A Value Engineering Based Method of Configuring ICT-Based Customer Service Centers

Product quality and service quality are complementary components of customer value. To meet customers´ dynamic requirements, many enterprises have invested in service-centre platforms based on information and communications technology to enable direct interaction with their customers. To create value for customers, customer service centers should be constructed according to well-defined service models and optimized service processes that benefit from up-to-date information technology. In this paper, we propose a value engineering based method to support the configuration of customer-service centers and improve call-centre service quality. The proposed method integrates failure modes and effect analysis, the theory of inventive problem solving, the lean-management approach, and the Six Sigma approach. A case study in a global manufacturing company is conducted to determine the feasibility and effectiveness of the proposed method. The results confirm that the model improves call-centre service quality.