Average waiting time of customers in a new queue system with different classes

Purpose – It is very complicated to keep the business processes under control since the business processes change rapidly and thus flexibility is an important attribute which businesses should possess in order to respond to rapid changes in the business environment. The purpose of this paper is to divide the companies' customers into different priority groups to be served according to their payment history and feedback in order to increase the companies' performance and profit and save the time of customers within high priority class which may lead to increase their satisfaction.Design/methodology/approach – The paper proposes a requirements engineering‐based approach for business process modelling to assist businesses maintain their performance in such an environment. The paper proposes a new numerical model to improve customer satisfaction in relation to delivery or service waiting time according to their priority class, particularly customers in the high priority class. A call centre at the selected te...

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