The week's pick
Reseach Article
Analyse usage of process performance models to predict customer satisfaction
| International Journal of Computer Applications |
| Foundation of Computer Science (FCS), NY, USA |
| Volume 47 - Number 12 |
| Year of Publication: 2012 |
| Authors: J. Venkatesh, Priyesh Cherurveettil, Thenmozhi. S, Balasubramanie. P |
10.5120/7243-0288
|
J. Venkatesh, Priyesh Cherurveettil, Thenmozhi. S, Balasubramanie. P . Analyse usage of process performance models to predict customer satisfaction. International Journal of Computer Applications. 47, 12 ( June 2012), 35-40. DOI=10.5120/7243-0288
Abstract
The key parameter to differentiate the vendor capability in an IT industry is the value add that the customer experiences. To achieve this, it needs to be understood, what are the key parameters that drive this and what needs to be done to improve it. Process performance models help to understand customer satisfaction, it is a quantitative research, the associated process and probable parameters help in improving customer satisfaction. This process is established using a case study. The importance of process performance models in not clearly understood by the project team and exposure to lack of understanding of associated sub process is clearly articulated. Based on these gaps, the intent to identify the right sub process and models is addressed through a project plan.
References
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