@article{Botha_Kruger_De Vries_2011, title={ENHANCING CUSTOMER EXPERIENCE THROUGH BUSINESS PROCESS IMPROVEMENT: AN APPLICATION OF THE ENHANCED CUSTOMER EXPERIENCE FRAMEWORK (ECEF)}, volume={23}, url={http://sajie.journals.ac.za/pub/article/view/218}, DOI={10.7166/23-1-218}, abstractNote={<p>ENGLISH ABSTRACT: In 2010 Botha, Kruger & De Vries [5] introduced a framework for enhancing customer experience through improved business processes. They developed the Enhanced Customer Experience Framework (ECEF) by integrating various well-known techniques into one comprehensive framework.<br /> The ECEF incorporates three well-known tools: quality function deployment (QFD), business process re-engineering, and simulation. QFD is used to determine the relationship beween business processes and customer requirements, and to prioritise business processes from a customer perspective. Business Process Re-engineering (BPR), together with the steps associated with benchmarking, provides a useful process that may be followed when re-engineering business processes to fit customer needs; while simulation modelling is used to test the impact of process improvements on customer experience.<br /> This paper aims partially to validate the ECEF against empirical data obtained from the telecommunications industry.</p><p>AFRIKAANSE OPSOMMING }, number={1}, journal={The South African Journal of Industrial Engineering}, author={Botha, G.J. and Kruger, P.S. and De Vries, M.}, year={2011}, month={Nov.} }