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Metrics-based process redesign with the MIT Process Handbook

✍ Scribed by Alessandro Margherita; Mark Klein; Gianluca Elia

Book ID
102929047
Publisher
John Wiley and Sons
Year
2007
Tongue
English
Weight
687 KB
Volume
14
Category
Article
ISSN
1092-4604

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✦ Synopsis

Abstract

This article describes how the business process re‐engineering (BPR) concepts, knowledge base and software tools developed as part of the MIT Process Handbook can be extended and improved through the use of a systematic taxonomization of business process metrics. After introducing the key concepts underlying the Handbook, we propose a taxonomy of cost, dimension and value‐related process metrics and show how the capture of such measures, combined with a set of special query types, enables more effective BPR. These innovations are illustrated using an example wherein the manager of a travel agency redesigns a booking process to reduce costs and increase customer satisfaction. Copyright Β© 2007 John Wiley & Sons, Ltd.

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