@inproceedings{b0605767ac0b4b76948ba21a90a96e7e,
title = "Redesign Improvement of Customer Complaints Handling Time",
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.",
keywords = "Business Process Re-Engineering, Customer Complaint, Customer Service, Handling Delay, Service Time, Simulation.",
author = "Lutfiani and Gabriel, {Djoko Sihono}",
note = "Publisher Copyright: {\textcopyright} 2022 IEEE.; 7th International Conference on Business and Industrial Research, ICBIR 2022 ; Conference date: 19-05-2022 Through 20-05-2022",
year = "2022",
doi = "10.1109/ICBIR54589.2022.9786490",
language = "English",
series = "ICBIR 2022 - 2022 7th International Conference on Business and Industrial Research, Proceedings",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
pages = "515--522",
booktitle = "ICBIR 2022 - 2022 7th International Conference on Business and Industrial Research, Proceedings",
address = "United States",
}