Redesign Improvement of Customer Complaints Handling Time

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Complaint handling services at shipping companies often experience delays. This is identified by the timeliness in handling a large number of issues from the customer's side, so that a delay status can occur in the handling of content. The redesign of the customer complaint handling service business process was carried out in order to speed up service time without being late. The Business Process Re-Engineering (BPR) method is used to support the design of the business process. Service time can be accelerated by using several repair scenarios that have been designed and simulations of handling issues can be completed according to the time limit that has been set.

Original languageEnglish
Title of host publicationICBIR 2022 - 2022 7th International Conference on Business and Industrial Research, Proceedings
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages515-522
Number of pages8
ISBN (Electronic)9781665494748
DOIs
Publication statusPublished - 2022
Event7th International Conference on Business and Industrial Research, ICBIR 2022 - Bangkok, Thailand
Duration: 19 May 202220 May 2022

Publication series

NameICBIR 2022 - 2022 7th International Conference on Business and Industrial Research, Proceedings

Conference

Conference7th International Conference on Business and Industrial Research, ICBIR 2022
Country/TerritoryThailand
CityBangkok
Period19/05/2220/05/22

Keywords

  • Business Process Re-Engineering
  • Customer Complaint
  • Customer Service
  • Handling Delay
  • Service Time
  • Simulation.

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