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Title: Enterprise information system for customer services excellence
Authors: Chung, WWC
Lee, JYP
Keywords: Business process outsourcing
Change management
Enterprise information system
Knowledge management
Learning organisation
Issue Date: 2006
Source: International journal of business performance management, 2006, v. 8, no. 1, p. 5-23 How to cite?
Journal: International Journal of Business Performance Management 
Abstract: Companies everywhere are dissolving their boundaries with their suppliers, customers and even rivals. Discrete company is no longer the building block of modern economy as it is being replaced by the 'networks'. Development of supporting system for network enterprise is difficult but necessary. Customer service is a part of network enterprise, and it plays a major role in the supply chain. Customer service managers are expected to process customer queries and offer solutions expeditiously. Enterprise Information System (EIS) caters for managers' needs in timely response, and there is an initiative to introduce an EIS in this area. The framework presented in this paper proposes the components of an EIS model, as well as the methodology to identify Knowledge Management (KM) solution and the roll-out strategy. An important aspect of this framework is the view on applying EIS which is not just a technology issue but also a people and cultural issue.
ISSN: 1368-4892
DOI: 10.1504/IJBPM.2006.008147
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