Aplication of systems thinking in a contact center for process modeling

This thesis focuses on detecting problematic segments in the contact center of Sprinx Systems, a.s. company, which has struggled with a certain sort of stagnation for a long time. After a deep study of everyday operation the major deficiencies appeared mainly in incomplete implementation of a new organizational structure, insufficient transparency and limited function of current productivity criteria (i.e. KPI), but also in mutual mistrust in one another’s intentions between the contact center leaders and operators. Within practical application, which was supposed to identify the sources of the problems and consequently to discover suitable and efficient solution, there was used a combination of the Checkland’s Soft Systems Methodology, A Causal Loop Diagram from the System Dynamics, Twelve Boundary Questions from the Critical System Heuristics and BPMN notation for process modeling. The fundamental source of problems emerged to be especially in poor productivity and also subsequent economic stagnation. At the end of the thesis there were stated appropriate solutions, e.g. creating new methodics for a KPI calculation, key processes layout and their supportive documentation, delimitation of responsibilities. The last segment of the thesis concerned with critical evaluation of the used methodics from the perspective of benefits, limits and its subsequent utility.