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.
