콜렉션센터 효율적 운영전략에 대한 연구: System Dynamics 접근법
분야
사회과학 > 경영학
저자
박철환 ( Cheol Hwan Park ) , 정승환 ( Soong Hwan Chung ) , 최강화 ( Kang Hwa Choi )
발행기관
한국경영공학회
간행물정보
한국경영공학회지 2012년, 제17권 제3호, 201~217페이지(총17페이지)
파일형식
2y100125.pdf [무료 PDF 뷰어 다운로드]
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    영문초록
    As a part of call centers, the collections center is regarded as one of core competency of financial institutes. However, the operations of this collection centers is still relying on the accumulated experiences and knowledge based on trial and error due to very limited proceeding studies. In this study, an analysis on the proper level of collections activity in terms of calling customer in early stage of delinquency was performed by linking of system dynamics and past historic data of collection center operation. As the result of this SD simulation, optimum level of customer treatment in terms of calling intensity was obtained and over treatment above the optimum level can cause the exceeding of incurred collection expense for over treatment against the credit loss saving impact obtained by this over treatment. It is expected that this result of study can be applied to the mobile telecommunication companies where they handle early stage delinquent customer for the telecommunication bill on the top of financial institutes.
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