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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...
Business Process Management (BPM) is to optimize processes to gain competitive advantage. It is very important for an enterprise to keep in good status. However, many business process improvements are not very successful. This paper proposes a model using value engineering and TRIZ for better performance. Value engineering is an approved systematic method focusing on quantitative function analysis...
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