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1、ServiceQualityImprovementthroughBusinessProcessManagementbasedonDataMiningSungHoHaSangChanParkKyungpookNationalUniversityKoreaAdvancedInstituteofScienceandTechnology1370Sangyeok-dong,Buk-gu,Daegu,Korea373-1Kusung-dong,Yusong-gu,Daejeon,Koreahsh@mail.knu.ac.krsangpark@mail.kaist.ac.kr
2、ABSTRACTsummariesabouttheworkflowstatus.However,theydonotsupportsufficientdiagnoses[16].Becausenon-measurablefactorsToimprovethequalityofservice,internalbusinessprocessessuchascustomerresponsesarenotconsidered,theanalyticalshouldbemanagedliketheintermediateproductsarecontrolledresult
3、sarenotsufficienttofindeffectiveprocessimprovementforqualityoffinalproductsinthemanufacturingindustry.Themethods.BusinessProcessManagement(BPM)aimstoimproveprocessesToovercometheseshortcomings,wehavedevelopedtheVOCasandrequiresbothanalysisandevaluationofpractices.Inthisanewdatasource
4、forBPMinserviceindustries.TheVOCispaper,weintroducethevoiceofcallcentercustomers(VOC)asacomprisedofallkindsofmessagesfromcustomersincludingdatasourceforBPMintheserviceindustry.WeadoptaVOCasking,claiming,complaining,andcommendingorpraising.Themanagementframeworkthatacquiresdataaboutbu
5、sinessVOCtellswhatcustomersthinkaboutcompanies’currentprocessesperformanceandqualityofservices.Wedevelopaofferings.Companies’offeringsarehighlyrelatedtobusinessWeb-basedsystemforanalyzingtheVOCofalifeinsuranceprocesses.Itispossibletodetectproblematicinternalbusinesscompany,whichhelps
6、decisionmakersunderstandcustomerprocessesthroughtheVOCanalysis.However,VOCitselfisnotneedsbetterandhelpsthemmakeconsistentdecisionsregardingsuitableforanalyticalpurposefromtheviewpointofknowledgecustomersupport.Itusesconventionalstatisticalanddataminingdiscoveryindatabases.Therefore,
7、VOCshouldbeconvertedfromtechniquestoidentifycustomervoicepatterns.Wegatheractualthecustomer-sideviewtothecompany-sideview.customercomplaintsfromtheserviceoperationofthetargetcompany.Usingthisdata,thesystempinpointsproblematicareasInaddition,weperformanewpracticeforBPMusingVOCinthewhe
8、recomplaints
