CEU Electronic Theses and Dissertations, 2019
| Author | Boda, Imre |
|---|---|
| Title | Workflow performance prediction at the customer care division of a multi-national company |
| Summary | The task was to analyse the performance of the customer care workflow and build methods for effectively predicting Service Level Agreement (SLA) breach events – based on any data from historical performance records. The company handles service requests in a global ticketing system, which stores information about the requests themselves, monitors breach of contractual SLAs, and provides performance feedback across all dimensions of the company. In order to minimize costs from SLA breaches, the company would like to allocate extra efforts on the most likely worst offender service request. The sooner such a case can be detected during the workflow, the chances of minimizing contractual consequences are higher, hence the business case for the extra effort. |
| Supervisor | Gergely Daróczi |
| Department | Business School MSc |
| Full text | https://www.etd.ceu.edu/2019/boda_imre.pdf |
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