Operational risk management and customer complaints

Coping With Customer Complaints

A Personalized Assistant for Customer Complaints Management Systems

We build a personalized conflict resolution agent that applies reasoning about mental attributes to processing of scenarios of multiagent interactions. Our approach is deployed in the domain of complaint analysis: rather advanced user interface and machine learning are required to advise a customer on how to prepare a valid complaint and to assist in its formal structured representation. We dem...

“investigating the relationship between knowledge management and customer satisfaction considering to the e-services”

چکیده : این مطالعه تاثیر مدیریت دانش بر رضایتمندی مشتریان با توجه به خدمات الکترونیک در سازمان حمل و نقل و پایانه های استان سیستان و بلوچستان را مورد بررسی قرار می دهد. جامعه آماری این تحقیق مدیران، سرپرستان و کارشناسان مشغول به کار در سازمان حمل و نقل و پایانه های استان سیستان و بلوچستان بوده که مجموعا 94 نفر می باشند. برای تعیین حداقل نمونه از جدول مورگان استفاده شده است. که با توجه به جدول ...

Multi-expert operational risk management

Operational risk management is the process of monitoring, evaluating, and changing courses of actions with potential detrimental consequences in real time. In this paper, we extend the decision models proposed in the literature for individual risk managers to account for situations where multiple risk managers are involved. For this purpose, two dynamic and adaptive preference aggregation model...

Extremes in operational risk management

Operational risk is defined as a consequence of critical contingencies most of which are quantitative in nature and many questions regarding economic capital allocation for operational risk continue to be open. Existing quantitative models that compute the value at risk for market and credit risk do not take into account operational risk. They also make various assumptions about ’normality’ and...