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Translating customer service expectations into supporting business processes
Dissertation (MEng)--University of Pretoria, 2010.
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University of Pretoria
2013
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| _version_ | 1867613651759792128 |
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| access_status_str | Open Access |
| author2 | Kruger, P.S. (Paul Stephanus), 1944- |
| author_browse | Kruger, P.S. (Paul Stephanus), 1944- |
| author_facet | Kruger, P.S. (Paul Stephanus), 1944- |
| collection | Thesis |
| dc_rights_str_mv | © 2010, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Dissertation (MEng)--University of Pretoria, 2010. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/29553 |
| institution | University of Pretoria (South Africa) |
| last_indexed | 2026-06-10T12:39:32.610Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2013 |
| publishDateRange | 2013 |
| publishDateSort | 2013 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/29553 Translating customer service expectations into supporting business processes Kruger, P.S. (Paul Stephanus), 1944- jozina.botha@up.ac.za Botha, G.J. (Gesina Jozina) Services Products Buyers Bargaining power Customer service UCTD Dissertation (MEng)--University of Pretoria, 2010. Over the last few years, there has been tremendous growth in the diversity of products and services offered to customers across all industries. With this increased choice of products and services, the bargaining power of buyers is rising. The products and services offered by the different companies do not vary much, regardless of which companies are selling them. Customers are in the position where they can choose from an array of products and services from more than one company. This shift of power from company to customer forces companies to focus on customer retention and loyalty through improved customer experience. The dissertation introduces a framework for enhancing customer experience through improved business processes. The Enhanced Customer Experience Framework (ECEF) is developed by integrating various well known techniques into one comprehensive framework. As long as fifty years ago, researchers found it neccesary to design techniques that can assist companies in taking care of frustrated and unsatisfied customers. Many of these techniques had merit, and partly succeeded in increasing customer satisfaction. One of these techniques was developed in 1966 by Dr Yoji Akao, with the goal of integrating the voice of the customer into the technical design of products and services. Today this tool is known as Quality Function Deployment (QFD). QFD is used extensively in the ECEF to determine the relationship beween business processes and customer requirements, and to prioritise business processes from a customer perspective. Another technique or methodology is Business Process Reengineering (BPR), developed in 1990. The methodology of BPR – together with the steps associated with benchmarking –provides a useful process that may be followed when reengineering business processes to fit customer needs. The last technique that is integrated into the ECEF is simulation modelling, which can be used to test the impact of process improvements on customer experience. The ECEF consists of seven stages, with sequential activities taking place in every stage. The Framework developed in this dissertation is partially validated against empirical data obtained from the telecommunications industry. In South Africa the telecommunications industry is faced with the threat of new entrants as one of the largest competitive forces. In 2001 a third Telecommunications Company was introduced in South Africa and the market share that always belonged to only two companies was redistributed between three companies. For all three companies to be competitive, they had to invest in delivering quality service to customers. The ECEF may assist managers in enhancing the quality of their service delivery. By designing business processes to deliver products and services according to the needs of the customer, companies will be able to enjoy the strategic competitive advantage of customer loyalty. Industrial and Systems Engineering unrestricted 2013-09-07T15:53:44Z 2010-11-18 2013-09-07T15:53:44Z 2010-09-02 2010-11-18 2010-11-18 Dissertation Botha, GJ 2010, Translating customer service expectations into supporting business processes, MEng dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/29553 > E10/776/gm http://hdl.handle.net/2263/29553 http://upetd.up.ac.za/thesis/available/etd-11182010-190951/ © 2010, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | Services Products Buyers Bargaining power Customer service UCTD Translating customer service expectations into supporting business processes |
| title | Translating customer service expectations into supporting business processes |
| title_full | Translating customer service expectations into supporting business processes |
| title_fullStr | Translating customer service expectations into supporting business processes |
| title_full_unstemmed | Translating customer service expectations into supporting business processes |
| title_short | Translating customer service expectations into supporting business processes |
| title_sort | translating customer service expectations into supporting business processes |
| topic | Services Products Buyers Bargaining power Customer service UCTD |
| url | http://hdl.handle.net/2263/29553 http://upetd.up.ac.za/thesis/available/etd-11182010-190951/ |