Customer service management: towards a management information base for an IP connectivity service

Langer, Michael; Loidl, Stefan; Nerb, Michael

doi:10.1109/iscc.1999.780790

Cited by 8 publications

(6 citation statements)

References 1 publication

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“…offers benefits to both providers and customers by allowing the monitoring of service level agreement negotiated between the two parties. CSM offers a competitive advantage to providers, and enables customers to control up-to-date and adequate information about service specific QoS parameters (Langer, 1998).…”

Section: Customer Service Management (Csm)mentioning

confidence: 99%

FlexRFID Middleware in the Supply Chain

Ajana¹,

Harroud

Boulmalf

et al. 2011

International Journal of Mobile Computing and Multimedia Communications

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Radio Frequency Identification (RFID) has been used since the Second World War to identify “friend or foe” aircrafts. It has become an enabling wireless technology that is widely used in a number of application areas, such as product tracking through manufacturing and assembly, inventory control, and supply chain management (SCM). By 2006, Wal-Mart used RFID for all of its suppliers. The use of RFID in supply chain networks has allowed Wal-Mart to create value through greater visibility in its networks, higher product velocity, reduce human error and labor cost, and more efficient inventory management, which led to the achievement of Quick Response (QR) and improved Customer Relationship Management (CRM) in the supply chain. However, RFID system challenges and uncertain Return-On-Investment (ROI) must be overcome to fully achieve these objectives. This paper introduces RFID technology and its key components and concepts, and presents an RFID middleware solution called FlexRFID that achieves the maximum benefits of RFID technology independently of the interested backend applications. This paper illustrates how RFID technology is used to solve the main problems in SCM, the advantages and key issues when implementing RFID in SCM networks, and the relationship between RFID and the main SCM processes.

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Section: Customer Service Management (Csm)mentioning

confidence: 99%

FlexRFID Middleware in the Supply Chain

Ajana¹,

Harroud

Boulmalf

et al. 2011

International Journal of Mobile Computing and Multimedia Communications

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“…CSM extends the provider's service management towards the customers and enables them to monitor and control up-to-date and meaningful information about service specific QoS parameters [9]. Additionally, it respects the management issues in the full life-cycle of the subscribed Grid services, e.g, inquiry, order, configuration, problem, quality, accounting and change management [10].…”

Section: State Of the Artmentioning

confidence: 99%

Customer Service Management for Grid Monitoring and Accounting Data

Baur¹,

Saad²

2007

Managing Virtualization of Networks and Services

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Abstract.Experiences with the management of Grid specific monitoring and accounting data have shown that current approaches do not sufficiently support a distinction between providers, users and customers of a Grid. This gap can be filled by the use of Customer Service Management techniques which enable customers to individually monitor and control their subscribed services. We adapt a Customer Service Management scenario to Grid environments and outline an architecture dedicated to the management and visualization of monitoring and accounting data. To proof the concept, a prototype based on standard Grid components which manages user's needs and interactions with the resource provider is presented.

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“…CSM offers a service oriented management interface between customer and service provider [7]. Since customer service processes are becoming more complex and a large number of decisions have to be made within a short period of time, the conventional way of customer services based on fax, e-mail and telephone might not meet customer needs in electronic business.…”

Section: Customer Service Management (Csm)mentioning

confidence: 99%

A Knowledge-Based Intelligent System for Power Customer Service Management

Guo

Niu

2007

2007 International Conference on Machine Learning and Cybernetics

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In this paper, a knowledge-based intelligent system for power customer service management is proposed. As the value of knowledge management and customer relationship management has been well recognized, it is essential to make optimal reuse of knowledge of customer among various functional units of the enterprise. As the power company is the industry that provides standard service, it is important to ensure that the customer service staff can access and be trained up with dynamically updated knowledge that adjusts to the changing environment of the enterprise in customer services. However, conventional way of customer service management is inadequate to achieve knowledge acquisition and diffusion, service automation and satisfaction measurement, and thus unfavorable for the continuous improvement of the customer service quality. This paper discusses the frame and process of the knowledge-based intellgent service system for power customer, and puts forward some aspects that should be noted during the period of implementation. It is verified that the proposed model provides high quality customer services with fast and efficient responses to customer demands.

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Customer service management: towards a management information base for an IP connectivity service

Cited by 8 publications

References 1 publication

FlexRFID Middleware in the Supply Chain

FlexRFID Middleware in the Supply Chain

Customer Service Management for Grid Monitoring and Accounting Data

A Knowledge-Based Intelligent System for Power Customer Service Management

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