Queuing system for different classes of customers

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5 Scopus citations

Abstract

Flexibility is an important attribute, which businesses should possess in order to respond to rapid changes in the business environment. The literature shows that customers now have the power to influence companies and manufacturers by conveying their requirements, hence, companies can use this information to attract the best customers to their business. In this paper, we propose a requirements engineering-based approach for business process modelling to assist businesses maintain their performance in such an environment. We propose a new mathematical model to improve customer satisfaction in relation to delivery or service waiting time according to their priority class, particularly customers in the high priority class.

Original languageEnglish
Pages (from-to)418-434
Number of pages17
JournalInternational Journal of Business Information Systems
Volume13
Issue number4
DOIs
StatePublished - 2013
Externally publishedYes

Keywords

  • BPM
  • BPR
  • Business process modelling
  • Business process reengineering
  • Change management
  • Customer differentiation
  • Customer satisfaction
  • Flexibility
  • Mathematical model
  • Priority queue
  • Waiting time

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