Title :
Configuring services regarding service environment and productivity indicators
Author :
Becker, Michael ; Klingner, Stephan ; Böttcher, Martin
Author_Institution :
Dept. of Bus. Inf. Syst., Leipzig Univ., Leipzig, Germany
Abstract :
In course of the extensive changes in the service sector, methods and tools for modelling services, managing service-portfolios and optimising service-offers are required. This paper proposes an extension of a basic metamodel as described in various previous publications to be able to describe nonfunctional properties, global variables and the definition of configuration constraints.
Keywords :
call centres; customer services; productivity; call centre; configuration constraint; nonfunctional property; productivity indicator; service modelling; service-offers optimisation; service-portfolios management; Connectors; Focusing; Industries; Information systems; Portfolios; Productivity; Software;
Conference_Titel :
Computer Science and Information Systems (FedCSIS), 2011 Federated Conference on
Conference_Location :
Szczecin
Print_ISBN :
978-1-4577-0041-5
Electronic_ISBN :
978-83-60810-35-4
