Measuring Business Feedback Cycles as Enhancement of the Support Knowledge Engineering Process

  • Alexander Holland
  • Madjid Fathi
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4333)


Supporting business processes through knowledge management technologies is one of the key factors in the today’s industry. The former technologically related organizations now have to orient themselves to the business strategy of the company, which they must support with their offered IT services. IT processes has to become more transparent and better manageable. It is fundamental to visualize service prosperities to satisfy customer needs. Different business processes and the potentials of supporting them need knowledge management measures. We illustrate the applicability and possibilities of IT service management and appropriate support services in business processes especial in the field of incident management requiring a novel feedback cycle and associated measures to assist such service support processes. A prototypical realization was implemented as manageable knowledge desk.


Business Process Knowledge Management Domain Architect Feedback Process Support Center 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. 1.
    Allweyer, T.: Modellbasiertes Wissensmanagement. IM Information Management 13(1), 37–45 (1998)Google Scholar
  2. 2.
    Anton, J.: The Past, Present and Future of Customer Access Centers. Int. Journal of Service Industry Management 11, 120–130 (2000)CrossRefGoogle Scholar
  3. 3.
    Anupindi, R., Smythe, B.T.: Call Centers and Rapid Technology Change. Teach Node (1997)Google Scholar
  4. 4.
    Brewer, P., Speh, T.: Using the Balanced Scorecard to Measure Supply Chain Performance. Journal of Business Logistics 21(1), 75–93 (2000)Google Scholar
  5. 5.
    Giaglis, G.M.: On the Integrated Design and Evaluation of Business Processes and Information Systems. Comm. of the Association for Information Systems 1 (1999)Google Scholar
  6. 6.
    Grossman, T.A.: Call Centers. Encyclopedia of Operations Research and Management Science, 2nd edn. (1999)Google Scholar
  7. 7.
    Grütter, R.: IT Servicemanagement nach ITIL – Unterschiede zwischen Anbietern und Kunden. Diploma thesis, University of Zurich, Switzerland (2005)Google Scholar
  8. 8.
    Holland, A.: Modeling Uncertainty in Decision Support Systems for Customer Call Center. In: Int. Conf. 8th Fuzzy Days, Dortmund, Germany, Computational Intelligence in Theory and Practice, Springer Series Advances in Soft Computing, pp. 580–588 (2004)Google Scholar
  9. 9.
    Holland, A., Peitzsch, K.M.: Learning Skills from Data Based on XML Structured Qualification Profiles. In: Proc. of I-KNOW 2005, 5th Int. Conf. on Knowledge Management, Graz, Austria, pp. 170–178 (2005)Google Scholar
  10. 10.
    Holland, A., Fathi, M.: Experience Fusion as Integration of Distributed Structured Knowledge. In: 6th Int. Symposium on Soft Computing for Industry, Budapest, Hungary, World Automation Congress, July 24-27 (2006)Google Scholar
  11. 11.
    Jablonski, S., Horn, S., Schlundt, M.: Process Oriented Knowledge Management. In: 11th Int. Workshop on Research Issues in Data Engineering, Heidelberg, Germany, pp. 77–84. IEEE Comp. Society, Los Alamitos (2001)Google Scholar
  12. 12.
    Kim, S., Hwang, H., Suh, E.: A Process-based Approach to Knowledge Flow Analysis. Knowledge and Process Management 10(4) (2003)Google Scholar
  13. 13.
    Koole, G., Mandelbaum, A.: Queueing Models of Call Centers. Annals of Operations Research 113, 41–59 (2002)MATHCrossRefMathSciNetGoogle Scholar
  14. 14.
    Maier, R.: Knowledge Management Systems. Springer, Berlin (2002)Google Scholar
  15. 15.
    Maier, R., Remus, U.: Implementing Process-Oriented Knowledge Management Strategies. Journal of Knowledge Management 7(4), 62–74 (2003)CrossRefGoogle Scholar
  16. 16.
    Pinedo, M.: Call Centers in Financial Services. Strategies, Technologies and Operations. Kluwer Publisher, Dordrecht (1999)Google Scholar
  17. 17.
    Raimann, J., Enkel, E., Seufert, A., von Krogh, G., Back, A.: Supporting Business Processes through Knowledge Management. A Technology-based Analysis. Technical report, University of St.Gallen (2000)Google Scholar
  18. 18.
    Thiadens, T.: Manage IT! Organizing IT Demand and IT Supply. Springer Publish, Heidelberg (2005)Google Scholar
  19. 19.
    Weerakkody, V., Currie, W.: Integrating Business Process Reengineering with Information Systems Development. In: van der Aalst, W.M.P., ter Hofstede, A.H.M., Weske, M. (eds.) BPM 2003. LNCS, vol. 2678, pp. 302–320. Springer, Heidelberg (2003)CrossRefGoogle Scholar
  20. 20.
    Williams, M.: Microsoft Visual C#.NET. Microsoft MS Press (2002)Google Scholar
  21. 21.
    Zhao, X., Liu, C.: An Organisational Perspective on Collaborative Business Processes. In: van der Aalst, W.M.P., Benatallah, B., Casati, F., Curbera, F. (eds.) BPM 2005. LNCS, vol. 3649, pp. 17–31. Springer, Heidelberg (2005)CrossRefGoogle Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2006

Authors and Affiliations

  • Alexander Holland
    • 1
  • Madjid Fathi
    • 1
  1. 1.Department of, Electrical Engineering and Computer ScienceInstitute of Knowledge Based Systems and Knowledge ManagementSiegenGermany

Personalised recommendations