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Customer Service pr...
Customer Service process IT-enabled support Fit or misfit? - A real world case
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- Hägg, Elizabeth (author)
- Lund University,Lunds universitet,Institutionen för informatik,Ekonomihögskolan,Department of Informatics,Lund University School of Economics and Management, LUSEM,Institutionen för Informatik, Lunds Universitet
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- Wärja, Magnus (author)
- Lund University,Lunds universitet,Institutionen för informatik,Ekonomihögskolan,Department of Informatics,Lund University School of Economics and Management, LUSEM,Institutionen för Informatik, Lunds Universitet
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- Johansson, Lars-Olof (author)
- Kristianstad University
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Asproth, Viveca (editor)
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(creator_code:org_t)
- IRIS, 2008
- 2008
- English.
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In: Proceedings of 31th Information Systems Research Seminar in Scandinavia. - : IRIS. - 9789186073121 ; , s. 22-
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Abstract
Subject headings
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- This paper is a description of a real world case which focuses on a method to define the major gaps between functional requirements and existing support in a traditional ERP system. To identify and define the major gaps the method is using short interviews, existing documentation and graphic process diagrams. The report covers the process Customer Contact – Order Acknowledgement for a global chemicals manufacturer, Perstorp. The group in focus for this study is Customer Service. The results of this case were presented to Perstorp’s Customer Service as well as IT management as background material to assess improvement possibilities for both processes, IT support and for a new ERP strategy. Many other businesses are in similar situations. The aim in publishing this research paper is that these findings can be of practical use to other businesses as well as be an empirical foundation for other papers and possibly further research.
Subject headings
- SAMHÄLLSVETENSKAP -- Medie- och kommunikationsvetenskap -- Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning (hsv//swe)
- SOCIAL SCIENCES -- Media and Communications -- Information Systems, Social aspects (hsv//eng)
Keyword
- Customer service
- ERP
- TECHNOLOGY
- TEKNIKVETENSKAP
Publication and Content Type
- ref (subject category)
- kon (subject category)
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