Customer focus the automation achievable through the

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Unformatted text preview: to these four reactive pressures, one further benefit area will be considered that is more proactive than reactive; smarter business operations. Customer focus The automation achievable through the application of business rules to handle decision-making also improves customer service. Processes that might have taken hours or days can now be handled within minutes, as decisions are made instantly rather than requiring human involvement and other delays. Removing the abstraction layer between rule definitions by the business community and rule implementation also ensures that decisions are more accurate and repeatable, again enhancing customer service. But a very important angle made possible through the use of rules to handle decision-making is that of personalizing process execution for the particular customer. With automated business rules in place, it becomes possible to build point-in-time rules that can change decisions based on the individual customer for whom the transaction is being executed. This enables companies to be much more focused in their response to individuals, opening up new opportunities while at the same time ensuring a very personalized level of customer service. This will be discussed further in the section on smarter operations. Page 9 Business agility Automated decision-making pulls the process of making decisions out of the various different places it currently resides and combines it into a set of rules. This immediately has the effect of speeding up the process of changing decision-making, because now instead of having to go and find all the different documents, people and systems that implement parts of the decision-making procedure, the business analyst can just focus on the documented rule-set. On top of this, as referred to frequently throughout this analysis, the BRMS provides direct authoring and editing facilities to the business user, bypassing the need to get IT involved in rule changes and ensuring that the applications themselves remain untouched. Both of these features combine...
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This note was uploaded on 01/29/2014 for the course ACC 230 taught by Professor Xia during the Winter '13 term at Bloomsburg.

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