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General Information
    • ISSN: 2382-6185
    • Frequency: Quarterly (2015-2016); semiyearly (Since 2017)
    • DOI: 10.18178/IJKE
    • Editor-in-Chief: Prof. Chen-Huei Chou
    • Executive Editor: Ms. Nina Lee
    • Indexed by: Google Scholar, DOAJ, Engineering & Technology Digital Library, Crossref, ProQuest
    • E-mail: ijke@ejournal.net
Editor-in-chief
Prof. Chen-Huei Chou
College of Charleston, SC, USA
It is my honor to be the editor-in-chief of IJKE. I will do my best to help develop this journal better.
IJKE 2015 Vol.1(3): 219-222 ISSN: 2382-6185
doi: 10.18178/ijke.2015.1.3.038

Function-Oriented Business Process Improvement Framework for Customer Relationship Management Section in Large Scale Organization

Suprangtip Poonun, Sotarat Thammaboosadee, and Supaporn Kiattisin
Abstract—Customer Relationship Management (CRM) is critical and essential to such organization, especially to the large scale organization since its involved customers may be covered to the people, citizen, organization or government sections. Anyway, according to the nature and culture of the traditional job design, their business processes are costly and inconsistent because of their actor (or department) oriented design which leads to the difficulties in improvements. This paper proposes an idea of improving the business processes, based on Business Process Improvement (BPI) concept in function-oriented, to solve the existing work problems and suggest the possible solution for the future to achieve the organization goal. The evaluation was done by both the officer and the executive.

Index Terms—Function-oriented, business process improvement, customer relationship management.

Suprangtip Poonun, Sotarat Thammaboosadee, and Supaporn Kiattisin are with Technology of Information System Management Division, Faculty of Engineering, Mahidol University, Nakhon Pathom, 73170, Thailand (email: i.neayz@msn.com, sotarat.tha@mahidol.ac.th, supaporn.kit@mahidol.ac.th).

[PDF]

Cite: Suprangtip Poonun, Sotarat Thammaboosadee, and Supaporn Kiattisin, "Function-Oriented Business Process Improvement Framework for Customer Relationship Management Section in Large Scale Organization," International Journal of Knowledge Engineering vol. 1, no. 3, pp. 219-222, 2015.

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E-mail: ijke@ejournal.net