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Raninen et al., 2015 - Google Patents

Applying software process modeling to improve customer support processes

Raninen et al., 2015

Document ID
16791690076925471328
Author
Raninen A
Merikoski H
Ahonen J
Beecham S
Publication year
Publication venue
Journal of Software: Evolution and Process

External Links

Snippet

The quality of an organization's support services can be key to maintaining and extending its customer base and to its future survival. As such, support services need to be considered in software process improvement initiatives and not left as an afterthought or stand‐alone …
Continue reading at onlinelibrary.wiley.com (other versions)

Classifications

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    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management, e.g. organising, planning, scheduling or allocating time, human or machine resources; Enterprise planning; Organisational models
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    • G06Q10/00—Administration; Management
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    • G06Q10/063112—Skill-based matching of a person or a group to a task
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    • G06Q10/00—Administration; Management
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    • G06Q10/00—Administration; Management
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    • G06Q10/00—Administration; Management
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    • G06Q10/00—Administration; Management
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    • G06Q30/00—Commerce, e.g. shopping or e-commerce
    • G06Q30/02—Marketing, e.g. market research and analysis, surveying, promotions, advertising, buyer profiling, customer management or rewards; Price estimation or determination
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    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation, e.g. computer aided management of electronic mail or groupware; Time management, e.g. calendars, reminders, meetings or time accounting
    • G06Q10/109—Time management, e.g. calendars, reminders, meetings, time accounting
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    • G06Q50/00—Systems or methods specially adapted for a specific business sector, e.g. utilities or tourism
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    • G06—COMPUTING; CALCULATING; COUNTING
    • G06F—ELECTRICAL DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring

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