Queuing system for different classes of customers

Youseef Alotaibi and Fei Liu

International Journal of Business Information Systems, 2013, vol. 13, issue 4, 418-434

Abstract: Flexibility is an important attribute, which businesses should possess in order to respond to rapid changes in the business environment. The literature shows that customers now have the power to influence companies and manufacturers by conveying their requirements, hence, companies can use this information to attract the best customers to their business. In this paper, we propose a requirements engineering-based approach for business process modelling to assist businesses maintain their performance in such an environment. We propose a new mathematical model to improve customer satisfaction in relation to delivery or service waiting time according to their priority class, particularly customers in the high priority class.

Keywords: business process modelling; BPM; business process reengineering; BPR; change management; customer differentiation; customer satisfaction; flexibility; mathematical modelling; priority queues; waiting time; queueing systems. (search for similar items in EconPapers)
Date: 2013
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbisy:v:13:y:2013:i:4:p:418-434

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