Business Process Management in the Large

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Process analysis using business process management: a case study on incident management

Business process management is widely used to improve companies’ competitive level. Incident management is a critical process as it supports the main services of an organization. Its speed and accuracy are paramount to companies. This research aims at analysing an incident management process of a global company and produce managerial recommendations on how to improve its performance. A case study approach is conducted. Process analysis is conducted based in interviews, direct observation, and focus group to assure data triangulation. Process improvement is based on the goals of the process and managerial recommendations are provided to support that improvement.info:eu-repo/semantics/acceptedVersio

Hospital-wide Process-oriented Organization of Care: The Case of Turku University Central Hospital

In reaction to the productivity challenges that hospitals around the world have faced, some hospitals have begun to move towards a process-oriented organization of care in order to enhance productivity. Existing research on process-oriented organization emphasizes severe challenges along the implementation process. However, the literature contains only a small number of documented cases of hospital-wide process-oriented reorganization. Against this background, in this case study, we explain how hospitals can successfully implement organization-wide process orientation. To do so, we conducted an exploratory single case study with semi-structured, face-to-face interviews and document analyses as our primary data-collection methods. We developed a theoretical framework of antecedents, interventions, enablers, barriers, and consequences that explain the trajectory of this successful hospital-reorganization project. We contribute a substantive theory on which other researchers can build and can extend in future studies. Further, in analyzing our unique case, we identify factors that the extant literature has not yet discussed, such as the blackboxing of diagnosis and treatment activities as an enabler. In line with existing literature, we also found that, even in this case, inflexible healthcare IT represented a barrier that hindered the case study in implementing process orientation

The State of the Art of Business Process Management Research as Published in the BPM Conference - Recommendations for Progressing the Field

The research field of Business Process Management (BPM) has gradually developed as a discipline situated within the computer, management and information systems sciences. Its evolution has been shaped by its own conference series, the BPM conference. Still, as with any other academic discipline, debates accrue and persist, which target the identity as well as the quality and maturity of the BPM field. In this paper, we contribute to the debate on the identity and progress of the BPM conference research community through an analysis of the BPM conference proceedings. We develop an understanding of signs of progress of research presented at this conference, where, how, and why papers in this conference have had an impact, and the most appropriate formats for disseminating influential research in this conference. Based on our findings from this analysis, we provide conclusions about the state of the conference series and develop a set of recommendations to further develop the conference community in terms of research maturity, methodological advance, quality, impact, and progression

Using BPM to improve it service management: an incident management case study

Business process management is a methodology focused on the continuous improvement of business processes, providing for this a collection of best practices. These best practices enable the redesign of business processes to meet the desired performance. By using this methodology, organisations can improve their business processes to achieve their objectives. IT service management defines the management of IT operations as a service. There are several IT service management frameworks available, consisting in best practices that propose standardizing these processes for the respective operations. By adopting these frameworks, organisations can align IT with their business objectives. The objective of this research is to understand how business process management can be applied for the improvement of IT service management processes. To achieve this goal, a case study is conducted for the improvement of the time performance of an incident management process, as it is a process that, to the best of our knowledge, has not been analysed for this objective. The results obtained identified three best practices – activity automation, activity elimination and integral technology – as the best suited for the improvement of the time performance of the analysed incident management process. Using a simulation tool for business processes, it was revealed that the employment of these best practices in the analysed incident management process eliminates the effort required in the 1st support level and reduces in 10.7% the average processing time in the 2nd support level.A gestão de processos de negócio é uma metodologia focada na melhoria contínua de processos de negócio, indicando para isso um conjunto de melhores práticas. Estas melhores práticas permitem o redesenho dos processos de negócio para obter o desempenho desejado. Através da aplicação desta metodologia, as organizações conseguem melhorar os seus processos de negócio para alcançarem os seus objectivos de negócio. A gestão de serviços de TI define a gestão das operações de TI como um serviço. Existem divesas frameworks para gestão de serviços de TI, consistindo em melhores práticas que propõem processos-padrão de TI para as respectivas operações. Com a adopção de frameworks, as organizações conseguem alinhar as TI com os seus objectivos de negócio. O objectivo desta investigação é perceber como é que a gestão de processos de negócio pode ser aplicada para a melhoria de processos de gestão de serviços de TI. Para atingir este objectivo, é conduzido um caso de estudo para a melhoria de desempenho do tempo num processo de gestão de incidentes, sendo este um processo que, de acordo com o conhecimento adquirido, ainda não foi analisado com este objectivo. Os resultados obtidos identificaram três melhores práticas – automação de atividades, eliminação de atividades e introdução de novas tecnologias – como as mais ajustadas para a melhoria de desempenho do tempo no processo de gestão de incidentes analisado. Recorrendo a uma ferramenta de simulação de processos de negócio, foi revelado que a aplicação destas melhores práticas no processo de gestão de incidentes analisado elimina o esforço necessário no 1º nível de suporte e reduz em 10.7% o tempo médio de processamento no 2º nível de suporte

The IWi process model corpus

In spite of the current research activities developing methods and techniques for business process model analysis, an adequate and homogeneous data basis is still missing. Referring to other research disciplines like computer linguistics or biology, a comprehensive, standardized and digitally available data corpus may lead to a better and con-sistent understanding of businesses in different domains as well as of the corresponding business information systems. Especially in the context of business process management, such a corpus is of high importance as it improves the creation of particular business process landscapes and the development of standardized evaluations. Against that background, this article presents the IWi Process Model Corpus extending the Reference Model Catalogue, which was developed by the IWi in 2006, with processable process model data. Thereby, its characteristics as well as correspondences between the contained sub corpora and between different single models are focused. In the current version, the corpus contains reference models, models from practice and models from controlled modelling environments and, in total, comprises 24 model collections with 4,426 process models and mappings for more than 137,000 model pairs

The IWi process model corpus

In spite of the current research activities developing methods and techniques for business process model analysis, an adequate and homogeneous data basis is still missing. Referring to other research disciplines like computer linguistics or biology, a comprehensive, standardized and digitally available data corpus may lead to a better and con-sistent understanding of businesses in different domains as well as of the corresponding business information systems. Especially in the context of business process management, such a corpus is of high importance as it improves the creation of particular business process landscapes and the development of standardized evaluations. Against that background, this article presents the IWi Process Model Corpus extending the Reference Model Catalogue, which was developed by the IWi in 2006, with processable process model data. Thereby, its characteristics as well as correspondences between the contained sub corpora and between different single models are focused. In the current version, the corpus contains reference models, models from practice and models from controlled modelling environments and, in total, comprises 24 model collections with 4,426 process models and mappings for more than 137,000 model pairs