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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

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • 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