Authors: Youseef Alotaibi; Fei Liu
Addresses: Department of Computer Science and Computer Engineering, La Trobe University, Bundoora, VIC, 3086, Australia ' Department of Computer Science and Computer Engineering, La Trobe University, Bundoora, VIC, 3086, Australia
Abstract: Flexibility is an important attribute, which businesses should possess in order to respond to rapid changes in the business environment. The literature shows that customers now have the power to influence companies and manufacturers by conveying their requirements, hence, companies can use this information to attract the best customers to their business. In this paper, we propose a requirements engineering-based approach for business process modelling to assist businesses maintain their performance in such an environment. We propose a new mathematical model to improve customer satisfaction in relation to delivery or service waiting time according to their priority class, particularly customers in the high priority class.
Keywords: business process modelling; BPM; business process reengineering; BPR; change management; customer differentiation; customer satisfaction; flexibility; mathematical modelling; priority queues; waiting time; queueing systems.
International Journal of Business Information Systems, 2013 Vol.13 No.4, pp.418 - 434
Published online: 27 Sep 2013 *Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article