Title: Enterprise information system for customer services excellence

Authors: Walter W.C. Chung, Joseph Y.P. Lee

Addresses: Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Hung Hom, Hong Kong. ' Regional Service Management, PCCW Limited, 18/F, Lockhart Exchange Building, 3 Hennessy Road, Wanchai Hong Kong

Abstract: Companies everywhere are dissolving their boundaries with their suppliers, customers and even rivals. The discrete company is no longer the building block of the modern economy as it is being replaced by |networks|. Development of supporting systems 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.

Keywords: change management; business process outsourcing; knowledge management; learning organisation; enterprise information system; knowledge-scope; customer services; e-business.

DOI: 10.1504/IJBPM.2006.008147

International Journal of Business Performance Management, 2006 Vol.8 No.1, pp.5 - 23

Published online: 21 Nov 2005 *

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