Process Reengineering in Customer Service Operations: Maximizing Quality and Speed

Hana Kuroda

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Published: Jul 4, 2026

Keywords:

Process reengineering, customer service, service quality, operational efficiency, workflow automation, customer satisfaction, process optimization, Author Name, Scopus, Springer, Journal Name, Wissira, Journal Short Form, Wissira Press, Wissira Research Lab, Research Gate, SSRN, ISSN, Academia, UGC Care, PubMed, WOS

Hana Kuroda

Independent Researcher Tennoji, Osaka, Japan (JP) – 543-0052

Abstract

This study explores the role of process reengineering in enhancing customer service operations, aiming to improve both speed and service quality. In a competitive market, delivering consistent, efficient service is crucial for customer satisfaction and loyalty. Traditional customer service workflows often suffer from inefficiencies, impacting response times and the overall customer experience. By employing process reengineering techniques, such as Lean, Six Sigma, and automation, this research identifies and addresses bottlenecks in service processes. The findings indicate significant improvements in service efficiency, with cycle times reduced by 30% and error rates lowered by 25%, contributing to a 20% increase in customer satisfaction. This paper concludes that process reengineering provides an effective framework for organizations seeking to optimize customer service, with implications for competitive advantage. Potential challenges, best practices, and future directions in service reengineering are also discussed.

How to Cite

Kuroda, H. (2026). Process Reengineering in Customer Service Operations: Maximizing Quality and Speed. Journal of Quantum Science and Technology (JQST), 3(3), Jul (6–10). Retrieved from https://jqst.org/index.php/j/article/view/420

Issue

Vol. 3 No. 3 (2026): Jul-Sep 2026

Section

Original Research Articles

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