Approaches to business process analysis: a review

Biazzo, Stefano

doi:10.1108/14637150010321277

Cited by 65 publications

(61 citation statements)

References 14 publications

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“…The result of departments or sections working in parallel or in 'silos' means that business objectives are not met. Biazzo [3] and Gryna et al [22] suggest that the process approach is an alternative view of business, through which value is added by introducing a horizontal management entity called a process. This process approach cuts across the business departments or silos and aligns their focus with the main goal of the organisation.…”

Section: Qms Contribution To the Establishment Of World-class Processmentioning

confidence: 99%

Diffusion of a Quality Management System: A Case Study

Solomon

Bester²,

Moll³

2017

SAJIE

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The diffusion of a quality management system (QMS) to improve business performance depends upon the quality management strategy used. The aim of Eskom's QMS strategy was to create a sustainable quality drive throughout the company to improve customer and stakeholder satisfaction. This research project's objective is to determine how the diffusion of a QMS can improve the electricity supply industry in the Western Cape division of the electricity sector in South Africa.A quantitative research methodology was employed in the study. The responses to a survey questionnaire were analysed and conclusions were drawn. The research finding is that diffusion of a QMS improves the electricity industry by positively affecting attitudes towards the challenge of securing a sustainable long-term energy supply; improving processes and practices; engendering a quality culture; and contributing towards continual improvement. At the same time, certain barriers to the implementation of a sustainable QMS were identified. OPSOMMINGDie verspreiding van 'n kwaliteitbestuurstelsel (KBS) om die maatskappy se prestasie te verbeter hang af van die kwaliteit bestuurstrategie. Die doel van Eskom se KBS strategie was om 'n volhoubare gehalte inisiatief deur die hele maatskappy te skep ten einde die kliënt en belanghebbendes se tevredenheid te verbeter. Die doel van hierdie navorsingsprojek is om te bepaal hoe die verspreiding van 'n KBS die elektrisiteitsvoorsieningsbedryf in die Wes-Kaap afdeling van die elektrisiteit sektor in Suid-Afrika kan verbeter. 'n Kwantitatiewe navorsingsmetodologie is in die studie gebruik. Die resultate van 'n meningsopname vraelys was ontleed en gevolgtrekkings is gemaak. Die navorsing bevinding is dat diffusie van 'n KBS verbeter die elektrisiteitsbedryf deur ingesteldhede positief te beïnvloed teenoor die uitdaging van die verkryging van 'n volhoubare langtermyn energievoorsiening; die verbetering van prosesse en praktyke; die kweek van 'n kwaliteit kultuur; en by te dra tot voortdurende verbetering. Terselfdertyd, word sekere hindernisse tot die implementering van 'n volhoubare KBS geïdentifiseer. INTRODUCTIONThe diffusion of a quality management system (QMS) leading to an improvement in business performance is affected by the business's quality management strategy. The aim of Eskom's QMS strategy was to have a sustainable quality drive throughout the company to achieve improved customer and stakeholder satisfaction.Eskom Holdings' quality management strategy was initially developed with the aim of achieving sustainable and improved business performance [14]. In 2008, a review of the old quality management strategy was initiated due to its focusing on ISO 9001 compliant management systems,

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Section: Qms Contribution To the Establishment Of World-class Processmentioning

confidence: 99%

Diffusion of a Quality Management System: A Case Study

Solomon

Bester²,

Moll³

2017

SAJIE

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“…Diferentes procedimentos são sugeridos por autores que propõem que a construção de mapas de processo e sua aplicação na melhoria de processos sejam conduzidas de forma sistematizada (Tseng et al, 1999;Biazzo, 2000;Jacka & Keller, 2009;George, 2003), mas de forma geral eles convergem para a adoção dos seguintes passos:…”

Section: Método De Pesquisaunclassified

Estudo comparativo das ferramentas para mapeamento das atividades executadas pelos consumidores em processos de serviço

Jorge

Miyake

2015

Prod.

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A aplicação das ferramentas de mapeamento é bastante difundida nos meios acadêmico e empresarial, quando motivada pela necessidade de criar mapas dos processos de organizações provedoras de produtos ou serviços para fins diversos como projeto, análise, benchmarking, padronização, informatização e treinamento. Por outro lado, a proposta de aplicação dessas ferramentas para a construção de mapas que retratem o fluxo das atividades desempenhadas pelos consumidores ainda é muito pouco explorada e difundida (Gummesson, 2008). Assim, enquanto as ferramentas de mapeamento têm sido muito aplicadas para a visualização dos fluxos dos processos de produção de bens ou serviços sob a perspectiva das empresas ou organizações, não se observa empenho semelhante por parte destas para visualizar os fluxos que impõem aos consumidores que necessitam acessar os bens ou serviços oferecidos. Isso sugere que no projeto e gestão de operações ainda prevalece entre os analistas o viés de considerar uma visão mais endógena que precisa ser revista, especialmente no contexto da produção de serviços em que o consumidor (ou usuário) percebe o processo de produção do serviço como parte do consumo do serviço e não apenas como resultado deste processo, contrastando com a perspectiva tradicional de consumo de produtos industrializados, ou seja, de resultados de um processo produtivo (Grönroos, 1998).A proposição de considerar o ponto de vista do consumidor para fins de projeto, análise e controle operacional de processos de serviço, com base na premissa de que em processos de serviços os resultados do processo e sua avaliação são fortemente influenciados pela participação do consumidor e pelas percepções e expectativas deste, não é algo recente. ResumoO objetivo deste artigo é explorar o potencial de aplicação das ferramentas de mapeamento na construção de mapas de processo que evidenciem as atividades executadas pelos consumidores em processos de serviço. O artigo aborda as ferramentas SIPOC, Fluxograma, Blueprint, Process-Chain-Network, Mapa do Consumo, SERVPRO e Carta de Atividades, exemplificando sua aplicação na construção de mapas que oferecem diferentes visões processuais para um processo de compra via internet adotando a abordagem de decomposição hierárquica na análise do fluxo de atividades do consumidor. Estas ferramentas são analisadas quanto à capacidade de representar os diferentes aspectos do processo mapeado, considerando características como a forma de representação gráfica e o enfoque, abrangência e granularidade da visualização que oferecem. Finalmente, é apresentada uma avaliação comparativa da capacidade informativa destas ferramentas, procurando-se evidenciar o diferencial de cada uma. Palavras-chaveMapeamento de processos. Gestão de operações de serviços. Serviços. Consumidor.

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“…BPM enables the understanding, investigation and evaluation of complex business processes for efficiency and effectiveness, supporting redesigned processes for improved outcomes (Biazzo, 2000). Amongst various BPM techniques considered, Swimlane diagrams (Sharp and McDermott, 2001) were selected for their ability to map complex, multi-actor processes (and sub-processes) simply.…”

Section: Methodsmentioning

confidence: 99%

Process mapping for road works planning and coordination

Hussain

Ruikar

Enoch

et al. 2017

BEPAM

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Purpose Diminishing local government budgets and the need to reduce highway works activities necessitate cost effective and efficient processes. The purpose of this paper is to investigate streamlining road works administrative processes to enhance coordinated working at Derby City Council. Design/methodology/approach Case study research of a local authority was undertaken using business process mapping. Specifically, Swimlane analysis enabled re-engineering of business processes from design stage, to works permit issuance. Process improvement recommendations were validated by nine industry experts through a focus group and semi-structured interviews. A logic map was developed for transferability to other councils, identifying key attributes for a successful administrative road works management process. Findings Research revealed inherent silo working and processes built around fragmented IT systems creating process inefficiency. Validation found numerous practices and management styles were culturally embedded and common across councils. Peer reviewed recommendations are made to improve working practices, including improving IT systems, removing process bottlenecks, and training staff. Research limitations/implications Whilst road works management policy is generally under-researched, its strategic and negative impacts are widely acknowledged. This study highlights the day-to-day operational problems which are interconnected to the strategic impact, bridging an important gap in knowledge, as well as adding to business process re-engineering literature. Originality/value The research adds to a limited body of road works management policy research, and also presents a high-level logic map for councils to adopt as appropriate.

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Approaches to business process analysis: a review

Cited by 65 publications

References 14 publications

Diffusion of a Quality Management System: A Case Study

Diffusion of a Quality Management System: A Case Study

Estudo comparativo das ferramentas para mapeamento das atividades executadas pelos consumidores em processos de serviço

Process mapping for road works planning and coordination

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