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Published in:
2005 | OriginalPaper | Chapter
Increasing Customer Satisfaction with Visualized Root-Cause Analysis — CPM Success in the Mass Market at British Telecom
Author : John Bird
Published in: Corporate Performance Management
Publisher: Springer Berlin Heidelberg
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BT implemented a Corporate Performance Solution in order to increase the number of satisfied customers. In the first step of this strategic project it was necessary to identify the cause of customer dissatisfaction. Amongst other ARIS Process Performance Manager analysis features, the patented Process Mining Wizard was used to visualize areas of concern by analyzing data from more than 20 different BT-specific Helpdesk-Systems.