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Metrics‐based process redesign with the MIT Process Handbook
Author(s) -
Margherita Alessandro,
Klein Mark,
Elia Gianluca
Publication year - 2007
Publication title -
knowledge and process management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.341
H-Index - 44
eISSN - 1099-1441
pISSN - 1092-4604
DOI - 10.1002/kpm.269
Subject(s) - business process reengineering , computer science , business process management , business process , process management , process (computing) , key (lock) , set (abstract data type) , dimension (graph theory) , customer base , taxonomy (biology) , software engineering , work in process , manufacturing engineering , operations management , engineering , business , marketing , programming language , botany , computer security , mathematics , lean manufacturing , pure mathematics , biology , operating system
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 © 2007 John Wiley & Sons, Ltd.