Why Business Process Improvement Might Not Bring Customer Satisfaction

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Provided by: Tilapia
Topic: Big Data
Format: PDF
Continual improvement is central to all organizational frameworks such as the IT Infrastructure Library (ITIL). Typically, data are collected through the lifecycle of a business process and analyzed asynchronously to identify long-term improvements. This position paper illustrates a limitation of this approach of continual improvement. When a support process is spawned to address a customer issue, quite often, a quick fix is provided to minimize the immediate annoyance to the customer. However, the quick fix often provides a lower quality solution than the service the customer regularly enjoys.
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