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Implementation of System for Monitoring Key Indicators of Business Processes for Customer Service

Student: Oksana Reutova

Supervisor: Leonid Yasnitsky

Faculty: Faculty of Economics, Management, and Business Informatics

Educational Programme: Business Informatics (Bachelor)

Year of Graduation: 2020

The work is devoted to the development of a system for monitoring key indicators of business processes of the telecommunications company's client service. In the work the analysis of client service business processes is carried out, their key indicators are highlighted, the system design is conducted and the development process is described. The monitoring system includes several parts: query-checks in PL/SQL language, web-interface, which is written using standard technology stack (HTML, CSS, JS) and api-parameters that are necessary for database and web-interface interaction. Implementation of the monitoring system in the cities will allow employees to promptly identify and solve problems of business processes of the client service, which will improve the overall quality of services provided by the company and increase customer loyalty.

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