Search

Browse

• Communities
• Authors
• Year
• Titles
• Subjects

My Space

• Login

Industry 4.0: Optimizing the efficiency of customer service processes through their digitization

Skarpetis-Tsamopoulos Stavros

Full record

---

Summary

This thesis has as its thematic axis the study and optimization of business processes through their digitization. The main objective of the thesis is to record, analyze, measure performance and optimize the customer service process, on a holistic level, through the study of a real case and the application of the study in the company's environment.In particular, for the mapping of the company's environment and the design of the process, the Enterprise Architecture Methodology and the ARIS design software of the company softwareAG (www.softwareag.com) were used, for the reasons that are outlined and documented in the following paragraphs.The business context that is studied belongs to the IT sector and concerns the company WSDco, a private software development company that implements and operates IT projects, both in Greece and abroad. In the context of this paper, the cases and the customer service process after the completion and delivery of a project ("product") were recorded, Key Performance Indicators-KPIs were identified, based on which the performance of the existing process was measured, and through simulation scenarios, the process above was optimized.This analysis was triggered by the need to increase the efficiency of process execution, to improve the level of customer service, to allocate the company's human resources better and to generate useful supervisory findings.The company's Enterprise Architecture was captured using the different perspectives and various models provided by the ARIS software (e.g. organizational structure, information systems, process map), while the BPMN (Business Process Management Notation) standard was used to model the process, both because of the wide use of this process language and the possibility of direct collaboration with the simulation tool.Finally, using the BIMP (BUSINESSPROCESSSIMULATOR) tool, the task execution times and the corresponding costs were mapped and investigated based on the cost per man-hour, in order to calculate the necessary workforce for the optimal operation of the specific department. Based on the investigation, modifications were proposed and KPI's were updated.KEYWORDSARIS SOFTWARE, BPMS, BPM, PROCESS CYCLE, PROCESS, BPMN, SIMULATION, ARIS ARCHITECTURE, BUSINESS MANAGMENT

Available Files

Services