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Interactive Pre-Interview Screening System (IPSS) for High-Performance Customer Contact Workforce

Abdul Wahab, Siti Nurdiyana (2011) Interactive Pre-Interview Screening System (IPSS) for High-Performance Customer Contact Workforce. Universiti Teknologi Petronas. (Unpublished)

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Abstract

This research and development project by the name of Interactive PreInterview Screening System (IPSS) for High-Performance Customer Contact Workforce is aimed to address the critical area in customer contacts environment and human resources management. The purpose of this project is to provide a solution system to measure candidates' capabilities at the earliest stage of recruitment process in order to shortlist them for the next stage of selection process (i.e. the interviews). This solution system must be able to automatically evaluate the candidates' capabilities to handle real working situations and respond to real-life problems, while at the same time pre-screen the candidates' soft skills (listening skills, reasoning abilities, problem solving, etc.). To develop this project, prototyping was implemented as the Software Development Life Cycle (DSLC) methodology. Prototype is a smaller scale representation of the overall system development, where user requirements are usually revised and refined. The scope of study involves the Customer Service Representative (CSR), recruitment and selection process, interface design for the end-user and simulated environment for the potential candidates to get used to. Based on the findings from unstructured interview and observation, two types of modelling diagrams were designed which are Use Case diagram and Activity diagram.

Item Type: Final Year Project
Academic Subject : Academic Department - Information Communication Technology
Subject: T Technology > T Technology (General)
Divisions: Sciences and Information Technology
Depositing User: Users 2053 not found.
Date Deposited: 30 Sep 2013 16:55
Last Modified: 25 Jan 2017 09:42
URI: http://utpedia.utp.edu.my/id/eprint/7481

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