Advanced

Customer Service process IT-enabled support Fit or misfit? -A real world case

Hägg, Elizabeth LU ; Wärja, Magnus LU and Johansson, Lars-Olof (2008) In Proceedings of The 31st Information Systems Research Seminar in Scandinavia (IRIS31)
Abstract
This paper is a description of a real world case which focuses on a method to define the major gaps between functional requirements and existing support in a traditional ERP system. To identify and define the major gaps the method is using short interviews, existing documentation and graphic process diagrams. The report covers the process Customer Contact – Order Acknowledgement for a global chemicals manufacturer, Perstorp. The group in focus for this study is Customer Service. The results of this case were presented to Perstorp’s Customer Service as well as IT management as background material to assess improvement possibilities for both processes, IT support and for a new ERP strategy. Many other businesses are in similar situations.... (More)
This paper is a description of a real world case which focuses on a method to define the major gaps between functional requirements and existing support in a traditional ERP system. To identify and define the major gaps the method is using short interviews, existing documentation and graphic process diagrams. The report covers the process Customer Contact – Order Acknowledgement for a global chemicals manufacturer, Perstorp. The group in focus for this study is Customer Service. The results of this case were presented to Perstorp’s Customer Service as well as IT management as background material to assess improvement possibilities for both processes, IT support and for a new ERP strategy. Many other businesses are in similar situations. The aim in publishing this research paper is that these findings can be of practical use to other businesses as well as be an empirical foundation for other papers and possibly further research. (Less)
Please use this url to cite or link to this publication:
author
organization
publishing date
type
Chapter in Book/Report/Conference proceeding
publication status
published
subject
in
Proceedings of The 31st Information Systems Research Seminar in Scandinavia (IRIS31)
editor
Asproth, Viveca
ISBN
978-91-86073-12-1
language
English
LU publication?
yes
id
5b7210d2-dd59-457b-b28d-722f140f7dca (old id 1388297)
date added to LUP
2009-04-20 12:27:29
date last changed
2016-04-16 12:16:05
@misc{5b7210d2-dd59-457b-b28d-722f140f7dca,
  abstract     = {This paper is a description of a real world case which focuses on a method to define the major gaps between functional requirements and existing support in a traditional ERP system. To identify and define the major gaps the method is using short interviews, existing documentation and graphic process diagrams. The report covers the process Customer Contact – Order Acknowledgement for a global chemicals manufacturer, Perstorp. The group in focus for this study is Customer Service. The results of this case were presented to Perstorp’s Customer Service as well as IT management as background material to assess improvement possibilities for both processes, IT support and for a new ERP strategy. Many other businesses are in similar situations. The aim in publishing this research paper is that these findings can be of practical use to other businesses as well as be an empirical foundation for other papers and possibly further research.},
  author       = {Hägg, Elizabeth and Wärja, Magnus and Johansson, Lars-Olof},
  editor       = {Asproth, Viveca},
  isbn         = {978-91-86073-12-1},
  language     = {eng},
  series       = {Proceedings of The 31st Information Systems Research Seminar in Scandinavia (IRIS31)},
  title        = {Customer Service process IT-enabled support Fit or misfit? -A real world case},
  year         = {2008},
}