The framework of web-based voice of the customers management for business process management in service industry

Abstract

To manage the quality of services, internal business processes should be managed as like the intermediate products are controlled for quality of final products in the manufacturing industry. The business process management (BPM) with the aim of improving processes requires both analysis and evaluation of practices. Till now, while the transactional data such as total sales are sufficiently analyzed, Customers' responses on the business processes are not considered. In this paper, we introduce the voice of the customers (VOC) as a data source for BPM in the service industry. We suggest a VOC management framework that acquires data about business processes performance and quality of services. A consequent data model and business process model are followed.