Develop an Information Technology Model to Improve Customer Service in NIGCS 1

摘要

Organizations increasingly rely on information technology to improve performance. Less researches and empirical data's exist about the integrated relation between IT and the companies’ performance in gas industry. IT made the companies more responsible and flexible. This paper developed a comprehensive and proper IT model as business processes basic infrastructure to improve customer services in National Iranian Gas Company's subsides (provincial Gas Companies). After extensive literature, first, business processes which are related to customer services were imposed, and then IT layers were developed to improve business process. In order to refine this model, a group of 35 NIGCS's technical experts and managers have been interviewed. Result showed that this model can effect on customer service in provincial Gas Companies and this model can be taken as frame of reference by other similar structure companies.