South African Journal of Industrial Engineering
versão On-line ISSN 2224-7890
versão impressa ISSN 1012-277X
BOTHA, G.J.; KRUGER, P.S. e DE VRIES, M.. Enhancing customer experience through business process improvement: an application of the Enhanced Customer Experience Framework (ECEF). S. Afr. J. Ind. Eng. [online]. 2012, vol.23, n.1, pp.39-56. ISSN 2224-7890.
In 2010 Botha, Kruger & De Vries  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. 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. This paper aims partially to validate the ECEF against empirical data obtained from the telecommunications industry.