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BPM
2006
Springer
128views Business» more  BPM 2006»
15 years 3 months ago
A Redesign Framework for Call Centers
An important shortcoming in the Business Process Redesign (BPR) literature is the lack of concrete guidance on how to improve an existing business process. Our earlier work has aim...
Monique H. Jansen-Vullers, Mariska Netjes, Hajo A....
WWW
2002
ACM
16 years 13 days ago
A pragmatic application of the semantic web using SemTalk
The Semantic Web is a new layer of the Internet that enables semantic representation of the contents of existing web pages. Using common ontologies, human users sketch out the mos...
Christian Fillies, Gay Wood-Albrecht, Frauke Weich...
CTW
2006
88views more  CTW 2006»
14 years 11 months ago
Using multiple cognitive task analysis methods for supervisory control interface design in high-throughput biological screening
Cognitive task analysis (CTA) approaches are currently needed in many domains to provide explicit guidance on redesigning existing systems. This study used goal-directed task analy...
David B. Kaber, Noa Segall, Rebecca S. Green, K. E...
BIS
2010
246views Business» more  BIS 2010»
15 years 26 days ago
On the Cognitive Effectiveness of Routing Symbols in Process Modeling Languages
Abstract. Process models provide visual support for analyzing and improving complex organizational processes. In this paper, we discuss differences of process modeling languages us...
Kathrin Figl, Jan Mendling, Mark Strembeck, Jan Re...
HICSS
2008
IEEE
229views Biometrics» more  HICSS 2008»
15 years 6 months ago
The Business Value of CRM Systems: A Resource-Based Perspective
Drawing upon the resource-based view and the process-oriented view, we develop a conceptual model to examine the business value of customer relationship management (CRM) systems, ...
Shutao Dong, Kevin Zhu