Service improvement by business process management using customer complaints in financial service industry

• Published in: Expert systems with applications 2011-04, Vol.38 (4), p.3267-3279
• Main Authors: Pyon, Chong Un, Woo, Ji Young, Park, Sang Chan
• Format: Article
• Language: English
• Subjects: Business; Business process management; Business process management (BPM); Call centers; Conversion; Customer complaints management system (CCMS); Customer satisfaction; Decision support systems; Expert systems; Finance; Financial service industry; Offices; Voice of the Customer (VOC); Volatile organic compounds
• ISSN: 0957-4174; 1873-6793
• DOI: 10.1016/j.eswa.2010.08.112

► Customer complaints through call centers is adequate to be analyzed from process viewpoint and customer viewpoint for Business Process Management(BPM). ► The VOC(Voice of Customer) management system based on BPM was proposed. ► The proposed system improves the business culture toward VOC and the service quality. In financial service industry, service improvement should be considered from process viewpoint and customer viewpoint because the value creation is ultimately linked with internal business processes on the back office and customers are involved as a co-producer of value. In this perspective, customer complaints through call centers are adequate to support the analysis for service improvement in financial service industry. In this study, we propose a web-based decision support system for business process management employing customer complaints, namely Voice of the Customer (VOC), and its handling data for service improvement. It involves VOC conversion for data enrichment and includes analysis of summarization, exception and comparison. The proposed system is evaluated on a major credit card company in South Korea.