hkr.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Customer Service process IT-enabled support Fit or misfit?: a real world case
Lund University.
Lund University.
Kristianstad University College, School of Health and Society.
2008 (English)In: Asproth, V. (ed), Proceedings of 31th Information Systems Research Seminar in Scandinavia: public systems in the future: possibilities, challenges and pitfalls, Sundsvall: Mittuniversitetet , 2008Conference paper, Published paper (Refereed)
Abstract [en]

This paper is a description of a real world case which focuses on a method to define the major gaps between functional requirements and existing support in a traditional ERP system. To identify and define the major gaps the method is using short interviews, existing documentation and graphic process diagrams. The report covers the process Customer Contact – Order Acknowledgement for a global chemicals manufacturer, Perstorp. The group in focus for this study is Customer Service. The results of this case were presented to Perstorp’s Customer Service as well as IT management as background material to assess improvement possibilities for both processes, IT support and for a new ERP strategy. Many other businesses are in similar situations. The aim in publishing this research paper is that these findings can be of practical use to other businesses as well as be an empirical foundation for other papers and possibly further research.

Place, publisher, year, edition, pages
Sundsvall: Mittuniversitetet , 2008.
Keywords [en]
Customer service, ERP
National Category
Computer and Information Sciences Engineering and Technology
Identifiers
URN: urn:nbn:se:hkr:diva-6719ISBN: 978-91-86073-12-1 (print)OAI: oai:DiVA.org:hkr-6719DiVA, id: diva2:139568
Available from: 2009-01-23 Created: 2009-01-23 Last updated: 2018-01-13Bibliographically approved

Open Access in DiVA

fulltext(804 kB)627 downloads
File information
File name FULLTEXT03.pdfFile size 804 kBChecksum SHA-512
96334d16c98d16e11ac4d248c2a335272cb2a01060a5a46e33f36558d4111dfe57c9e5f8403603f5b134c927437e1edc0cba974329d709674ef3607cf4c1b491
Type fulltextMimetype application/pdf

Other links

Fulltext
By organisation
School of Health and Society
Computer and Information SciencesEngineering and Technology

Search outside of DiVA

GoogleGoogle Scholar
Total: 627 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

isbn
urn-nbn

Altmetric score

isbn
urn-nbn
Total: 104 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf