Business Process Management in Service-Oriented Companies

Simona Kleinhempel (), Stefan Ioan Nitchi () and Lucia Rusu ()

Informatica Economica, 2010, vol. 14, issue 3, 189-198

Abstract: This paper presents the business model of a call center company including human resource management features. Starting from several approaches of business model definitions, we adopted a model for a service-oriented company. Based on the system objective, function, component modules and key indicators of Telmar software we analyzed a call centre company, using aggregated data from this software and determined human resource dynamics for past three years and key management indicators in two campaigns.

Keywords: Business Process Monitoring; Key Management Indicators; Efficiency Of Human Resource Management (search for similar items in EconPapers)
Date: 2010
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://revistaie.ase.ro/content/55/2007%20-%20Kleinhempel,%20Nitchi,%20Rusu.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:aes:infoec:v:14:y:2010:i:3:p:189-198

Access Statistics for this article

Informatica Economica is currently edited by Ion Ivan

More articles in Informatica Economica from Academy of Economic Studies - Bucharest, Romania Contact information at EDIRC.
Bibliographic data for series maintained by Paul Pocatilu ().