| Abstract: | Many organisations use decision models in their processes such as tables or trees to provide decision support to their operational
divisions. For example, in fault management, customer contact centre operators usually use a decision model in the form of
prescribed interviews. Based on the answers given by customers, the operator navigates through the decision model to reach
an assessment of the problem. In order to achieve customer satisfaction and operational excellence, it is very important to
constantly monitor the performance of a decision model not only on an overall level, but also on the level of individual decisions.
In this paper we present a configurable business process analytics tool, known as the intelligent Universal Service Management
System, that constantly monitors decision data and is capable of optimising the decisions based on high-level business objectives.
We explain the various features of the software and show how it can be used to optimise decision processes. We also show how
we can easily provide a customised version to monitor the performance of provision processes. |
