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National Repository of Grey Literature 1 records found  Search took 0.01 seconds. 
Design processes in customer care and support
 Müller, Vladimír ; Říhová, Zora (advisor) ; Roulová, Petra (referee)
The Diploma thesis is engaged in the modelling of business processes, focusing on their design. Especially processes in area of providing support and customer care. The main goal of the thesis is application modelling method for selected business processes in a particular company engaged in telecommunications services. The theoretical part is focused on processes, process management and standards for the business process modelling. In the practical part are then described selected processes related to ABC satellite television services. These processes are designed by selected methodology. Under the proposed processes that take place after activation are calculated costs of operation the process (financial, human resources). These costs are calculated to the time when it is expected to 200,000 customers of ABC satellite television. Summary of costs is in evaluating the proposal.
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