Ontological modeling applied to engineering and governance processes of customer complaints

Abstract

By selecting and adopting best practices organizations expect to benefit from the experience of other organizations and avoid common mistakes that these organizations have committed in the past. However, the adoption of best practices is not a trivial step due to several reasons. One reason is the fact that, to implement best practices, organizations need to migrate from an as-is state (before the adoption) to a to-be state (after the adoption), and the current best practices do not provide methods based on strong conceptual foundations to support this transition. Our proposal is a method supported by the Enterprise Ontology to align the current organizations' processes with the industries best practices. We applied the proposed method in a Portuguese Telco and aligned a process of customer complaints with The Information Technology Infrastructure Library (ITIL) best practices. As result the organization found several improvements to the mentioned process based on the ITIL best practices. © Springer International Publishing Switzerland 2014.