case management system is needed to solve problems faster and to provide the support with an overview of the business. A case management system also acts as a knowledge database with relevant information.</p><p>This thesis work has combined existing frameworks and theories about customer support. This has been supplemented with interviews in order to adapt the framework to smaller software companies. An efficient customer support is achieved by using the authors' framework and recommendations.</p> / <p>Målet med kundsupport är att hjälpa sina kunder uppnå maximalt värde i deras tjänster och produkter. Kundsupporten är ett företags ansikte utåt, vilket innebär att det är viktigt att ge kunden en positiv upplevelse och leva upp till kundens förväntningar. Effektiv kundsupport har blivit allt viktigare och studier visar att de kunder som lämnar företag gör det på grund av dålig service. Kundernas ökade krav på högre kvalité och enklare tillgång till service har lett till att företag måste inse vikten av att tillfredställa varje enskild kund. Det är viktigt att varje enskild kund erhåller den uppmärksamhet som krävs och att kundens behov tillgodoses snabbt och felfritt. Det primära för en effektiv kundsupport är att ge snabba svar och lösningar för att uppnå kundnöjdhet.</p><p>Det här examensarbetet syftar till att undersöka hur support- och ärendehanteringsprocessen kan förbättras för mindre mjukvaruföretag med kundsupport. Examensarbetet behandlar fyra frågeställningar: hur bör supportprocessen utformas i ett mindre mjukvaruföretag, vilka viktiga aspekter ska beaktas i supporthanteringsprocessen, betydelsen av ett ärendehanteringssystem samt kundens roll i supporthanteringsprocessen.  </p><p>Fallföretaget för det här examensarbetet har varit Medius i Linköping som är en leverantör av processrelaterat IT-stöd. Intervjuer har genomförts med såväl anställda på Medius som kunder till Medius.</p><p>Examensarbetet har resulterat i ett ramverk samt en rekommendation för hur effektiv kundsupport ska hanteras i ett mindre mjukvaruföretag. För att kundsupporten i ett mindre mjukvaruföretag ska fungera effektivt krävs att kunden vet hur kundsupporten ska kontaktas och vilken information som ska tillhandahållas. Det ska vara möjligt för kunden att kontakta kundsupporten via flera olika kommunikationskanaler. Kundsupporten ska i sin tur fungera effektivt internt. Det är viktigt att prioritera, eskalera och dokumentera ärenden på ett korrekt sätt. Mellan kundsupporten och kunden ska det finnas en tillfredställande kommunikation med regelbunden återkoppling. I slutändan är det viktigt att regelbundet mäta och utvärdera kundsupportens servicenivåer för att kunna upprätthålla en effektiv kundsupport.</p><p>För att kundsupporten ska kunna fungera effektiv internt krävs ett ärendehanteringssystem som stödjer verksamheten. Ett ärendehanteringssystems behövs för att kunna lösa problem snabbare och för att ge supporten en överblick över verksamheten. Ärendehanteringssystemet fungerar också som en kunskapsdatabas med relevant information.</p><p>Det här examensarbetet har kombinerat befintliga ramverk och teorier kring kundsupport. Detta har kompletterats med intervjuer för att anpassa ramverket till det mindre mjukvaruföretaget. Genom att använda författarnas ramverk och rekommendationer kommer en effektiv kundsupport att erhållas.</p>

Call centers have become a preferred and prevalent means for companies to communicate with their customers. As a consequence of this, the call center industry has seen a huge growth in both volume and scope in the last couple of decades. Operations managers are challenged with the fact that personnel costs, especially staffing, account for over 65% of the cost of running the typical call center. The trade-off between service quality (marketing) and efficiency (operations), thus naturally arises, and a central goal of ours is to contribute to its understanding. We present here a server switching policy for routing of calls to Customer Service Representatives (CSR) in a multi-skilled inbound call center utilizing skill-based routing (SBR). We model the system as a queueing network and propose stochastic Petri net based models for the design and performance analysis of call centers. Our models and experimentations help in identifying practices that result in efficient usage of existing personnel in a call center. In our work, we have considered two types of scenarios in which a multi-skilled SBR call center handling inbound calls can function - (i) with specialist agents only, and (ii) with a mix of specialist and flexible agents. We have developed both these models and compared the rewards obtained from each of them. This analysis helped us answer important issues regarding the routing decision of calls to CSRs, identify the hedging point where one obtains the highest rewards and the impact of varying the strategic and tactical level decisions on the overall call center performance.

Cette étude vise à comprendre les motifs qui peuvent s’avérer source de conflits dans une situation où il est le plus inattendu : les navires de croisières. Nous analysons les constructions de la propagande de vente de croisières avec l’utilisation des mythes marins. Nous nous questionnons ensuite sur la relation entre l’être humain et la mer à partir de la grande diversité mythologique entourant celle-ci ainsi que l’expérience empirique de la vie sur un navire de croisière (également sur un paquebot, cargo et bateau militaire). Dans ce contexte touristique, nous abordons le thème de la rencontre de l’Autre : l’Autre étant les personnes habitant les destinations visitées, les touristes, et principalement, les employés sur le navire responsables du service à la clientèle. Enfin, nous analysons plusieurs conflits représentatifs vécus à bord d’une croisière afin de comprendre les structures conflictuelles ; l’espace, la subordination, les jeux de rôle, les classes sociales, etc. / This study focuses on causes of conflict in a situation least expected: cruise ships. This analysis illustrates the structure of cruising propaganda and how it is linked to oceanic mythologies. Then, the study reveals the connection between humans and the sea, based on the wide mythology and one's empirical experience on a cruise ship (as well as on a liner, cargo or military ship). In a touristic context, this study focuses on the subject of encounter with The Other which, from point of view of the tourist, refers to the locals of the visited destinations, other tourists and mainly the customer service representatives of the cruise lines. The final analysis demonstrates relevant conflicts on board a cruise ship experienced by several informants. The ultimate objective of this study is to understand the causing structures of conflict such as the space, subordination, social roles, social classes, etc.

Collaborative care is a philosophy which guides the work of interdisciplinary teams and patients and their families internationally. It has been demonstrated to improve quality of care, safety, and patient and staff satisfaction, yet applying this philosophy still requires much investigation. This thesis describes processes of change directed towards a vision to enhance collaborative care relationships with patients and families within one hospital site of a non-acute academic health science centre in Ontario, Canada. By building focused conversations around existing patient and family centred education and using an initial conceptual framework of customer service, healthcare providers, mid- and senior level leaders shared their perspectives, negotiated meanings and created innovations to enhance collaborative relationships within the organization. Based within the critical paradigm, a critical collaborative ethnography was constructed with the use of sequential and mixed research methodologies. The ethnography evolved over three phases in a step-wise and additive design during the three year period of study. Phase 1 examined the perspectives of healthcare providers in an exploratory case study which contributed to mid-level leaders’ discussions in Phase 2. Cumulative findings from Phases 1 and 2 were brought to discussions with senior leaders in Phase 3. Members of a participative action research team assisted with research design and study processes. Shared meanings and innovative change ideas were developed and captured through the use of semi-structured focus groups and interviews, survey, participant observation and inductive analysis. A conceptual framework of ‘partners-in-care’ emerged and was used to assist participants to make sense of the values and factors important in their work with respect to collaborative relationships. The research processes facilitated the development of many innovations to enhance collaborative practice within the hospital. The organization was described by the research as undergoing directed change to enhance collaborative care as evidenced through participant self-reports, observed initiatives and the ethnographic descriptions. / Thesis (Ph.D, Rehabilitation Science) -- Queen's University, 2012-06-25 15:06:24.687

目錄 謝誌－－－－－－－－－－－－－－－－I 摘要－－－－－－－－－－－－－－－－III ABSTRACT－－－－－－－－－－－－－－IV 目錄－－－－－－－－－－－－－－－－ V 表目錄－－－－－－－－－－－－－－－VII 圖目錄－－－－－－－－－－－－－－－VIII 第壹章　緒論 第一節　研究背景與動機－－－－－－－ 1 第二節　研究問題－－－－－－－－－－ 5 第三節　研究目的－－－－－－－－－－ 5 第四節　研究流程－－－－－－－－－－ 6 第貳章　文獻探討 第一節　真誠領導－－－－－－－－－－ 7 第二節　專注覺察－－－－－－－－－－ 13 第三節　情緒勞務－－－－－－－－－－ 18 第四節　主動顧客服務績效－－－－－－ 24 第五節　各變項間之關係及假設推論－－ 27 第六節　研究理論模式圖－－－－－－－32 第参章　研究方法 第一節　研究母體與抽樣對象－－－－－ 34 第二節　研究工具－－－－－－－－－－ 35 第三節　資料分析方法－－－－－－－－38 第肆章　研究分析與討論 第一節　樣本結構之敘述性統計分析－－ 41 第二節　信度與效度分析－－－－－－－ 43 第三節　相關分析－－－－－－－－－－ 51 第四節　整體結構方程模式分析－－－－ 52 第伍章　結論與建議 第一節　結論－－－－－－－－－－－－ 65 第二節　管理實務建議－－－－－－－－ 70 第三節　研究限制與後續研究之建議－－ 72 參考文獻 中文部分－－－－－－－－－－－－－－75 英文部分－－－－－－－－－－－－－－76 附錄一：研究問卷－－－－－－－－－－ 83

Drawing upon case studies of three organisations operating six call centres in Australia, this thesis explores the manifestations and interplay of employee resistance and accommodation in response to five facets of employer control: electronic monitoring; repetitious work; emotional control; the built environment; and workplace flexibility. Accommodation refers to the ways workers protect themselves from and adapt to the pressures that make up their day-to-day experiences of work. Accommodation, unlike resistance, which implies opposition to control, may superficially resemble consent to control. I argue that resistance and accommodation are not polar opposites; rather they are both reflections of the conflict and tensions that lie at the heart of the employment relationship. At the study sites, employees utilised resistance and accommodation both separately and concurrently. An explanation of these seemingly contradictory responses and of the links among accommodation individual resistance and collective resistance lies in the concept of ???self???. In this thesis, ???self??? refers to workers??? perceptions of fairness, dignity and autonomy. I examine how these notions frame worker discontent and promote employee solidarity. ???Everyday resistance???, a concept first developed by Scott (1985) in relation to peasant struggles, is employed to highlight the existence of subterranean struggles in workplaces that otherwise appear to be harmonious. At the study sites, everyday resistance was a multi-faceted, widely employed strategy whose strength lay primarily in its immediate impact. There was, however, no necessary sequential development from accommodation, through everyday resistance to overt, formal forms of conflict. What was evident was that multiple responses to employer control could co-exist and inhibit or promote one another. But it was through organised collective resistance that more formalised gains were made and widely held grievances addressed. I suggest that, although everyday resistance may lay the groundwork for more formal struggles, one should not conclude that traditional collective resistance is ???genuine??? resistance and everyday resistance is simply a second-best prelude to it. Although conflict is always present, its intensity differs. If we are to understand the complexity of worker responses to managerial control, we need to expand the theoretical frameworks within which we analyse and interpret conflict.

Made available in DSpace on 2009-11-18T19:01:43Z (GMT). No. of bitstreams: 1 Alexandre_Oliveira.pdf: 6992425 bytes, checksum: 9b93b9986c23a742d3c23be866aa20a6 (MD5) Previous issue date: 2006 / Year after year the call center industry comes presenting high growth, either in Brazil or the world, using increasing contingent of people and receiving large amount of financial resources. Supporting all this industry, exists a theoretical reference that privileges the search of the improvement of diverse operational performance indicators. This study, empirically examines the relationship between caller satisfaction and diverse operational performance indicators currently used for call center management in Brazil. For in such a way, a group of telecommunications segment call centers will be used searching to determine which indicators are really more significantly correlated with the customer satisfaction. Of this form, it is aimed at to add new evidences and explanations to existing literature, in way that companies of call center industry can give a more adequate service to their customer, opposite to solely focus its efforts in the improvement of a great set of performance pointers that, effectively, can not become related with the customer satisfaction. / Ano após ano, a indústria de call center vem apresentando elevado crescimento, seja no Brasil ou no mundo, empregando crescente contingente de pessoas e recebendo expressivas somas de recursos financeiros. Suportando toda esta indústria, existe um referencial teórico que privilegia a busca da melhoria de diversos indicadores de desempenho operacional. Essa dissertação tem por objetivo examinar, empiricamente, a relação dos diversos indicadores de desempenho operacional utilizados atualmente na gestão de call centers, no Brasil, com a satisfação do cliente . Para tanto, será utilizado um conjunto de call centers de uma empresa do segmento de telecomunicações, buscando determinar quais são realmente os indicadores mais significativamente correlacionados com a satisfação do cliente. Dessa forma, visa-se acrescentar novas evidências e explicações à literatura existente, de modo a que as empresas da indústria de call center possam prestar um serviço mais adequado ao cliente, ao invés de unicamente focalizar seus esforços na melhoria de um grande conjunto de indicadores de desempenho que, efetivamente, podem não se relacionar com a satisfação do cliente.

Submitted by Carla Marques (carmmarques@gmail.com) on 2016-03-09T15:16:26Z No. of bitstreams: 1 Dissertacao Carla Marques Gestao de Processos Rioprevidência (1).pdf: 2146336 bytes, checksum: c50c0ea9b94ca6d0e3f9108b4aa77cf2 (MD5) / Approved for entry into archive by ÁUREA CORRÊA DA FONSECA CORRÊA DA FONSECA (aurea.fonseca@fgv.br) on 2016-03-16T12:18:38Z (GMT) No. of bitstreams: 1 Dissertacao Carla Marques Gestao de Processos Rioprevidência (1).pdf: 2146336 bytes, checksum: c50c0ea9b94ca6d0e3f9108b4aa77cf2 (MD5) / Approved for entry into archive by Maria Almeida (maria.socorro@fgv.br) on 2016-03-28T14:27:59Z (GMT) No. of bitstreams: 1 Dissertacao Carla Marques Gestao de Processos Rioprevidência (1).pdf: 2146336 bytes, checksum: c50c0ea9b94ca6d0e3f9108b4aa77cf2 (MD5) / Made available in DSpace on 2016-03-28T14:29:03Z (GMT). No. of bitstreams: 1 Dissertacao Carla Marques Gestao de Processos Rioprevidência (1).pdf: 2146336 bytes, checksum: c50c0ea9b94ca6d0e3f9108b4aa77cf2 (MD5) Previous issue date: 2015-12-04 / Este estudo objetivou verificar as consequências do BPM nos processos de pensão por morte do Rioprevidência. Para isso, foram analisados três processos de trabalho executados pelo setor de atendimento do Rioprevidência, autarquia previdenciária do Estado do Rio de Janeiro, quais sejam: Habilitação à pensão por morte; Revisão de pensão e Auditoria de benefícios. O estudo se justifica face à escassez de trabalhos que apontem resultados de otimização de processos de trabalho em organizações do setor público, uma vez que a maior parte dos estudos existentes é voltada para a gestão de processos em empresas privadas e, aqueles que focalizam no setor público, normalmente apontam as diferenças com relação ao setor privado, ou seja, pouco se fala do resultado das transformações. Para alcançar esse objetivo, foi realizado um estudo de caso, com análise de conteúdo de dados e documentos, bem como modelagem dos processos selecionados, visando identificar as lacunas existentes antes do BPM, bem como de que maneira os processos foram impactados. Como contribuição prática, espera-se que o resultado sirva de incentivo aos demais órgãos públicos para implementação de uma gestão com foco em processos e aja como instrumento facilitador de uma melhor gestão pública. / This study aimed to identify the impact of BPM on Rioprevidência survivor’s pension process. To make this possible, we analyzed three business process executed by customer service sector of Rioprevidência, an independent self-governing public entity of Rio de Janeiro state, namely: Pension Concession, Pension Review and Pension Audit. The study is justified by the lack of studies that point results of business processes optimization in public sector organizations. It happens because most of the existing studies focus on business processes management in private companies and those that focus on public sector usually point out the differences from the private sector, in other word, hardly speaks about the outcome of transformations facing the public sector. To achieve this objective, we conducted a qualitative case study with data and documents analysis and redesigned the selected processes to identify gaps before BPM and to detect the impact suffered by processes. As a practical contribution, we expect that the results may encourage other public entities to implement a management focused on processes and work as a facilitator for better public management.

Made available in DSpace on 2010-04-20T20:48:26Z (GMT). No. of bitstreams: 3 86579.pdf.jpg: 16730 bytes, checksum: 2fc12457af0ef7ff523a8a930b2bbc55 (MD5) 86579.pdf: 657024 bytes, checksum: d3512d402d7cd952232590198747874c (MD5) 86579.pdf.txt: 261961 bytes, checksum: ec98571b0d18a13c0e3e70beabfdbb32 (MD5) Previous issue date: 2006-05-08T00:00:00Z / For several purposes, including costs reduction and simplification of information delivery, many services companies adopt automated interaction technologies at their receptive call centers. Under the eyes of the users, they may have expectations about the service they will get and show preferences about the automated interaction resources. Using automated interaction technologies, call centers may or may not satisfy users’ expectations and preferences. For the determination of evidences that support the assumptions raised during the literature review, a research, divided in three parts, took place: a) a focus group with some call center users; b) a field study with call center users; c) interviews with specialists (experience survey). Using Conjoint Analysis we suggest a preference model related to call centers automated interaction. This model cannot be generalized due to the sampling method used in this exploratory study. Three distinct groups of users have been determined, in accordance with preference similarities. Forms of using automated interaction technologies have been determined, in tune with these preferences. Finally, based upon the Balanced Scorecard concept, we suggest a model for managerial evaluation of the use of automated interaction technologies at call centers in consumer services companies. / Com vários propósitos, inclusive o de redução de custos e o de facilitar a obtenção das informações desejadas pelo usuário, muitas empresas prestadoras de serviços ao consumidor adotam em suas CATs (Centrais de Atendimento Telefônico) recursos tecnológicos de automação da interação. Examinando-se sob a ótica dos usuários das CATs, estes poderão ter expectativas sobre o serviço que encontrarão e manifestar preferências com relação aos recursos de interação automática. As CATs, ao utilizarem tecnologias de automação da interação, podem estar ou não satisfazendo as expectativas e as preferências dos usuários. Para a determinação de argumentos que suportem as proposições levantadas durante a revisão bibliográfica sobre o tema, realizou-se uma pesquisa dividida em três partes: a) um focus group com alguns usuários de CATs; b) um estudo de campo com usuários de CATs; c) entrevistas com especialistas (levantamento de experiência). Com a técnica Análise de Preferência, propõe-se um modelo das preferências dos usuários em relação ao atendimento automático em CATs. Esse modelo, em princípio, não é generalizável devido às características do processo de amostragem utilizado nesse estudo exploratório. Determinaram-se três grupos distintos de usuários, de acordo com a similaridade entre suas preferências. Determinaram-se usos da tecnologia de atendimento automático que estão em sintonia com as preferências dos usuários. Finalmente, usando os conceitos do Balanced Scorecard, propõe-se um modelo de avaliação gerencial para o uso da tecnologia de atendimento automatizado nas Centrais de Atendimento Telefônico das empresas prestadoras de serviços ao consumidor.

The aim of the study is to establish how clients of the Germiston police station experience service delivery from personnel at their local police station and how police officials perceive their service delivery. This research wants to determine the extent of knowledge skills and attitude within the SAPS. The main objective was to evaluate services delivered by SAPS personnel. A qualitative research approach was chosen because it is flexible. The results of the study identified gaps. A significant shortage of personnel in the client service centre was noted. Furthermore, the results revealed that there is poor management and evaluation of the service delivery process. To have an effective and efficient service delivery process, it is recommended that the management of Germiston police station re-enforce legislation on service delivery and human resource capacity with the introduction of a customer service agent in the client service center and implement a monitoring and evaluation strategy. / Inhloso yocwaningo ngukubheka ukuthi abahlinzekwa usizo esiteshini samaphoyisa saseGermiston baluthola kanjani usizo esiteshini samaphoyisa sendawo nokuthi amaphoyisa akubona kanjani ukuhlinzeka kwawo usizo. Lolu cwaningo luhlose ukuveza izinga lamakhono olwazi kanye nokuziphatha ophikweni lamaphoyisa iSAPS. Injongo enkulu kwakuwukuhlaziywa usizo oluhlinzekwa abasebenzi bakwaSAPS. Kwakhethwa indlela yocwaningo ebheka amaqiniso ngoba iyaququleka. Imiphumela yocwaningo yaveza izindawo okungenzeki kahle kuzona. Kwabonakala ukuntuleka okukhulu kwabasebenzi esikhungweni sosizo okuhlinzekwa kubantu. Phezu kwalokho, imiphumela yaveza ukuthi kunokungaphathwa ngendlela nokungahlaziywa kahle kohlelo lokuhlinzekwa kosizo. Ukuze kube khona uhlelo lokuhlinzekwa kosizo olusebenza ngempumelelo nangokonga, kunconywa ukuba abaphathi besiteshi samaphoyisa saseGermiston baphoqe iqoqomthetho maqondana nokuhlinzekwa kosizo, mayelana nabasebenzi abanele kanye nokulethwa komuntu ozobhekana nezindaba zokugculiseka kwamakhasimende esikhungweni sosizo oluhlinzekwa kubantu futhi kuqale kulandelwe isu lokuqapha nokuhlaziya. / Maikemišetšo a thutelo ye ke go hlagiša ka moo badirelwa ba seteišene sa maphodisa sa Germiston ba itemogelago kabo ya ditirela go tšwa go bašomedi ba seteišeneng sa maphodisa sa tikologong ya bona le ka moo bahlankedi ba maphodiša ba bonago kabo ya ditirelo tša bona ka gona. Nyakišišo ye e nyaka go laetša bogolo bja go ba le tsebo le boitshwaro ka go SAPS. Maikemišetšo a magolo e be e le go lekola ditirelo tšeo di abilwego ke bašomedi ba SAPS. Mokgwatebelelo wa dinyakišišo ka go rerišana le banyakišišwa ore o be le kwešišo ya seo o se nyakišišago o kgethilwe ka gobane o ka fetolwa gabonolo. Dipoelo tša thutelo tlhokego ya tshedimošo ye e lekanego. Tlhaelo ye e bonagalago ya bašomedi senthareng ya go direla badirelwa e lemogilwe. Godimo ga moo, dipoela di utollotše gore go na le tshepedišo ye e fokolago ya taolo le tshekatsheko ya kabo ya ditirelo. Gore go be le tshepedišo ye e kgontšhago ya kabo ya ditirelo, go eletšwa gore bolaodi bja seteišene sa maphodisa sa Germiston bo tlaleletše maatla a melao ya kabo ya ditirelo le bokgoni bja dithuši tša batho ka godira gore go be le Modiri wa kabo ya ditirelo senthareng ya dirirelo tša badirelwa le go phethagatša maanotshepetšo a go lebeledišiša le tekolo. / Criminology and Security Science / M. A. (Criminal Justice)