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Identifying system-wide contact center cost reduction opportunities through lean, customer-focused IT metrics

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dc.contributor.advisor Deborah Nightingale and John Sterman. en_US
dc.contributor.author Sen, Avijit en_US
dc.contributor.other Leaders for Manufacturing Program. en_US
dc.date.accessioned 2009-11-06T16:35:54Z
dc.date.available 2009-11-06T16:35:54Z
dc.date.copyright 2009 en_US
dc.date.issued 2009 en_US
dc.identifier.uri http://hdl.handle.net/1721.1/49791
dc.description Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Dept. of Civil and Environmental Engineering; in conjunction with the Leaders for Manufacturing Program at MIT, 2009. en_US
dc.description Includes bibliographical references (p. 71-72). en_US
dc.description.abstract Dell's long-term success depends on its customers' future buying patterns. These patterns are largely determined by customers' satisfaction with the after-sales service they receive. Previously, Dell has been able to deliver high customer satisfaction but has done so at a high expense, further reducing the low margins on their consumer product line. Dell's Global Consumer Services and Support organization (GCSS) is constantly innovating to lower its operating costs while maintaining customer satisfaction. Their task is difficult to achieve in part because of the broad scope of problems that Dell's customer service agents (CSAs) tackle and the grey areas of support boundaries. In order to identify and correct the root-causes of these contact-center costs, Dell needs the ability to measure the specific cost of supporting individual customers. Yet, no such customer-centric data framework exists at Dell, or indeed in the contact center industry. However, it is possible to create just such a customer focused data framework by applying an automated value stream mapping (VSM) analysis to a large sample of contact-center activity data from Dell's data warehouse. The resulting data set is a collection of digital value stream maps representing the end-to-end customer service experience of each contact-center customer. After performing the proposed data transformations, these customer-focused metrics (CustFM) are shown to yield significant insights into previously unidentifiable cost reduction opportunities available across Dell's global contact-center network. en_US
dc.description.statementofresponsibility by Avijit Sen. en_US
dc.format.extent 72 p. en_US
dc.language.iso eng en_US
dc.publisher Massachusetts Institute of Technology en_US
dc.rights M.I.T. theses are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. See provided URL for inquiries about permission. en_US
dc.rights.uri http://dspace.mit.edu/handle/1721.1/7582 en_US
dc.subject Sloan School of Management. en_US
dc.subject Civil and Environmental Engineering. en_US
dc.subject Leaders for Manufacturing Program. en_US
dc.title Identifying system-wide contact center cost reduction opportunities through lean, customer-focused IT metrics en_US
dc.type Thesis en_US
dc.description.degree S.M. en_US
dc.description.degree M.B.A. en_US
dc.contributor.department Sloan School of Management. en_US
dc.contributor.department Massachusetts Institute of Technology. Dept. of Civil and Environmental Engineering. en_US
dc.contributor.department Leaders for Manufacturing Program. en_US
dc.identifier.oclc 457232511 en_US


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