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dc.contributor.authorCheng, Isaac
dc.contributor.authorKrishna, Vikas
dc.contributor.authorBoyette, Neil
dc.contributor.authorBethea, Joel
dc.contributor.editorAbramowicz, Witold
dc.contributor.editorMaciaszek, Leszek
dc.date.accessioned2019-05-15T08:27:17Z
dc.date.available2019-05-15T08:27:17Z
dc.date.issued2007
dc.identifier.isbn978-3-88579-210-9
dc.identifier.issn1617-5468
dc.identifier.urihttp://dl.gi.de/handle/20.500.12116/22339
dc.description.abstractIn this paper, we share our experience with applying service-oriented techniques to improve the agility of a real-world global service system. We improved the process independence of the service system by decoupling application development from process management using a framework that is based on models and rules. We analyzed various aspects of the system and the impact of technologies being deployed. Our experience is documented as a case study as we anticipate that similar techniques can be applied to improve the agility of other significant service systems in the future.en
dc.language.isoen
dc.publisherGesellschaft für Informatik e. V.
dc.relation.ispartofBusiness process and services computing – 1st international working conference on business process and services computing – BPSC 2007
dc.relation.ispartofseriesLecture Notes in Informatics (LNI) - Proceedings, Volume P-116
dc.titleTowards an Agile Service System for a Global Call Centeren
dc.typeText/Conference Paper
dc.pubPlaceBonn
mci.reference.pages125-137
mci.conference.sessiontitleRegular Research Papers
mci.conference.locationLeipzig
mci.conference.dateSeptember 25-26, 2007


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