Service Engineering: Multi-Disciplinary Process View Function Scientific Discipline Multi-Disciplinary Index Service Completion (75% in Banks) Call Center Design Information Design Organization Design: Parallel (Flat) Sequential (Hierarchical) Marketing, Psychology, Operations Research Operations/ Business Process Archive ( Waiting Time Return Time) Lost Calls Sociology, Psychology, Operations Research Queue (Invisible) Agents Experts Redial (Retrial) Database Design Busy (Rare) Job Enrichment Computer-Telephony Integration - CTI Tele-Stress Training (Turnover up to 200% per Year) (Sweat Shops of the 21th Century) Data Mining: MIS, Statistics, Operations Research, Marketing HRM Psychology MIS/CS Arrivals (Business Frontier of the 21th Century) Good or Bad Incentives Game Theory, Economics Service Completion VRU/ IVR Agents (CSRs) Psychological Process Archive Forecasting Internet Chat Email Fax Statistics, Human Resource Management (HRM) Efficiency Skill Based Routing (SBR) Design Expect 3 min Willing 8 min Perceive 15 min Customers Segmentation - CRM Marketing, HRM, Operations Research, MIS Customers Interface Design Quality Marketing Back-Office (If Required 15 min, then Waited 8 min) (If Required 6 min, then Waited 6 min) Human Factors Engineering VIP Queue VIP (Training) Service Process Design Abandonment Psychology, Operations Research, Marketing New Services Design (R&D) Redial Operations Research, Economics, HRM Psychology, Statistics Logistics Lost Calls Operations, Marketing, MIS Positive: Repeat Business Negative: New Complaint

Service Engineering: Call Center Design Function Scientific Discipline Multi-Disciplinary Index Service Completion (75% in Banks) Direct Banking, Technical Support Information Design Organization Design: Parallel (Flat) Sequential (Hierarchical) Marketing, Psychology, Operations Research Operations/ Business Process Archive ( Waiting Time Return Time) Lost Calls Sociology, Psychology, Operations Research Queue (Invisible) Agents Experts Redial (Retrial) Database Design Busy (Rare) Job Enrichment Computer-Telephony Integration - CTI Tele-Stress Training (Turnover up to 200% per Year) (Sweat Shops of the 21th Century) Data Mining: MIS, Statistics, Operations Research, Marketing HRM Psychology MIS/CS Arrivals (Business Frontier of the 21th Century) Good or Bad Incentives Game Theory, Economics Service Completion VRU/ IVR Agents (CSRs) Psychological Process Archive Forecasting Internet Chat Email Fax Statistics, Human Resource Management (HRM) Efficiency Skill Based Routing (SBR) Design Expect 3 min Willing 8 min Perceive 15 min Customers Segmentation - CRM Marketing, HRM, Operations Research, MIS Customers Interface Design Quality Marketing Back-Office (If Required 15 min, then Waited 8 min) (If Required 6 min, then Waited 6 min) Human Factors Engineering VIP Queue VIP (Training) Service Process Design Abandonment Psychology, Operations Research, Marketing New Services Design (R&D) Redial Operations Research, Economics, HRM Psychology, Statistics Logistics Lost Calls Operations, Marketing, MIS Positive: Repeat Business Negative: New Complaint

Service Engineering: Multi-Disciplinary Process View Function Scientific Discipline Multi-Disciplinary Index Service Completion (75% in Banks) Call Center Design Information Design Organization Design: Parallel (Flat) Sequential (Hierarchical) Marketing, Psychology, Operations Research Operations/ Business Process Archive ( Waiting Time Return Time) Lost Calls Sociology, Psychology, Operations Research Queue (Invisible) Agents Experts Redial (Retrial) Database Design Busy (Rare) Job Enrichment Computer-Telephony Integration - CTI Tele-Stress Training (Turnover up to 200% per Year) (Sweat Shops of the 21th Century) Data Mining: MIS, Statistics, Operations Research, Marketing HRM Psychology MIS/CS Arrivals (Business Frontier of the 21th Century) Good or Bad Incentives Game Theory, Economics Service Completion VRU/ IVR Agents (CSRs) Psychological Process Archive Forecasting Internet Chat Email Fax Statistics, Human Resource Management (HRM) Efficiency Skill Based Routing (SBR) Design Expect 3 min Willing 8 min Perceive 15 min Customers Segmentation - CRM Marketing, HRM, Operations Research, MIS Customers Interface Design Quality Marketing Back-Office (If Required 15 min, then Waited 8 min) (If Required 6 min, then Waited 6 min) Human Factors Engineering VIP Queue VIP (Training) Service Process Design Abandonment Psychology, Operations Research, Marketing New Services Design (R&D) Redial Operations Research, Economics, HRM Psychology, Statistics Logistics Lost Calls Operations, Marketing, MIS Positive: Repeat Business Negative: New Complaint

Service Engineering: Multi-Disciplinary View Function Scientific Discipline Multi-Disciplinary Index Service Completion (75% in Banks) Call Center Design Information Design Organization Design: Parallel (Flat) Sequential (Hierarchical) Marketing, Psychology, Operations Research Operations/ Business Process Archive ( Waiting Time Return Time) Lost Calls Sociology, Psychology, Operations Research Queue (Invisible) Agents Experts Redial (Retrial) Database Design Busy (Rare) Job Enrichment Computer-Telephony Integration - CTI Tele-Stress Training (Turnover up to 200% per Year) (Sweat Shops of the 21th Century) Data Mining: MIS, Statistics, Operations Research, Marketing HRM Psychology MIS/CS Arrivals (Business Frontier of the 21th Century) Good or Bad Incentives Game Theory, Economics Service Completion VRU/ IVR Agents (CSRs) Psychological Process Archive Forecasting Internet Chat Email Fax Statistics, Human Resource Management (HRM) Efficiency Skill Based Routing (SBR) Design Expect 3 min Willing 8 min Perceive 15 min Customers Segmentation - CRM Marketing, HRM, Operations Research, MIS Customers Interface Design Quality Marketing Back-Office (If Required 15 min, then Waited 8 min) (If Required 6 min, then Waited 6 min) Human Factors Engineering VIP Queue VIP (Training) Service Process Design Abandonment Psychology, Operations Research, Marketing New Services Design (R&D) Redial Operations Research, Economics, HRM Psychology, Statistics Logistics Lost Calls Operations, Marketing, MIS Positive: Repeat Business Negative: New Complaint

Service Engineering: Process View Function Scientific Discipline Multi-Disciplinary Index Service Completion (75% in Banks) Call Center Design Information Design Organization Design: Parallel (Flat) Sequential (Hierarchical) Marketing, Psychology, Operations Research Operations/ Business Process Archive ( Waiting Time Return Time) Lost Calls Sociology, Psychology, Operations Research Queue (Invisible) Agents Experts Redial (Retrial) Database Design Busy (Rare) Job Enrichment Computer-Telephony Integration - CTI Tele-Stress Training (Turnover up to 200% per Year) (Sweat Shops of the 21th Century) Data Mining: MIS, Statistics, Operations Research, Marketing HRM Psychology MIS/CS Arrivals (Business Frontier of the 21th Century) Good or Bad Incentives Game Theory, Economics Service Completion VRU/ IVR Agents (CSRs) Psychological Process Archive Forecasting Internet Chat Email Fax Statistics, Human Resource Management (HRM) Efficiency Skill Based Routing (SBR) Design Expect 3 min Willing 8 min Perceive 15 min Marketing, HRM, Operations Research, MIS Customers Segmentation - CRM Customers Interface Design Quality Marketing Back-Office (If Required 15 min, then Waited 8 min) (If Required 6 min, then Waited 6 min) Human Factors Engineering VIP Queue VIP (Training) Service Process Design Abandonment Psychology, Operations Research, Marketing New Services Design (R&D) Redial Operations Research, Economics, HRM Psychology, Statistics Logistics Lost Calls Operations, Marketing, MIS Positive: Repeat Business Negative: New Complaint