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xvContents
15.2.3 Creating Process Maps ...........................................................................355
15.2.4 Analyzing Processes for Breakthrough Improvements ..................... 356
15.2.5 Innovative Breakthrough Improvement in Processes ........................357
15.2.6 Implementing Designed Processes ....................................................... 357
15.2.7 Measuring the Performance of Designed Processes ..........................358
15.3 Enterprise-Wide Continuous Improvement Programs .....................................359
15.3.1 Lean System .............................................................................................359
15.3.2 Six Sigma ..................................................................................................363
15.3.3 Theory of Constraints .............................................................................366
15.3.3.1 Theory of Constraints Tools .................................................368
15.4 Time-Based Competition .......................................................................................369
15.4.1 Activity-Based Customer Responsiveness ..........................................370
15.4.2 Activity-Based Costing ........................................................................... 371
15.4.3 Time-Driven Activity-Based Costing ...................................................373
15.4.4 Responsive Activity Pricing ...................................................................376
15.5 Summary .................................................................................................................. 376
16. EPMS for Customer Conversations .................................................................................377
16.1 Business Processes and Human Interactions ...................................................... 377
16.1.1 Human Interaction Management ..........................................................378
16.1.2 Human Interaction Management System ............................................379
16.1.3 Comparing Human Interaction Management and Business
Process Management ..............................................................................380
16.1.4 HumanEdj Human Interaction Management Systems ......................381
16.2 Interactions and the Quality of Experience .........................................................382
16.2.1 Factors Inuencing Quality of Experience ..........................................384
16.2.2 Features of Quality of Experience .........................................................388
16.2.2.1 Feature Levels ........................................................................389
16.3 Customer Interaction Systems ..............................................................................390
16.3.1 Spoken Language Recognition ..............................................................391
16.3.2 Spoken Language Understanding .........................................................392
16.3.3 Dialog Management ................................................................................393
16.3.4 Natural Language Generation ...............................................................394
16.3.5 Text-to-Speech Synthesis ........................................................................396
16.4 Implementing Customer Interaction Systems .................................................... 398
16.5 Summary .................................................................................................................. 398
Epilogue: Digital Transformations of Enterprises ...............................................................399
Appendix A: Business Process Execution Language ...........................................................407
Appendix B: Interaction Architectures ..................................................................................413
Bibliography ...............................................................................................................................419
Index .............................................................................................................................................425