Increasing Customer Satisfaction with Visualized Root-Cause Analysis — CPM Success in the Mass Market at British Telecom

John Bird
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John Bird: IDS Scheer UK Limited

A chapter in Corporate Performance Management, 2006, pp 233-245 from Springer

Abstract: Summary BT implemented a Corporate Performance Solution in order to increase the number of satisfied customers. In the first step of this strategic project it was necessary to identify the cause of customer dissatisfaction. Amongst other ARIS Process Performance Manager analysis features, the patented Process Mining Wizard was used to visualize areas of concern by analyzing data from more than 20 different BT-specific Helpdesk-Systems.

Keywords: British Telecom; customer satisfaction; root-cause-analysis; helpdesk; customer service center (CSS); EDCSM (event driven customer satisfaction measures); oracle RDBMS; internal measures; repeated fault calls; estimated repair times; post faultcalls; revenue generation; early life failure; process performance management (search for similar items in EconPapers)
Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-540-30787-7_16

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DOI: 10.1007/3-540-30787-7_16

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