Quality-aware business process management


Autoria(s): Heravizadeh, Mitra
Data(s)

2009

Resumo

Business Process Management (BPM) has emerged as a popular management approach in both Information Technology (IT) and management practice. While there has been much research on business process modelling and the BPM life cycle, there has been little attention given to managing the quality of a business process during its life cycle. This study addresses this gap by providing a framework for organisations to manage the quality of business processes during different phases of the BPM life cycle. This study employs a multi-method research design which is based on the design science approach and the action research methodology. During the design science phase, the artifacts to model a quality-aware business process were developed. These artifacts were then evaluated through three cycles of action research which were conducted within three large Australian-based organisations. This study contributes to the body of BPM knowledge in a number of ways. Firstly, it presents a quality-aware BPM life cycle that provides a framework on how quality can be incorporated into a business process and subsequently managed during the BPM life cycle. Secondly, it provides a framework to capture and model quality requirements of a business process as a set of measurable elements that can be incorporated into the business process model. Finally, it proposes a novel root cause analysis technique for determining the causes of quality issues within business processes.

Formato

application/pdf

application/pdf

Identificador

http://eprints.qut.edu.au/30410/

Publicador

Queensland University of Technology

Relação

http://eprints.qut.edu.au/30410/1/Mitra_Heravizadeh_Thesis.pdf

http://eprints.qut.edu.au/30410/2/Mitra_Heravizadeh_Citation.pdf

Heravizadeh, Mitra (2009) Quality-aware business process management. PhD thesis, Queensland University of Technology.

Fonte

Faculty of Science and Technology

Palavras-Chave #Business Process Management, BPM life cycle, quality, root cause analysis
Tipo

Thesis